Service Desk Support

Position Profile: **Build your career – at the hospital that’s built for the future** Since opening our doors in 2015 as North America’s 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 850,000 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 Queen’s 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, we’re 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 a **Service Desk Support** person to join our **Information Systems & Telecommunications** team. Working collaboratively with staff, the successful incumbent 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. **Employment Status:** Part-time **Hours of Work:** Days, afternoons, evenings, overnights, weekends and stat holidays **Location:** Humber River Health – all sites **Labour Group:** Non-Union **Salary Range:** $67,202.40-$84,055.73 **Reporting Relationship:** **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 de-provisioning user accounts in accordance with corporate policies and procedures * Ability to provide tra