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Help Desk Technician

2 weeks ago

St Thomas, Canada St. Thomas Elgin General Hospital Full time

Employment Status: Temporary - Full Time
Department: Information Technology
Union: OPSEU - Clerical
End Date: Mar 10, 2025
Job Code: 16155
- Pension

**POSITION: Help Desk Technician**

**UNIT: Information Technology**

**STATUS: Temporary Full Time (approximately March 2025 - February 2026, may be extended or end sooner)**

**SALARY: $27.92 - $31.05**

:
This position is frontline customer/staff support for the Information Technology (IT) Department and is the first level of response for our Team. The Help Desk Technician works closely with all front line staff in attempts to resolve issues in a timely and efficient manner. This role is crucial given the clinical and business operations of the hospital. Specific duties include; receiving, listening, prioritizing, documenting, and actively resolving end user requests, or escalating incidents as appropriate and necessary; deploying and managing equipment. Problem resolution involves the use of HelpDesk software, remote support tools, as well as front line support to staff in clinical and non-clinical areas. The individual is accountable for ensuring periodic generation and review of reports, access logs, documentation, procedures, checklists, and other materials. A key component of this role is the formal and informal education of customers throughout the course of business.

**HOURS**:
This position must be available to work 37.50 hours per week. In addition, this position must be flexible to occasional changes in hours when required.

**SKILLS & QUALIFICATIONS REQUIRED**:

- Completion of post-secondary diploma/degree in an Information Technology program is required.
- Minimum of two (2) years’ experience within the last three (3) years in a help desk/IT setting providing support is required.
- Experience deploying and troubleshooting computers, thin clients, peripherals, and software.
- Advanced knowledge with Microsoft365 Software including Word, Excel, PowerPoint, Outlook and SharePoint.
- Demonstrated skills in communication with clients in different areas of an organization, training users
- Ability to ensure confidentiality
- Physical ability to set up workstations and peripheral equipment of 20-50 lbs. (with assistance if needed).
- Experience using HelpDesk ticketing and remote support software; Demonstrated ability to document legibly and clearly (written and electronic) and appropriately.
- Proven ability to work in a fast-paced, multi-task environment with mínimal supervision utilizing effective organizational and problem-solving skills.
- Demonstrated effective communication and interpersonal skills to provide the highest level of customer service.
- Desirable: Experience in Active Directory, Microsoft Teams, other Microsoft 365 tools, provisioning mobile communication equipment (e.g. tablets, cell phones), participating in customer / departmental huddles and meetings to pro-actively identify opportunities and address end user questions.
- Demonstrated ability to attend work on a regular basis as per the STEGH Attendance at Work Policy;
- Demonstrated previous performance reflective of the Mission, Vision, Values and Code of Conduct of STEGH.

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