Information Services Support Technician

**Title**: Information Services Support Technician

**Reports** **to**: Manager, Information Services

**Position Type**: Full-Time, Permanent, 37.5 hours/week

**Salary**: $51,499.50 - $60,586.50 Annual or $26.41 - $31.07/ hour

**Vacancy Status**: New Vacancy

**Location**: 263 Weller Ave

**Position Summary**

The Information Services Support Technician is a resource and support to the Manager of Information Services and employees of KCHC. This position plays an important role in our multi-site client-server network by monitoring our service desk ticketing system and responding to staff inquiries, providing technical support in collaboration with the Information Services team and external support vendor, processing the flow of hardware, handling user account creation and related staff onboarding activities, and assisting with other duties and projects as required.

**Key Responsibilities**

**Technical Support for Staff**
- Collaborate with the Information Services team and external support vendor to ensure timely follow up, communication and escalation related to support requests
- Process the flow of hardware (computers, phones, printers etc.) by receiving shipments, configuring and deploying devices, performing maintenance, tracking stock levels, disposing of eWaste and related tasks
- Other duties as required to assist with Information Services activities and projects

**Organizational Responsibilities**
- Comply with all relevant legislation and KCHC policies, including privacy laws
- Commits to acquiring an understanding of the importance of trauma responsiveness and the impact of Adverse Childhood Experiences (ACEs)
- Commits to demonstrating an ongoing commitment to Equity, Diversity, Inclusion, Indigenization and Accessibility (EDIIA) by representing the diverse nature of our communities, promoting and practicing inclusion
- Supports KCHC’s student and volunteer placement programs
- Promotes awareness of and participation in KCHC activities
- Demonstrated commitment to continuous learning and quality improvement
- On occasion, perform other temporary duties as required

**Basic Education and Experience Requirements**
- Relevant post-secondary education, OR a minimum of 3 years of experience in an Information Technology setting
- Experience providing technical support
- Experience with Microsoft 365/SharePoint, Microsoft InTune, Active Directory/Entra ID, Avaya telephone systems, Support Desk ticketing systems, PC setup and configuration preferred

**Knowledge, Skills and Abilities**
- Education or experience in a health care setting is an asset
- Experience providing technical desk side support (in person and/or virtually)
- Strong organizational skills, excellent attention to detail
- Strong communication skills (written/verbal) and the ability to tailor your approach to individual staff needs
- Proven ability to multi-task, follow written and verbal instruction, and meet deadlines
- Proven ability to prioritize tasks, with special consideration given to staff schedules and availability

**Other Requirements**
- Demonstrated commitment to quality improvement (training in quality improvement an asset)
- Ability to work outside normal business hours on occasion if required
- Current and satisfactory Criminal and Vulnerable Persons Check
- Access to a vehicle and valid driver’s license
- French language is an asset

As a registered professional, to abide by and be accountable to the ethics and standards set out by the relevant regulatory body of the profession. All KCHC staff have a duty to understand and follow KCHC policies, uphold high ethical and professional standards, and maintain confidentiality and privacy, using tact and good judgment in all dealings with other staff and clients.

At Kingston Community Health Centres (KCHC), we understand that the work of **Equity, Diversity, Inclusion, Indigeneity, and Accessibility (EDIIA)** is ongoing. We are dedicated to being accountable, transparent, and responsive to the holistic needs of the communities we serve. We will continue to listen, learn, and take meaningful action to ensure that our policies, practices, and services create an environment where everyone, regardless of their identity or circumstances, can thrive.

KCHC is an equal opportunity employer, respecting and embracing the needs and diversity of our employees. If you require accommodation to fully participate in the hiring process, please notify Human Resources.