Grow Your Career at Brant Community Healthcare System (BCHS)

At BCHS, we are driven by a bold vision:**To Lead Beyond Care.**As a two-site community hospital system in Brantford and Paris, Ontario, we serve with purpose, passion, and a deep commitment to the people who rely on us.

• Brantford General Hospital – Our acute care hospital offering a full spectrum of inpatient and outpatient services.
• The Willett in Paris – Home to our urgent care centre and transitional care services, supporting patients through every step of their healthcare journey.

With over 130 years of service, BCHS is evolving with a renewed focus on excellence, collaboration, and innovation. Our strategic priorities center on Quality Care, Connected Teams, and a Healthy Future for our patients, our people, and our community. Our culture is shaped by our core values and pillars:

Core Values

Four Pillars

Be Bold and Courageous

Commit to Excellence

Champion Equity

Be Trustworthy

Patient-First

People-Centred

Partnership- Based

Progress- Focused

These values reflect who we are, what we stand for, and how we work together to have influence. Join us in shaping the future of healthcare—right here at BCHS.

Why Choose BCHS?

-Investing in You– Access to a centralized Education Fund, tuition support, and professional development opportunities. -Flexible Scheduling– Within a standard work week -Career Growth– Internal job postings, mentorship programs, and leadership development. -Predictable Work Locations– Stability and consistency in your work environment. -Collaborative Team Culture– Work alongside skilled professionals in a supportive, interdisciplinary setting. -Employee Wellness Matters– Peer Support Team, Wellness Committee, Free, confidential Employee Assistance Program (EAP) for employees and their families. -Commitment to Safety– Comprehensive safety programs for all -Competitive Compensation and Benefits–– Salaries and benefits designed to align with industry standards, reinforcing our commitment to attracting and retaining top talent. Excellent Pension Plan. -Diversity & Inclusion– We are actively working to diversify our teams and remove systemic barriers in hiring, retention, and advancement. We track and report on our progress because representation matters. We regularly review our benefits, policies, and programs through an equity lens to meet the needs of our diverse teams. Provide accommodations for religious practices and use trauma-informed policies that support mental wellbeing. -Recognition & Rewards– Employee appreciation programs and professional recognition opportunities and Corporate Committee -Community Impact– Make a real difference in patient care and public health every day. -Choose Civility–Where every interaction matters. Civility and respect shape our workplace, as individuals treat one another—and the communities we serve with dignity, empathy, and cultural awareness. We foster a culture of civility by raising awareness, setting clear expectations, and continually reviewing our policies and practices to ensure respect is at the core of everything we do.

Position Summary

Reporting to the Manager, Information and Communication Technology, the Service Desk Agent provides first level support to end users of hospital systems and devices. They are the first point of contact for end user technology and system support, solving issues themselves where possible, triaging and escalating others where appropriate. The Service Desk Agent represents the ICT department in a user’s first impression of support service.

Primary Responsibilities

• Receive and manage inbound support phone calls, portal tickets, emails requesting support and “walk in” service requests.
• Provide calm professional support to clinical and non-clinical users, technical and non-technical users.
• Accurately log all incidents and requests received, categorizing and prioritizing based on clinical impact, financial impact and time sensitivity.
• Provide first level support for access issues such as account unlocks and password resets, and connecting to the wired or wireless network or remote access
• The service desk agent must accurately log all incidents and requests that they receive, detailing the problem or question. Tickets must be categorized and prioritized based on clinical impact, financial impact and time sensitivity.
• Provide mentorship and training to onboarding service desk co-op students
• Management of the Service Desk Self Service Knowledge base articles. Creation and revision of KB solutions of common issues facilitating user self service.
• Creation of SOP’s, and tip-sheets for end users in support of change management communication initiatives.

Mandatory Qualifications

• College Diploma in Computer Science or Telecommunications required.
• Professional industry certification (e.g. Microsoft 365 Fundamentals, ITIL Foundation, CompTIA IT Fundamentals etc) preferred.
• Prior experience in supporting a hospital computing environment an asset.
• Advanced knowledge of Microsoft products (Windows, Office, Exchange, SCCM and Active Directory) and related support tools.
• Basic networking and telecommunications terminology.
• Structured troubleshooting techniques.
• Strong organizational, time management, and interpersonal skills.
• Ability to work independently and collaboratively across all levels of the organization.
• Criminal Record Check required

Core Competencies

• Demonstrated problem solving and troubleshooting skills
• Proficient in using available support tools to diagnose and resolve issues remotely over phone
• Proven ability to work unsupervised and as a team player
• Demonstrated effective interpersonal, communication, time management and multi-tasking skills

Our Commitment to Equity, Diversity, and Inclusion

BCHS is committed to building an inclusive and accessible workplace that reflects the diversity of the communities we serve. We welcome people from all walks of life, including people of all genders, sexual orientations, racial and ethnic backgrounds, Indigenous identities, abilities, and lived experiences. Inclusion is part of how we deliver better care

We are dedicated to removing barriers and providing accommodations at every stage of the hiring process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require any accommodations, please inform us when contacted, and we will work with you to meet your needs.

Ready to Make a Difference? If you are passionate about healthcare and looking for a supportive and dynamic work environment, we would love to hear from you! Apply today and join BCHS in delivering exceptional care with compassion and integrity.

AI Use in Hiring Brant Community Healthcare System does not use artificial intelligence (AI), automated tools, or algorithms to screen, assess, or rank candidates during the hiring process; all applications are reviewed by our recruitment team.