Technician - IT Tier I

The Technician - IT Tier I is responsible for providing technical support and troubleshooting for Group Health Centre’s (GHC) Information Technology (IT) systems and infrastructure. This client service-focused role is part of a team responsible for delivering timely , effective, and professional technical support to GHC employees, healthcare providers and clients, ensuring technology issues are addressed efficiently and escalated appropriately to support reliable and secure IT services.

• Provide Tier-1 help desk support, as well as peer support to the team by sharing technical knowledge and assisting with troubleshooting and issue resolution.
• Monitor and action help desk tickets based on urgency, impact, and priority; elevate tickets as needed and seek vendor support when appropriate.
• Perform initial diagnostics and troubleshooting of hardware, software, connectivity, and user access issues, documenting findings and actions taken.
• Provide MyChart technical support to patients to assist with login issues and troubleshoot any reasons for not being able to access systems.
• Liaise with external partners to share information and problem-solve issues.
• Assist with the upgrading of various systems and technologies needed for smooth operations across all departments.
• Monitor various systems and alerts and triage issues or elevate to other team members as necessary.
• Assist with established procedures during system outages or service disruptions, including communicating status updates and escalating issues as appropriate.
• Actively participate in IT-related projects as appropriate.

IT Security & Access Management

• Perform routine tasks as necessary to maintain department operations.
• Track the allocation of IT equipment and software licenses, ensuring records are accurate and up to date.
• Maintain and update administrative inventory of IT assets.
• Assist with the deployment, configuration, maintenance, tracking, and retirement of IT hardware and software in accordance with established procedures.
• Coordinate the purchasing process for technical equipment by sourcing quotes from appropriate vendors for next-level approval.
• Track user issues and document solutions, maintaining accurateand current technical documentation, troubleshooting records, and knowledge base articles.
• Maintain and optimize process documentation that can be used to increase efficiencies and meet changing organizational requirements.
• Participate in the orientation of new IT team members.
• Share technical knowledge and documented solutions with IT team members to support collaboration, cross‑training, and continuous improvement.
• Keep up to date with new technologies and make recommendations on what should be implemented.
• Contribute to process improvement initiatives to improve IT service delivery and operational efficiency.
• Other job‑related duties as assigned.

Education, Experience & Licensure

• Relevant training certificate or three months of work‑related experience
• Valid G Driver's License

Knowledge, Skills, & Abilities

• Strong analytic and data management skills.
• Excellent customer service skills with the ability to explain technical information in an easy‑to‑understand way.
• Knowledge of a wide variety of technical solutions and systems.
• Excellent troubleshooting skills, with the ability to perform initial diagnostics, document findings, and elevate complex issues appropriately.
• Understanding of IT security best practices, user access management, endpoint security, and the importance of protecting confidential information.
• Great organizational skills with the ability to multitask with a high level of concentration.
• Excellent attention to detail, time management, and interpersonal skills.
• Ability to maintain accuratetechnical documentation and follow established processes and procedures.
• Ability to consistently demonstrate GHC's values of respect, kindness, compassion, and accountability in all aspects of work.

Compensation:

$28.93-$35.19

Union:

Non-Union

7:30 am-3:30 p