Service Desk Support

Build your career at the hospital thats built for the future

Since opening our doors in 2015 as North Americas first fully digital hospital we remain unwavering in our belief that we can change the hospital where we work the community where we live and the world of healthcare beyond our borders. Serving a community of 850000 residents in North West Toronto Equity Inclusivity and active participation in the North West Toronto Ontario Health Team are key initiatives important to our Team. At Humber River Health we use a custom combination of technology and clinical expertise to rebuild elements of care. We make technology work for staff and physicians; giving them more time to spend with patients to eliminate inefficiencies and to reduce the chance of errors. Humber River Health is formally affiliated with both the University of Toronto and Queens University and committed to becoming a community academic hospital. Clinical Excellence Optimizing Care through Technology and Community Connection frame our Research Strategy.

At Humber River Health were not hoping for a renaissance we are making it happen. As part of our dynamic team you can lead the way as we continue our journey towards high reliability care!

We currently have an exciting opportunity for aService Desk Support person to join ourInformation Systems & Telecommunications team.

Working collaboratively with staff the successfulincumbent will deliver first level support innovative customer focused service by analyzing troubleshooting and resolving Computer hardware/software and application related issues to hospital Staff Physician and Volunteers in an efficient and courteous manner.

Reporting Relationship: Manager Technical and Support Services
Employment Status:Parttime
Hours of Work: weekdays evenings weekends overnights and stat holidays
Location: Humber River Health all sites
Labour Group: NonUnion

Responsibilities:

• Acting as the first point of contact for all computer and related hardware application and telecom related requests for IT service and support.
• Resolve technical issues related to servers computers printers computer peripheral devices and telecommunication devices.
• Troubleshoot and resolve issues with Microsoft Windows operating system Microsoft Office and health information applications.
• Recording categorizing and logging requests for service using a central ticket management solution;
• Leveraging available tools (SMS remote support utilities knowledge base and other sources of documentation) to resolve incidents in an efficient and effective manner
• Transferring and escalating incidents and problems to 2nd/3rd level support resources and following up with ticket owners to ensure resolution in a timely manner;
• Provisioning changing and deprovisioning user accounts in accordance with corporate policies and procedures
• Ability to provide training to staff and users.
• Develops procedures and provides documentation for staff and users manuals.
• Upgrading existing PC Hardware and software.
• Provide technical support to hospital staff during business and after hours by participating in oncall rotation
• Provides enduser support for the installation and support of applications.
• Other duties as assigned.

Requirements:

• Successful completion of University and/or Community College diploma in a healthrelated or computer technology program.
• Minimum 3 years experience in a Technical Service Desk role is required.
• Minimum 3 years experience with expert level proficiency in Microsoft Windows 7 Windows 8 and Microsoft Office 2013 MS Server 2008/12 MS SQL 2008/12 and Citrix Desktop is required.
• Experience with Meditech and other healthcare information applications is an asset.
• Experience with troubleshooting and resolving computer hardware printer hardware peripherals and EMail Systems issues is required.
• Experience in troubleshooting Local and Wide area networks and is an asset.
• ITIL Foundation experiences and/or certification is an asset.
• A highly developed customerservice orientation.
• Excellent attendance and discipline free record required.

Interested applicants are required to submit an Application before the closing date. We thank all candidates that apply but only qualified candidates will be contacted for an interview

Why choose Humber River Health

At Humber River Health our staff physicians and volunteers are lighting new ways in healthcare. We are proud to be recognized as a part of Greater Torontos Top Employers by Mediacorp Canada Inc. We support employees by providing evidencebased leadership and cultivating a culture that consistently wows with our unwavering commitment to Staff Physician and Volunteer engagement. We are a member of the Toronto Academic Health Science Network (TAHSN) and are deeply involved in research and academic collaboration. We are dedicated to highquality patient care and demonstrate our values of compassion professionalism and respect.

Attracting and retaining a workforce that represents the diverse communities surrounding Humber River Health is a priority. We encourage applicants from all equitydeserving groups including but not limited to individuals who identity as Indigenous racialized seniors persons living with disabilities women and those who identify as 2SLGBTQ.

Applicants will not be discriminated against on the basis of race creed sex sexual orientation gender identity or expression age religion disability medical condition or any protected category prohibited by the Ontario Human Rights Code and Accessibility for Ontarians with Disabilities Act.

Accommodations are available throughout the recruitment process as well as during employment at Humber River Health. Please direct any accommodation requests to our recruitment team.