Help Desk Technician

About Us:

The North Shore Health Network provides rural healthcare for communities along the north shore of Lake Huron – including services in Blind River, Thessalon and Richards Landing. The North Shore Health Network sites have been serving their communities faithfully for many years providing emergency, acute, complex continuing care, long term care and community support services.

The Role:

The role of the Helpdesk Technician’ is to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end-user help requests and escalating incidents when considered appropriate and necessary. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as requiring that the individual give in-person, hands-on help at the desktop level.

QUALIFICATIONS

Education and Training

· Minimum of a 3-year community college diploma or university degree in computer/information systems or related program.

Experience:

· Experience in application troubleshooting and client support.

· Detailed knowledge of Windows Client OS, Microsoft Office, Active Directory, Exchange, and Enterprise Level Antivirus

· Experience with desktop and application server support

· Knowledge of current network hardware, protocols, and standards.

· Hands-on hardware/software troubleshooting experience.

· The ability to work independently with minimal supervision.

· Ability to present ideas in user-friendly language.

· Highly self-motivated and directed.

· Proven analytical and problem-solving abilities.

· Ability to effectively prioritize and execute tasks in a high-pressure environment.

· Experience working in a team-oriented, collaborative environment.

· Strong written and oral communication skills.

· Keen attention to detail.

· Strong interpersonal skills.

· Ability to provide regular attendance.

· Prior experience working in a healthcare environment would be an asset.

Technologies:

Experience with the following technologies would be an asset:

• VMWare vSphere
• VMWare Horizon
• Sonicwall Firewalls/Mobile Appliance
• Imprivata Tap Card Solutions
• Mimecast
• Unitrends Backup Solutions
• Cisco Meraki
• Microsoft Exchange Online

Responsibilities:

· First contact point for all Help Desk calls and emails to the Informatics & IT Department.

· Resolve or escalate tickets as required

· Restore and repair computer breakdowns or provide temporary workaround to ensure minimal disruption to staff work

· Install and setup computers

· Assist Tier II Technician or other Informatics & IT staff as needed

· Assist with the testing of new hardware and software products.

· Install and configure software and hardware for staff

· Troubleshoot LAN, WAN, WIFI and Internet problems.

· Investigate and research solutions and software on the Internet.

· Assist with the preparation and ensure accuracy of documentation, procedures manuals, and quick reference guides.

· Support other hospital sites as assigned

· Other related duties as assigned.

Hours of Work

Full-time hours of work will be between 8:30 and 4:30, Monday to Friday. However, flexible hours for support and implementation of systems may be required at times.

Travel and Work Location

Travel is required between Blind River, Thessalon and Richard’s Landing hospitals on a flexible schedule that ensures needs are being met at all sites. Employee primary location will be in Blind River.

Other

Valid Ontario’s Driver’s License

Own reliable transportation

Clear Criminal Record Check

NSHN has a COVID-19 Vaccination Policy that requires covered individuals to take part in COVID-19 vaccination programs recommended by Public Health; unless they are approved for a human rights accommodation from NSHN. Compliance with this policy is mandatory for this position.

In order to ensure equal opportunities during the recruitment and selection process, North Shore Health Network provides accommodations for applicants with disabilities, upon request.

North Shore Health Network thanks all applicants for their interest. Please note that only those applicants selected for an interview will be contacted.

Job Types: Full-time, Permanent

Salary: $54,906.00-$61,783.00 per year

Benefits:

• Dental care
• Extended health care
• Paid time off

Schedule:

• Monday to Friday

Experience:

• IT support: 1 year (preferred)

Licence/Certification:

• CompTIA A+ (preferred)

Ability to Commute:

• Blind River, ON P0R 1B0 (required)

Ability to Relocate:

• Blind River, ON P0R 1B0: Relocate before starting work (required)

Work Location: In person