IT Operations Specialist

Operations Specialist- Competition #2022-354

About Us

The partnership of EFW Radiology owns and operates fourteen community-based clinics providing Diagnostic Imaging, Maternal Fetal Medicine, and Pain Management services.

Our Core Values

Compassion: We treat others with kindness, respect and consciously choose to meet the needs of others.

Trust: We are accountable for our actions, follow through on our commitments, and strive for excellence at all times.

Meaning: We create meaning in our work by seeing the bigger picture, use our strengths to accomplish work goals and objectives, continuously learn and grow, develop positive relationships with others, and promote a positive work environment.

The Role

We are seeking a regular full-time IT Operations Specialist.Reporting to the Director, Information Technology, the Operations Specialist is a client facing role that will provide technical support of desktop computers, applications, and related technology. Support will be provided through the helpdesk and visiting the clinics. The individual will become familiar with clinic workflows and will support the critical radiology applications. Work is performed with little supervision and requires initiative and judgment, dedicated to managing the technology, data, integrations, IT systems, and applications, so that our business can continue to be committed to Excellent Patient Care. The individual will be detail oriented, organized and have excellent interpersonal skills.

Key Responsibilities

• Diagnose, prioritize and resolve desktop software and hardware problems including PCs, laptops, peripherals and clinical applications; use various desktop management tools for remote desktop support and incident management.
• Provide helpdesk services (respond to incoming calls, log, track and resolve incidents) on a rotational basis. Respond to all support incidents received from users and undertake an immediate effort to restore service to user’s satisfaction. Research and take action on incidents that cannot be resolved immediately.
• Provide on-site technical support when required, including installation, configuration, use and management of desktop computers, applications and peripheral equipment.
• Work with vendor support contacts to resolve technical problems with hardware and software.
• Document status of all tickets using on-line helpdesk ticketing system.
• Follow up to identify operating problems; notify others if major or escalating problem is encountered. Analyze and determine the operation status, nature and cause(s) of hardware and software problems.
• Install, coordinate and oversee the installation, upgrade or repair of hardware and software; participate in the development, implementation and installation of new or revised systems or system components.
• Customize PC builds for specific end-user needs by creating and maintaining standard system images, requiring minimal reconfiguration per user.
• Deploy PCs as required to meet business needs.
• Relocate internal computer hardware in conjunction with facility services.
• Coordinate desktop hardware, software acquisitions and upgrades.
• Provide end user broadcast/communication drafts for changes and outages as required.
• Maintain information about the IT systems and its components; this includes the provision and maintenance of documentation/manuals as necessary.
• Install/support software packages on-site and remotely.
• Provide back-up support to network administrator.
• Provide back-up support for network and devices such as Server, Virtual Servers, switches, routers and printers.
• Provide Weekly on call coverage for after-hours, weekends and holidays (rotational schedule with the team)
• Demonstrates EFW values of Compassion, Trust, and Meaning in the workplace leading by example at all times
• Performs other related duties as required.

You have the following

• Bachelor’s degree or college diploma in an IT related field
• Minimum 3 years relevant work experience in a desktop support role in an enterprise-level environment.
• Working knowledge in Desktop Support environment.
• Previous experience in healthcare, DICOM, HL7, PACS and RIS very desirable.
• Must have demonstrated experience troubleshooting and resolving technical problems associated with workstations, networks, hardware and software applications.
• Working knowledge of Windows 10, Windows Server 2012, 2016, Ubuntu and RHEL.
• Working knowledge of Active Directory.
• Working knowledge of Microsoft Office O365 and Microsoft Exchange.
• Experience with VM deployments, storage configurations and storage technologies.
• Strong technical writing skills to build and maintain internal documentation.
• Experience with web based ticketing systems.
• Customer service driven - technically oriented while maintaining the ability to positively interact with non-technical clients.
• Excellent analytical and problem-solving skills.
• Strong interpersonal and communication skills.
• Fluent in English – written and oral.
• A self-starter with the ability to manage multiple tasks.
• Ability to work independently or as part of a team.
• Ability to complete tasks effectively with minimal supervision.

Working Conditions

• Must have the ability to travel within Calgary and area for clinic visits as operationally required. This will require your own vehicle and a valid driver’s license.
• Regular business hours are typical for this position, incumbent will be on a rotational on call shift to meet the demands of the position including after hours and weekends.
• Works in an office environment, with prolonged sitting and computer keyboarding.
• Lift items up to 20Kg in weight (e.g. desktops, monitors etc.)
• Use hand tools to repair hardware.

Please be advised that for the protection of our staff, physicians, patients and guests, EFW Radiology has implemented a policy regarding COVID-19 vaccinations. Successful candidates will be required to submit proof of compliance with this policy prior to commencement of employment. More information on EFW’s COVID-19 vaccination policy will be provided upon request.

Why EFW?

We strive to deliver healthcare with compassion, earn the trust of referring physicians, and provide careers with meaning.

We offer our employees:

• A friendly, professional state of the art working environment
• A teaching environment with on-going continuing education through seminars, conferences, and on-line courses
• An opportunity to have a career with meaning and opportunity for growth
• An extraordinary total rewards package that includes an industry leading Shift Premium Program, RRSP matching
• Flexible working arrangements
• Fun employee events including an annual Holiday Party and Family Movie Day
• An opportunity to give back by working with community partners

EFW Radiology is an equal opportunity employer. We are committed to hiring talented, qualified professionals without regard to race, age, gender, or any other protected ground and to providing an environment without discrimination.

Every effort is made to provide fair and equal employment and development opportunities and to ensure that our policies regarding hiring, compensation, promotions, and transfers are based solely on skills and capabilities, job requirements, job performance, and other job-related criteria.

If you are dedicated to quality patient care and want to join our team of dynamic health care professionals please submit your application by March 31, 2022.

We thank all applicants in advance, however, we will only contact candidates selected for an interview.