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BH
Service Desk Technician – Temporary Full-Time
Posted yesterday
About the role
- Service Desk Technician supporting Brockville General Hospital’s technology environment and end users. Troubleshooting hardware, networks, Windows systems, and hospital IT assets.
Responsibilities
- Receive, prioritize, document, and actively resolve end-user help requests
- Escalate incidents when appropriate to maintain SLA expectations
- Use diagnostic and help request tracking tools
- Provide in-person, hands-on desktop-level support
- Support and maintain in-house and community partners' technology environments and IT assets
- Install, configure, diagnose, repair, and upgrade corporate hardware and equipment
- Troubleshoot problem areas and resolve issues in a timely and accurate manner
- Provide end-user training and assistance
- Participate in service and hospital-wide activities and programs promoting a safe, healthy, client-centered environment
- Contribute to quality improvement and risk management initiatives
Requirements
- 3-year IT Diploma or Degree in Computer Sciences or Information Systems with one (1) year recent experience in an IT Desktop Support organization, or an equivalent combination of education and experience
- Excellent technical knowledge of corporate, networking, and other hardware
- Comprehensive hands-on hardware troubleshooting experience
- Extensive equipment support experience, preferably in a hospital or large institutional setting
- Working technical knowledge of current network protocols, operating systems, software, and standards, including Windows Servers, Citrix, and VMWare
- Ability to operate tools, components, and peripheral accessories
- Ability to read and understand technical manuals, procedural documentation, and OEM guides
- Ability to conduct research into hardware products and issues as required
- Demonstrated experience and ability to work independently and as a member of a team
- Demonstrated ability to speak, read and write English
- Demonstrated proficiency and troubleshooting skills with Windows operating systems and network environment
- Demonstrated knowledge of computer hardware and peripherals
- Demonstrated ability to use Microsoft Office products (Word Level 2 and Excel Level 2)
- Demonstrated ability to use Microsoft Outlook (Level 2)
- Demonstrated ability to deal with confidential issues
- Demonstrated knowledge of remote tools, preferably SMS
- Ability to multitask and work in a stressful environment
- Ability to deal with difficult people and people experiencing elevated levels of stress
- Basic knowledge of LAN, WAN, and TCP/IP
- Exceptional interpersonal and communication skills
- Systematic, analytical approach to problem solving
- Experience in the healthcare sector preferred
- Entry-level IT certifications and ITIL Certification considered an asset
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