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POSITION
(Title):
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Full-Time Information Systems & Technology Support
Technician
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DEPARTMENT/SERVICE
AREA:
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Information Systems & Technology (IST)
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SITE:
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LaVerendrye General Hospital
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Reports:
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Director – Information Systems & Technology
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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.
Responsibilities
Strategy & Planning
· Evaluate documented resolutions and analyze trends for
ways to prevent recurring issues.
· Alert IST team to emerging trends in incidents.
Acquisition & 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 advanced 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
knowledgebase 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 Requirements
Formal Education & Certification
· 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 & Experience
· Knowledge of computer hardware, including desktops,
laptops, tablets, and printers.
· Experience with desktop 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.
Personal Attributes
· 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 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.
RESPONSIBLE TO:
Responsible to the Director
– Information Systems & Technology
CURRENT ASSIGNMENT:
This
position may be required to work days, and on call
POSITION AVAILABLE:
This Full Time position will
commence: As soon as possible.