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Riverside Health Care’s greatest strength is our skilled team of employees with the common goal of delivering exceptional quality health care services across the Rainy River District. We support a safe and healthy work environment where each person is valued, respected and where personal and professional growth is encouraged. We are always seeking dedicated individuals who share our values of integrity, being accountable, caring, and progressive.

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IST Support Technician

Site:

La Verendrye General Hospital

Department:

Information Systems and Technology

Status:

Full-time

Salary Scale:

$29.86/hour to $39.83/hour


JOB DESCRIPTION

POSITION (Title): 

Full-Time IST Support Technician

DEPARTMENT/SERVICE AREA:

Information System and Technology

SITE:

La Verendrye General Hospital

REPORTS TO (Title): 

Director, Senior Technology

 

 

 

 

 

 

The Information System and Technology Department has an opening for a Full-Time IST Support Technician position. The successful candidate must be able to meet the normal requirements of the job and possess the following qualifications:

QUALIFICATIONS NECESSARY:

  • College diploma in the field of information technology or management information systems or a related discipline and 3 years equivalent work experience.
  • Certification in Microsoft technologies is an asset.
  • Knowledge of computer hardware, including desktops, laptops, tablets and printers.
  • Experience with desktops and server operating systems.
  • Extensive application support experience with Microsoft products.
  • Working knowledge of a range of diagnostic utilities.
  • Exceptional written and oral communication skills.
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills.
  • Strong documentation skills.
  • Experience with mobile device management software.
  • The ability to conduct research into a wide range of computing issues is required.
  • The ability to absorb and retain information quickly.
  • The ability to present ideas in a user-friendly, business-friendly, and technical language.
  • Highly self-motivated and directed.
  • Strong attention to detail.
  • Proven analytical and problem-solving abilities.
  • The ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Exceptional customer service orientation.
  • Experience working in a team-oriented, collaborative environment. 

BASIC RESPONSIBILITIES:

The IST Support Technician’s role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end-user help requests within a timely manner. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands on help at the desktop level.

TRAINING

Riverside Health Care will train staff to satisfy skill set gaps and encourage individuals to apply that are self-motivated and want to learn but may not have all the expertise listed.

SPECIFIC DUTIES:

Strategy and Planning

  •  Evaluate documented resolutions and analyze trends for ways to prevent recurring issues.
  •  Alert IST team to emerging trends in incidents.

Acquisition and Deployment 

  • Deploy hardware and software as needed manually or using automated deployment tools.
  • Assist in software releases and rollouts according to change management best practices.

Operational Management 

  • Serve as tier-2 support for escalating system issues: provide timely response to customer escalations.
  • Assist in providing tier-1 support when staffing gaps require it. 
  • Act as an escalation point for advance or difficult help requests.
  • Use MDM tools to manage and patch tablets and cell phones.
  • Build rapport with helpdesk customers.
  • Escalate incidents with accurate documentation to suitable tier-3 administrator or vendor, when required.
  • Record, track, and document the helpdesk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
  • Use remote tools and diagnostic utilities to aid in troubleshooting.
  • Research solutions through internal and external knowledge based as needed,
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
  • Assist System Administrator with server management and related hardware when required.
  • Assist Network Administrator and System Administrator with business applications, infrastructure, and security when required.
  • Test fixes to ensure problems have been adequately resolved.
  • Perform post- resolution follow ups with Helpdesk Technicians as required.
  • Develop help sheets and FAQ lists for end users.
  • Lifting and transporting of moderately heavy objects, such as computers and peripherals. 
  • Provide suggestions for continual improvement.
  • On-call availability for approximately 10 days per month.
  • Travel between RHC sites is required as needed.
  • Other duties or responsibilities may be assigned.

POSITION AVILABLE:

·         This Full-Time position will commence: As soon as possible.

CONDITIONS OF EMPLOYMENT:

  1. Human Resource Policies
  2. Corporation Policies
  3. Departmental Policies

 
 
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