Service Desk Level 1

**CARE AND BE CARED FOR - THIS IS YOUR HOME**

**What will you do**:

- Acting as first point of contact (level 1) support for Home and Community Care Support

Services staff and external partners;
- Receiving, triaging, and responding to Service Desk incident calls, service requests and

moves/adds/changes;
- Performing initial level of problem identification and attempts to resolve; otherwise

documents all troubleshooting efforts in Service Desk problem ticket and makes prompt

notifications to next level support groups for resolution in order to minimize the amount

of time taken to resolve issues;
- Following up on all levels of Service Desk problem tickets to ensure resolution meets

Service Level Agreement timelines;
- Participating in meeting room setup of equipment as required;
- Images and/or deploys hardware and software;
- Assisting with hardware refreshes as required;
- Knowledgeable in use of TeamViewer, Remote Desktop, Microsoft Teams, and other
- Track, monitor and request toner cartridges (Whitby, Scarborough, and Peterborough

branches)
- Communicate with vendors/providers/suppliers as required to request external service
- Utilize Microsoft Active Directory to perform basic functions such as reset passwords,

unlock user accounts, disable user accounts, change user descriptions, etc.
- Staff desk changes and computer relocations
- Coordination of all Temporary Home Office Program (THOP) equipment, sign-out and

returns
- Provide hands-on training for equipment, and smaller IT solutions
- Transfer IT knowledge to frontline staff
- Issue photo IDs and CHUBB security cards
- Reconciling data in various systems such as Active Directory, TeamViewer, etc.
- Create technical documentation, How-To documentation and other reference materials
- Effectively make use of resources to solve problems quickly (ie. Internet, people, etc.)
- Responsible for tracking and monitoring assets such as air cards, cell phones, iron keys,

headsets, laptops, etc.
- Be available for on-call or overtime, as necessary

**What must you have?**
- A College diploma (1-2 year program) in Computer Science or the equivalent in

education, training and related experience;
- Over one year up to and including two years’ experience.
- Demonstrated knowledge of effective ‘help desk’ customer focused process and ITIL

processes;
- Demonstrated knowledge and experience with computer hardware and software;
- Demonstrated knowledge in basic IT security such as anti-virus, malware, etc.
- Fundamental understanding of networks and telecommunications;
- Fundamental understanding of Active Directory
- Demonstrated knowledge of Microsoft productivity suite and organization specific
- Knowledge of LHIN IT Information Management Systems such as CHRIS, PCC/AcuteNet,

RM&R, HomeFirst, HPG, support ticket
- Able to work in virtually centralized Service Desk environment, with initiative to learn f

rom each problem and resolution and to grow technically;
- Ability to work individually and as an active member of a team;
- Ability to identify priority and impact of competing incidents and prioritize accordingly
- Strong problem solving abilities;
- Excellent verbal and written communication skills;
- Proven customer service competencies and client focused;
- Effective working relationships with internal and external customers and stakeholders;
- Excellent interpersonal, team building, diplomacy and presentation skills;
- Conflict resolution capabilities.
- Ability to facilitate innovation and creativity;
- Ability to multitask;
- Understanding of general principles of electrical safety
- Alignment with the organization’s values;
- Possesses a positive attendance record;
- Ability to lift up to 40 lb;
**What would give you the edge?**
- ITIL V3 Foundation Certification preferred;
- Knowledge of services provided by Home and Community Care Support Services
- Ability to speak French or another second language

**Hours of Work**

**Position Location and Travel**

The position may involve travel throughout the Central East geographic region. A valid Ontario driver's license and access to a reliable vehicle are required.

**Additional Information**:
**What do we offer?**
**We know wellness is supported with work-life balance.** In an inclusive culture committed to support your passion for continuous learning, growth and innovation, we offer:

- Attractive comprehensive compensation packages and benefits
- Valuable development opportunities
- Membership in a world class defined benefit pension plan

**Who are we?**
**We are Home and Community Care Support Services, ready to serve every person in Ontario.** We partner with patients and caregivers, family physicians, hospitals, long-term care and retirement homes, service providers and Ontario Health Teams, to deliver responsive, accessible, integrated, patient-centred care.

**Why join us?**
**If you're interested in driving excellence in care and service delivery**, and seeking an unparalleled