Helpdesk Technical Support Technician

JOB SUMMARY:

The Grand River Hospital Information Technology Department offers exciting opportunities for IT professionals. The Technical Support Technician – Desktop and Telecommunications reports to the IT Support Services Team Lead and provides Tier 2 support for all Information Technology users requiring assistance with incidents and requests relating to IT and Telecommunications technologies. The Technical Support Technician is responsible to track issues through to resolution and update the internal knowledgebase, escalating issues to other appropriate support teams. They are responsible for the administration, deployment, repair and maintenance of phones, mobile devices, personal computers, printers, peripherals and other related systems. They must also troubleshoot and resolve reported problem issues related to end-points, and identify network problems and coordinate structured cabling installations and repairs. Requires frequent travel to other GRH sites in the regions of Waterloo and Wellington. Contributes to ensuring there is a safe environment for patients, staff and visitors.

QUALIFICATIONS:

• Post secondary education in Information Technology and/or 3 years of direct Desktop Support experience

• Knowledge and experience of customer service practices and ITIL methodology is required

• Experience with support of Avaya and/or Cisco phone systems.

• Excellent oral written communication skills is required along with strong documentation experience

• Communicating the management of IT related projects while prioritizing daily incidents and requests in a timely manner

• Knowledge/familiarity with various applications currently in use at Grand River Hospital is an asset

• A+ certification or other recognized standing or certification an asset