Technical Support Specialist, Regular Full Time

**Job Description**:
Are you highly organized, detail-oriented and able to work accurately in a busy environment with frequent interruptions? Are you seeking a rewarding career that cares for others, in an organization that cares for you? You’re looking in the right place.

**_ CARE AND BE CARED FOR - THIS IS YOUR HOME_**:
**What will you do?**
**Under the direction of the Manager, Network and IT Services, the Technical Support Specialist provides Ontario Health atHome Champlain end-users with hardware and software support and resolves routine operational problems. In addition, the Technical Support Specialist provides tutorial sessions and in-services, maintains user query and assistance records and assists the Manager as required.**:
**Primary Responsibilities**:

- Provides direct support by responding to help-line calls on a daily basis from end-users from local and remote sites:

- analyzing user hardware, software and communications problems and takes corrective action
- providing information about the features of software products.
- Conducts individual familiarization and tutorial sessions as required. Interacts constantly on a one to one basis.
- Maintains and supports end-user desktop software and hardware.
- Assists in maintaining and tracking computer hardware and software inventory.
- Documents and maintains a knowledge base of frequently asked questions
- Maintains a record/log of all user queries and incidents along with their resolution and timelines
- Develops and applies checklist/standard approaches for the resolution of user queries
- Keeps system users informed of system availability matters
- Assists in manual installation of computers and related equipment at user’s workstation
- Undertakes necessary backup and security activities as required by regular procedures
- Liaise with external hardware & software vendors
- Data Entry as required
- Other related duties as assigned, consistent with the duties outlined above

**Date Posted**: October 31, 2024

**Closing Date**:November 7, 2024

**Team/Department**:Information Technology

**Hours of work**: Monday to Friday, 8:30am to 4:30pm (after hours support as required on evenings and weekends)

**FTE**: 1.0

**Starting Salary**:$28.588/hr

**Affiliation**:CUPE**

**Office Location**:4200 Labelle Street, Ottawa

**Reporting to**: Manager, Network and IT Services

What must you have?
- Community College Diploma in a related field of study and certified in at least one Microsoft product.
- Minimum 2 years previous related experience in end user computing support in a network environment
- Other relevant combination of education and experience as may be deemed acceptable by HCCSS Champlain

What would give you the edge?

**Knowledge**:
***
- Microcomputer hardware components.
- Good understanding of Local Area Networks and tools used for troubleshooting common issues. Tools include ping, tracert, nslookup and ipconfig
- Good knowledge of Active Directory Administration for user account management and management for group policies.

**Skills and Abilities**:

- Ability to problem solve and trouble shoot
- Work well within a team
- Demonstrated ability to train/teach users of the automated systems.
- Strong commitment to client service delivery
- Adapt to change and learn new software
- Must be patient, tactful and helpful
- Well organized and reliable
- Able to handle multiple demands with conflicting priorities, flexibility to adjust schedule and work additional hours if required (on-call availability)
- Strong communication and interpersonal skills required.
- Required (occasional travel between remote sites)
- Certification in Network Administration (ex. MCSA)
- Fluency in English and French is an asset

Hours of Work

Monday to Friday, 8:30am to 4:30pm (after hours support as required on evenings and weekends)

Location: 4200 Labelle Street, Ottawa ON

We offer flexible work options, this position will have a hybrid model of work with a combination of in-office and telework.

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 opportunitiesMembership in a world class defined benefit pension plan

**Who are we?**:
**We are Ontario Health atHome, 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-centered care.

**Why join us?**:
**If you’re interested **in driving excellence in care and service delivery**, and seeking an unparalleled opportunity to lead and learn, partner and connect, care and be cared for, this is your home.

**Equity, Inclusion, Diversity and Anti-Racism Commitment**:
Ontario Health atHome has implem