IT Support Specialist, Digital House

4 weeks ago

Ottawa, Canada Accreditation Canada Full time
ABOUT THE ROLE:

The IT Support Specialist is a crucial member of the Digital House team, responsible for providing fast and effective technical assistance (Tier 1) on computer systems. They will play a pivotal role in ensuring the smooth operation of IT services by addressing technical queries, offering advice, and troubleshooting issues promptly. The ideal candidate will possess strong technical knowledge, troubleshooting skills, effective communication skills, and a customer-oriented approach.

Main Responsibilities:

Monitor all communication avenues with IT, serving as the initial point of contact for incidents and service requests. Log incident/service request details accurately and efficiently. Perform initial troubleshooting and support to restore normal business function swiftly. Escalate incidents/service requests following established guidelines. Keep users informed of incident progress and upcoming changes or outages. Maintain comprehensive documentation of procedures, policies, and technical user-oriented documentation. Provide basic training and assistance with hardware, software, and telephones. Update and maintain IT equipment and software inventory regularly, including tracking warranty information on hardware. Implement various projects ranging from desktop migrations to network upgrades in collaboration with the team. Stay updated with latest developments in Microsoft Intune and other M365 products. Ensure adherence to health and safety practices and standard operating guidelines.

Must Have Qualifications:

Extensive experience with: Microsoft 365 and Office applications, Microsoft desktop and server operating systems, and Microsoft Active Directory, File Servers, Network shares, Group Policy. Experience in managing devices and applications using Microsoft Intune Excellent communication skills, both verbal and written, with strong interpersonal skills. Proficient in customer service practices with strong organizational and time management abilities. Ability to adapt to changing priorities, meet deadlines, and handle interruptions effectively. Strong troubleshooting and problem-solving skills with the capability to multitask in a fast-paced environment. Familiarity with iPhone/iPad, iOS setup, and various mobile device management software. Sound knowledge of cybersecurity practices concerning end-users and workstation equipment. Proficiency in TCP/IP, basic networking concepts, end-user VPN connectivity, and configuring/troubleshooting network MFPs. Research and learn technical details of all new hardware and impart knowledge to other IT Staff. Evaluate current hardware and advise on future upgrades to accommodate business needs. Demonstrated ability to develop and maintain comprehensive documentation. Third-party application installations.

WHAT YOU CAN EXPECT:

In Your First 30-90 Days:

Complete our orientation program with other new hires to learn about HSO, our values of trust, inclusion, collaboration, innovation and learning, and our mission of quality improvement in healthcare and social services. Set your performance and learning objectives for the year in collaboration with your people manager. Meet regularly with your people manager to discuss your learning progression and alignment for your accountabilities. Take on assigned initiatives or projects for your role.

What We Can Offer To You: 

Hybrid work model. Competitive compensation and benefits, including a defined benefit pension plan. Time off programs, including office closure during last week of December. Professional development support. A culture that measures and values psychological safety, inclusion and engagement.

WHO WE ARE AND WHAT WE DO: 

Health Standards Organization (HSO) and our affiliates Accreditation Canada (AC) and the Institute for Quality Management in Healthcare (IQMH) are global, not-for-profit organizations. Together, we develop standards and deliver assessment programs and quality improvement solutions that have been adopted in over 12,000 locations across five continents. Our people-centered programs and services have been setting the bar for quality across the health ecosystem for 65 years.

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