End User Support Specialist
1 week ago
Unity Health Toronto, comprised of Providence Healthcare, St. Joseph’s Health Centre and St. Michael’s Hospital, works to advance the health of everyone in our urban communities and beyond. Our health network serves patients, residents and clients across the full spectrum of care, spanning primary care, secondary community care, tertiary and quaternary care services to post-acute through rehabilitation, palliative care and long-term care, while investing in world-class research and education. Join our team in our mission to continue to put patients and families at the centre of everything we do, in the role of End User Support Specialist.
The Department of Information Technology Services performs an enablement and support role for St. Michael’s Hospital. The End User Support Specialist will provide remedial service to a wide range of products including but not limited to PCs, printers, laptops, mobile devices, PDAs, and Computers On Wheels.
The environment demands that the individual will be able to manage multiple assignments simultaneously while ensuring commitments are met. Individuals will be required to be certified and re-certified as new technologies are being adapted by EUC.
**DUTIES & RESPONSIBILITIES**:
- providing technical expertise to the installation, upgrading, and maintenance of end user computing devices including desktop computers, laptop computers, hardcopy output devices (printers), and mobile personal digital assistant (PDA) type devices
- ensuring that the hospital’s help desk request tracking system is updated as necessary to reflect the outcome(s) of intervention(s)
- ensuring compliance with hospital standards relative to the end user computing environment
- maintaining control of end user computing assets accuracy in the hospital’s Information Technology inventory system
- providing orientation and training to SMH End Users and Summer Students
- receiving, reviewing and maintaining documentation for EUC
- maintaining required level of service and commitment to EUC projects when required
**QUALIFICATIONS**:
- A College Diploma specialized in Information Technology with one to three demonstrated years of experience in the field is required
- A+ certification is required
- Professional industry certification such as MCP from Microsoft or CCNA from Cisco is preferred
- Maintaining currency of Unity Health Toronto relevant certifications is mandatory
- Working knowledge of End User Computing tools including desktop computers, laptop computers, hard copy output devices (printers), and mobile personal digital assistant (PDA) type devices
- Working knowledge of End User Computing support tools such as McAfee anti-virus
- Working knowledge of Common Off the Shelf Software (Microsoft Office, etc) is preferred
- Demonstrated ability in problem determination and resolution techniques
- Demonstrated flexibility and ability to adapt to change
- Demonstrated strong analytical, organization, and decision-making skills and the ability to work within a team environment
- Demonstrated excellent verbal and written communication skills
- Demonstrated commitment to continuous professional learning
- Demonstrated ability to function as part of a team
- Demonstrated customer service skills
- Ability to function within a 7/24 environment, work shifts, and participate in a rotational on-call service
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