Service Desk Technician

**Position**:Service Desk Technician

**Department**:Information Technology

**Position Status**:Full-Time Permanent

**Union**:Non-Union

**Number of Positions**:1

**WHY WORK FOR US**:
Peterborough Regional Health Centre (PRHC) is a state-of-the-art regional hospital with a proud local history extending back over a century. With a capacity of 494 beds, our regional hospital has one of the busiest Emergency Department in Ontario and offers an extensive range of services, including specialized programs in renal, stroke, cardiac, cancer care, and vascular surgery.

We wouldn't be the hospital we are today without the people and nothing is more important to us then our team of dedicated employees. At PRHC, we pride ourselves on creating and maintaining an environment where people are valued, recognized, and treated with respect.

We believe that the best way to support our patients is through our people. We do this by providing our employees with competitive and comprehensive benefit plans, a pension program with matching employer contribution, professional development opportunities, employee and family assistance program, health and wellness programs (gym and yoga memberships, annual wellness fair, travel discounts) and a learning fund for educational development. Exploring new positions, programs, or development initiatives is encouraged as it contributes to your personal and professional growth. PRHC supports and encourages you to pursue whatever path you choose.

**WHAT YOU’LL DO**:
Reporting to the Manager, Information Technology, with supervision provided by the Service Desk Lead, the Service Desk Technician will act as a front-line support to the organization for all desktop hardware and software, including multi-platform connectivity, with a strong focus on customer service and immediate problem resolution. The Service Desk Technician is responsible for initial support for all user issues. This includes, but is not limited to, troubleshooting, problem solving, security, and basic user training. The incumbent is responsible for operating under ITIL’s principles of service management.

This role serves as an IT professional and is part of the IT service desk team. The Service Desk Technician is responsible for efficiently resolving end-user issues in a timely manner, as they relate to technology.

**WHAT YOU’LL BRING**:

- Post-secondary school graduate of a computer science technology program or an equivalent combination of education and work experience
- Customer Service experience a must
- MCSE, CCNA, EPIC, A+, ITIL certification an asset
- Related computer industry certifications preferred
- Print Shop experience would be an asset

**WHO YOU ARE**:

- Demonstrated knowledge of troubleshooting, configuration, and repair of PC hardware, printers and other peripherals
- Demonstrated working knowledge of ITIL standard practices
- Advanced ability to clearly document troubleshooting and how-to steps
- Demonstrated working knowledge of desktop software and installation
- Advanced Working Knowledge of Microsoft Office 365
- Advanced working knowledge of VDI
- Working knowledge of Cisco telephony
- Working knowledge of mobile device OS and MDM utilization
- Demonstrated knowledge of basic network administration skills
- Demonstrated knowledge of multi-platform operating systems
- Advanced Communication Skills, both written and verbal
- Advanced Customer Service Skills
- Ability to deal with irate customers in a professional manner
- Troubleshooting skills
- Strong technical knowledge of Windows and Mac operating systems and Microsoft Office Suite
- Familiar with Active Directory, Group Policy, and network protocols such as TCP/IP, DNS, DHCP, and VPN
- Working knowledge of supporting and using clinical software systems an asset
- Working experience with Electronic Medical Records an asset
- Advanced knowledge of hospital Information System terminology and systems (i.e. Healthcare Programming Language, Picture Archiving and Communication Systems) an asset

**OUR COMMITMENT**:
At PRHC, we take great pride in maintaining an inclusive culture of respect and a diverse workforce that reflects the community we serve. We do this because we understand that bringing different perspectives and backgrounds to the fulfillment of our mission, vision and values makes us better.

Thank you for your interest in the opportunity at PRHC. If you are selected to move forward in the recruitment process, you will be contacted by a member of the Talent Acquisition team.