Information Tech Support Analyst – Information Technology – Full Time

Purpose
Reporting directly to the Manager Information Technology & Biomed, the Service Desk Support Analyst is primarily accountable for providing end-user support services across the IT service portfolio at Sault Area Hospital.

Duties And Responsibilities

• Deliver IT support services to the Sault Area Hospital community. This includes desktop computers, printers, telephony devices, handhelds, and other equipment.
• Participate in on call rotation to provide support services after 5pm and on weekends.
• Additional tasks may be assigned based on workload and ticket volume including but not limited to providing front line Helpdesk services to the Sault Area Hospital community including clinical and non-clinical staff using a variety of contact methods including but not limited to: Telephone, Email and in person.
• Manage support tickets including prioritization of requests and reporting to ensure optimal service levels at the Service Desk.
• Liaise with, and provide training and support to, end users and staff on computer operation and other issues.
• Install, configure, test, maintain, monitor, and troubleshoot end user workstation hardware/software, networked peripheral devices, and networking hardware/software products.
• Perform incident resolution following ITIL framework – on-site analysis, diagnosis, and resolution of complex PC problems for a variety of end users, and recommend and implement corrective hardware solutions, including off-site repair as needed.
• Receive and respond to incoming calls, pages, and/or e-mails related to all end-user products and services at Sault Area Hospital
• Develop and maintain an inventory of all IT equipment utilizing asset management tags and related database in ITSM solution.
• Must meet service quality and quantity standards, managing the workload on shifts.
• Ensure support requests are processed properly, timely, and accurately.
• Work with end users to identify and deliver required IT service levels.
• Assist end users with new solutions for enhancement of services
• construct, install, and test customized configurations to meet specific end user requirements.
• Liaise with third-party support and IT equipment vendors
• Other duties as assigned.

Qualifications

• College diploma or university degree in Information Technology or related field
• 3 years equivalent work experience would be an asset for this position

Knowledge And Skills

• Ability to work effectively and efficiently as a team member in a fast paced environment in stressful situations.
• Customer service, interpersonal and telephone skills.
• Computer literacy in an enterprise environment (Microsoft, Cisco, VMWare)
• Ability to maintain successful working relationships with the interdisciplinary team to achieve positive patient outcomes.
• Ability to organize time effectively to perform the duties of the position, including prioritization of tasks.
• Ability to meet and interact with people in a pleasant, professional, responsible and reassuring manner.
• Behaviour consistent with Hospital Mission, Values and Standards of Performance.
• Ability to read, write and communicate to perform the duties of the position.
• Knowledge and experience working with Windows based operating systems including but not limited to: Current Windows client/server operating systems, and Apple iOS.
• Knowledge and experience working with technology based hardware including but not limited to desktop computers, printers, telephony devices, handhelds, and other equipment.
• Knowledge and experience working with virtual computing environments.
• Knowledge and experience working with enterprise networking systems including switching concepts, vlans, and IP based network connectivity.
• Ability to present ideas in user-friendly language.
• Self-motivated and directed.
• Keen attention to detail.
• Analytical and problem-solving abilities.

Note: Because of the changing nature of the work and work to be done, other responsibilities and duties may by assigned and qualifications may be adjusted from time to time. Only those selected for the test/ interview will be contacted.