Position Details

Posting #: 31506

Department: DS-Infrastructure Client Svcs

Employee Type: Regular, Full Time

If Temporary, Number Of Weeks Union: Non-Union

Openings Remaining: 1

Schedule

Work Days: Monday to Friday

Time of Day: Days

Shift: 7.5 hour

Shift Start: Hours are subject to change based on operational requirements.

This position may be scheduled at any of the following sites: Charlton Campus (Hamilton Downtown)

Application Dates

Opening Date: 12/06/2025

Closing Date: 19/06/2025 Applications must be received online by 12:00 midnight on the Closing Date

Position Description

Position Summary The role of the Desktop Support Analyst is to:

• Deliver desktop support to SJHH's 3 Campus sites as well as SJHH partner sites and projects via phone, technology and/or desk side
• Resolve user issues deploying and upgrading desktop applications and technology; and to
• Set technology standards and improve desktop processes

Qualifications Community College Diploma in Information Technology (focus on Network Technology and/or software development/ application focus) with Co-op OR

• Graduation from an equivalent relevant IT formal education program
• Minimum 3 years pertinent Desktop technology support experience
• Competency in core Microsoft Office system products
• Working knowledge and experience with mobile devices such as iPads, iPhones, Blackberry's, etc.
• Working knowledge of a range of diagnostic utilities
• Advanced knowledge of personal computer operating systems hardware and peripherals.
• Effective listening and comprehension skills to interpret user requests and resolve support problems.
• Proven written and oral communication skills for helping/instructing customers.
• Customer service orientation to work in a demanding customer-oriented environment.
• Creative insightful thinking is crucial to this role due to the need to discover the root cause and appropriate solutions.
• Able to handle multiple requests and prioritize work in a diverse and complex environment.
• Ability to conduct research into a wide range of computing issues.

Responsibilities Resolves (Tier 2) issues related to specialized areas such as:

• Advanced features of SJHH standard software
• Application printing/network queues
• Troubleshoots and contacts vendors to repair/resolve network connectivity issues related to name resolution and jack activation.
• Establishes organization wide software and hardware configuration for desktops and investigates and resolves complex malfunction issues with PC's printers lap tops copiers and peripherals.
• Evaluates and recommends upgrades to desktop and portable computers and provides advanced knowledge on functionality of various options.
• Initiates warranty or maintenance renewal contracts with vendors and reviews service level agreements.
• Advises departments on unique non-standard hardware and peripherals.7. Co-ordinates small projects e.g. configures and deploys PC upgrade for a department or project.
• Advises and recommends solutions to users with unique requirements within technological limitations
• Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactively escalates the issue for resolution within Operations or Applications teams.
• Develops and designs User Acceptance Testing criteria for enterprise-wide desktop solutions.
• Installs and configures specialized applications for departmental groups and users,
• Co-ordinates departmental responsibilities for New Hires, Moves, etc with respect to all technology set-up.

St. Joseph’s Healthcare Hamilton (SJHH) is an equal opportunity employer and strives for equity, inclusiveness, and diversity in all our programs, practices, facilities, and people. We foster a culture of patient and staff safety where all positions comply and work in conjunction with the Mission, Vision, and Core Values of SJHH . We thank all applicants for their interest, however, only those selected for an interview will be contacted. SJHH is committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process.