Desktop Support Technician/telecom

**Work Type: Full Time**

**Position: Telecom Desktop Technician**

**Location: WRHN**

Home to seven regional programs and comprehensive health-care services, Waterloo Regional Health Network (WRHN, pronounced wren) is committed to meeting the current and emerging needs in Waterloo-Wellington and beyond.

WRHN is redefining the health-care experience through collaboration and innovation, addressing barriers to access, advancing care delivery, and setting new standards in compassionate, empowered community-driven health care.

At WRHN, every patient is at the centre of everything we do as we strive to improve lives, inspire healing, and build healthier, stronger communities. By listening to patients and partners, we strive to connect communities to the right care, at the right place, and at the right time.

**Please Note**:New employees must provide documentation/proof of COVID-19 vaccination status, a 2-step TB test, as well as proof of immunity to measles, mumps, rubella, and varicella (chickenpox) prior to their start date at Waterloo Regional Health Network (WRHN). New Employees will require clearance from Employee Health, Safety and Wellness before they are able to begin any position within WRHN.

**Position Summary**:
The Desktop/Telecom Support Analyst is responsible for providing technical support for desktop systems, telecom infrastructure, and unified communications platforms, with a strong focus on Cisco Unified Communications Manager (CUCM). This role ensures the reliability, performance, and security of end-user computing and voice systems across the organization.

**Telecom**

- Administer and support Cisco CUCM, Unity Connection, and Jabber environments.
- Coordinate telecom installations, upgrades, and maintenance with vendors.
- Monitor system performance and ensure high availability of voice services.
- Maintain telecom documentation and ensure compliance with security policies. Administer and support Cisco CUCM, Unity Connection, and Jabber environments.
- Coordinate telecom installations, upgrades, and maintenance with vendors.
- Monitor system performance and ensure high availability of voice services.
- Maintain telecom documentation and ensure compliance with security policies.

**Desktop Support**

- Provide technical assistance for desktop hardware, software, and peripheral issues.
- Install, configure, and maintain desktop and laptop systems (Windows/Mac/Linux).
- Maintain inventory of hardware/software and manage lifecycle replacements.
- Document support procedures and maintain an updated knowledge base. Provide technical assistance for desktop hardware, software, and peripheral issues.
- Install, configure, and maintain desktop and laptop systems (Windows/Mac/Linux).
- Maintain inventory of hardware/software and manage lifecycle replacements.
- Document support procedures and maintain an updated knowledge base.

**Collaboration & Communication**

- Work closely with IT infrastructure, network, and security teams to resolve cross-functional issues.
- Provide end-user training and support for telecom and desktop technologies.
- Participate in projects involving system upgrades, migrations, and new deployments.

**Security & Compliance**

- Ensure systems are patched and compliant with organizational security standards.
- Support incident response and vulnerability remediation efforts.
- Maintain secure configurations for desktop and telecom system

**Position Requirements**:

- Completion of post-secondary diploma/degree in an Information Technology program Computer Systems Technician or Network Technical Support
- Three (3) years recent experience in a service desk setting
- Experience identifying and troubleshooting Credential, Software, Mechanical and Network based issues.
- Advanced knowledge with Hospital related software Cerner, Infor, Meditech, Microsoft and AD Administration.
- Demonstrated effective communication and interpersonal skills, including excellent telephone etiquette in order to provide the highest level of customer service.
- Ability to document legibly, clearly and appropriately on multiple Service Desk platforms.
- Proven ability to work in a fast-paced, multi-task environment with mínimal supervision utilizing effective organizational and problem-solving skills.
- Minimum typing speed of 60 WPM.
- Demonstrated acceptable performance and attendance policy

**Application Instructions**:
EMPLOYEES OF LEGACY ST. MARY’S GENERAL HOSPITAL ARE REQUIRED TO SUBMIT THEIR APPLICATION ELECTRONICALLY USING INFOR.

Waterloo Regional Health Centre is committed to fair and equitable employment and in our recruitment and selection practices. We strongly believe in inclusion and diversity within our organization, and welcome all applicants including, but not limited to racialized communities, all religions and ethnicities, persons with disabilities, LGBTQ2S+ persons, Indigenous people, and all others who may contribute to the further diversification of our Hospital community.