Title: Information Services Support Technician

Reports to: Manager, Information Services

Position Type: Full-Time, Permanent, 37.5 hours/week

Salary: $51,499.50 - $60,586.50 Annual or $26.41 - $31.07/ hour

Vacancy Status: New Vacancy

Location: 263 Weller Ave

Position Summary

The Information Services Support Technician is a resource and support to the Manager of Information Services and employees of KCHC. This position plays an important role in our multi-site client-server network by monitoring our service desk ticketing system and responding to staff inquiries, providing technical support in collaboration with the Information Services team and external support vendor, processing the flow of hardware, handling user account creation and related staff onboarding activities, and assisting with other duties and projects as required.

Key Responsibilities

Technical Support for Staff

• Monitor the Service Desk ticketing system and provide Tier 1 technical support in person, over the phone, through email and using remote support tools to staff across the organization (multi-site, client server network)

• Collaborate with the Information Services team and external support vendor to ensure timely follow up, communication and escalation related to support requests

• Process the flow of hardware (computers, phones, printers etc.) by receiving shipments, configuring and deploying devices, performing maintenance, tracking stock levels, disposing of eWaste and related tasks

• Assist with the administration of user and email accounts, access permissions, and other IT onboarding and offboarding tasks

• Other duties as required to assist with Information Services activities and projects

Organizational Responsibilities

• Comply with all relevant legislation and KCHC policies, including privacy laws

• Commits to acquiring an understanding of the importance of trauma responsiveness and the impact of Adverse Childhood Experiences (ACEs)

• Commits to demonstrating an ongoing commitment to Equity, Diversity, Inclusion, Indigenization and Accessibility (EDIIA) by representing the diverse nature of our communities, promoting and practicing inclusion

• Supports consistent application and development of KCHC policies and procedures

• Supports KCHC’s student and volunteer placement programs

• Promotes awareness of and participation in KCHC activities

• Demonstrated commitment to continuous learning and quality improvement

• On occasion, perform other temporary duties as required

Basic Education and Experience Requirements

• Relevant post-secondary education, OR a minimum of 3 years of experience in an Information Technology setting

• Experience providing technical support

• Experience with Microsoft 365/SharePoint, Microsoft InTune, Active Directory/Entra ID, Avaya telephone systems, Support Desk ticketing systems, PC setup and configuration preferred

Knowledge, Skills and Abilities

• Education or experience in a health care setting is an asset

• Expertise troubleshooting issues with applications, hardware and network/internet connectivity for computers, telephones (desk and mobile) and print/copy/scan machines

• Experience providing technical desk side support (in person and/or virtually)

• Strong organizational skills, excellent attention to detail

• Strong communication skills (written/verbal) and the ability to tailor your approach to individual staff needs

• Proven ability to multi-task, follow written and verbal instruction, and meet deadlines

• Proven ability to prioritize tasks, with special consideration given to staff schedules and availability

Other Requirements

• Demonstrated commitment to quality improvement (training in quality improvement an asset)

• Ability to work outside normal business hours on occasion if required

• Current and satisfactory Criminal and Vulnerable Persons Check

• Access to a vehicle and valid driver’s license

• French language is an asset

As a registered professional, to abide by and be accountable to the ethics and standards set out by the relevant regulatory body of the profession. All KCHC staff have a duty to understand and follow KCHC policies, uphold high ethical and professional standards, and maintain confidentiality and privacy, using tact and good judgment in all dealings with other staff and clients.

At Kingston Community Health Centres (KCHC), we understand that the work of Equity, Diversity, Inclusion, Indigeneity, and Accessibility (EDIIA) is ongoing. We are dedicated to being accountable, transparent, and responsive to the holistic needs of the communities we serve. We will continue to listen, learn, and take meaningful action to ensure that our policies, practices, and services create an environment where everyone, regardless of their identity or circumstances, can thrive.

We actively encourage individuals from all backgrounds, including but not limited to women, racialized groups, Indigenous peoples, persons with disabilities, and those who identify as members of the 2SLGBTQI+ communities, to apply to KCHC. Our commitment to EDIIA is a living practice, one that evolves as we grow and learn together. We pledge to contribute to building a system that is equitable, diverse, inclusive, accessible, and welcoming for all.

KCHC is an equal opportunity employer, respecting and embracing the needs and diversity of our employees. If you require accommodation to fully participate in the hiring process, please notify Human Resources.

Kingston Community Health Centres, 263 Weller Ave. Kingston ON, K7K 2V4 www.KCHC.ca