Deskside Analyst I

**Who is eHealth Saskatchewan?**
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.

A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.

The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

**About the role**
Reporting to the Manager, Deskside Operations - Rural (South), eHealth Saskatchewan is seeking a customer focused, highly motivated, and energetic team member for its Deskside Services team. The Deskside Analyst provides ongoing support to more than 1500+ computer users and solves a wide range of workstation, mobile device, and printing problems reported by users within eHealth Saskatchewan, the Ministry of Health and Regional Health Authorities.

The Deskside Analyst will supply, install, and maintain the workstation, print/imaging, and mobile services eHealth provides. You will also be responsible for troubleshooting issues for computer workstations, printers, installed software and smart devices and resolve these issues within given time constraints determined by service levels.

Our team members participate in an after-hours standby rotation to provide operations and support for service availability 24/7.

The position requires the incumbent to be physically fit with the ability to lift and move computers and peripherals between 50 and 65 pounds. Stooping, bending, and crawling under desks may be required on occasion.

Travel within the province is required for this position, you will need to show proof of having a class 5 drivers license and a reliable vehicle in order to meet requirements for the role.

**Typical daily duties**:

- Provides advanced troubleshooting on failures related to computer workstations, workstation peripherals, printers, installed software, and “smart” device
- Provides on-site installations, moves, adds, or changes for workstations, workstation peripherals, and print/imaging devices.
- Performs research, analysis, and testing to ensure standards and procedures meet the needs of the client community.
- Maintains accurate and current documentation on all aspects related to the scope of workstation services.

**What we are looking for**

**To qualify for this position you will have knowledge and/or experience in the following**:

- Computer hardware: Windows based PC's, and Laptops, iPads, Windows and Android tablets;
- Operating Systems: Microsoft Windows, Apple iOS, Android and RIM;
- Networked and local printers, scanners and fax machines;
- MS Configuration Manager (SCCM/SMS);
- Trouble tracking software tool; and
- ITIL or ITSM framework and processes.

**You will be**:

- Analytical, attentive to detail and organized to ensure accuracy and efficiency in your work;
- Proactive, diplomatic and respectful in communicating and building positive work relationships with internal and external stakeholders;
- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment;
- Service oriented, patient, honest, and respectful/tactful;
- Thorough, reliable, disciplined, organized, and strong attention to detail; and
- Creative, logical, and have a strong motivation for continuous improvement and learning.

**Competencies**

**Customer Service Orientation**
- Ability to anticipate or determine customer needs by truly listening to them, understanding their business, and communicating with them regularly.

**Communication**
- Ability to demonstrate the use and value of new technology, programs and services in a manner th