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Service Desk and Support Technician

Hybrid
Ontario
Mid Level
full_time

About the role

Why is this role important?

Under the direct supervision of the Team Lead, the Service Desk and Support Technician provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. The Service Desk and Support Technician performs both immediate and permanent restorative and corrective actions by diagnosing, prioritizing and resolving incidents and fulfilling approved service requests via proactive and/or scheduled maintenance, installation or replacement of end-user components in a timely and repeatable manner.

In support of ITSM Problem Management, the IT Support Technician identifies trends in ongoing technical issues and implements permanent resolutions, complying with existing processes and standards and contributes to ongoing evolution through continuous improvement and collaboration.

What you'll do

  1. Provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. This includes, but is not limited to onsite and remote support, installation and configuration of laptops, tablets, mobile devices, peripherals, and videoconferencing/conference rooms.

  2. Recommends and performs proactive and/or scheduled maintenance, installation or replacement of laptop components and software, including testing and monitoring, utilizing and maintaining supporting systems, processes, and documented procedures, as well as escalating problems to the appropriate Senior Staff as required.

  3. Executes and supports the desktop/laptop life cycle management process through imaging, configuration, installation and recovery of laptops and peripherals as required. Manages the IT inventory via prescribed systems and processes, including physical storage of equipment in designated areas which are kept secure and organized.

  4. Provides technical consultation and/or recommendation solutions to technical requirements or issues of medium complexity.

  5. Actively participates, supports and adheres to CIHI’s ITS processes including, but not limited to: ISMS (Information Security Management System) relevant to the personal workstation environment (e.g. secure hardening of devices, proper disposal/wiping of hard drives), the ITIL Foundational processes (incident, change and problem management).

  6. Assists in the ongoing documentation and development of standard operating procedures and technical knowledge base for end user support.

What you'll bring to the table

• Undergraduate degree or diploma in Computer Systems Technician, Computer Engineering Technology, Computer Science or equivalent combination of experience and education.

• 1-3 years’ experience in a Desktop Support role and/or within a technical service desk environment (Windows PC/laptop/tablet hardware, and peripherals).

• Demonstrated ability to install, configure and support Windows desktop hardware and software, possessing analytical and problem-solving skills with ability to effectively prioritize, manage and execute tasks in a time sensitive manner.

• Working knowledge of Active Directory and Office365.

• Demonstrated experience in documenting operational procedures.

• Strong customer-service skills/orientation, being able to liaise between people of both a technical and non-technical background.

• Collaborative and team oriented. Excellent communication and interpersonal skills (oral/written).

• Adaptability, willing to work overtime when required.

• Knowledge of ITIL foundations and certifications are a desired asset.

• Fluency in English required, bilingualism in both official languages is an asset.

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our 'Careers' section.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

As part of CIHI’s applicant screening process, we complete a comprehensive pre-employment background check for all potential hires. This includes a criminal record check, credit report, social media, and education verification.

At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.

About Canadian Institute for Health Information

Hospitals and Health Care
501-1000

CIHI is an independent, not-for-profit organization that provides essential information on Canada’s health system and the health of Canadians. Our stakeholders use our broad range of health databases, measurements and standards, together with our evidence-based reports and analyses, in their day-to-day decision-making. We protect the privacy of Canadians by ensuring the confidentiality, integrity and availability of our health care information.