Job DescriptionSalary Range: $38.90 - $46.31
This is a full time contract expected to end after 6 months
Position Summary: As a key member of the Information Management Technology (IMT) team, the Service Desk Analyst is responsible for providing 1st level and 2nd level support for IT Services to Cambridge Memorial Hospital and its partners. The incumbent will rotate coverage of the helpdesk between the business hours of 8:00 - 5:00 and will perform Hardware Technician duties when not providing Help Desk Support. These duties cover support, install, maintain and troubleshoot computers, thin clients, printers, monitors, scanners, telephones, cell phones and pagers. The Hardware Technician is responsible to track issues through to resolution and update the internal knowledgebase, escalating issues to other appropriate support teams. On Call after business hours support is part of the duties of this role which rotates through five IT support staff on a rotating schedule.
Work will involve both implementation and operational assignments and will require following accepted project management methodologies and ITIL process flows. The physical demands of the role may include but are not limited to prolonged sitting, standing, walking, bending, lifting, pushing and pulling. This position contributes to ensuring there is a safe environment for patients, staff and visitors.
Posted hours do not constitute a guarantee that shifts will not be subject to change.Skills and Qualifications:- As a Help Desk Analyst you will be the primary point of contact for our clients (both internal and external) for resolving software and hardware problems, telephony requests and answering IT policy questions. In this position you will bring both your technical expertise and business knowledge to the Helpdesk. You will manage the flow and resolution of trouble tickets or will escalate to the appropriate level 2 or 3 resource for resolution.
- As a Hardware technician you will install, configure, maintain, test, monitor and troubleshoot end user devices, peripherals and network equipment.
- Preform daily operational checks including backup related tasks and basic server troubleshooting including connecting to servers, identify stopped services and restart services to return full functionality to end users.
- Provide 7/24 support on a rotational basis between 5 staff. Respond to emergency calls and work orders after business hours and weekends via remote access or travel on site for issues impacting business workflow.
- End user training and support to new staff on account access issues, software usage, and peripheral device access and usage.
- Provide existing staff with support and training regarding the use of applications, computers and peripherals. Introduce and train them on the use of new technologies and provide advice on options to address specific user issues.
- Support connectivity for offsite users. Support /troubleshoot software problems by remote connection to user. Recommend and implement corrective solutions.
- Coordinate the release of the loaner equipment pool to end users. Ensure returned equipment is operational for the next user.
- Maintain documentation and inventory of hardware and software, document instances of hardware failure, repair, installation and removal and return to vendor for resolution. Keep and maintain third party contact numbers
- Must be available after hours for scheduled system changes which are performed to reduce service interruption to the end user community.
- Post-secondary education in Information Technology and/or 3 years of direct Help Desk and Desktop Support experience.
- Very strong customer service orientation skills and experience is required.
- Outstanding written, oral, interpersonal, and presentational skills.
- Excellent technical knowledge of desktop computing, hardware and operating systems including MS Windows and Apple IOS, printing and peripheral devices.
- Introductory level knowledge of networking protocols. Network + Certification (an asset)
- A+ Certification - Extensive experience in hardware support.
- Extensive experience with office automation applications including MS office Suite (2010 and above), Adobe, Internet Explorer.
- Analytical and problem solving abilities and be able to prioritize and execute tasks in a high-pressure environment.
- Ability to operate tools, components, peripheral accessories and be able to read and understand technical manuals and documentation.
- Highly self-motivated and self-directed to keep current with the newest technology.
- Technical writing skills are required.
- Proficient in project management methodologies.
- Proven analytical, evaluative, critical thinking and problem-solving abilities.
- Demonstrated ability to attend work on a regular basis is required.
Assets:- 5 years' experience in a hospital environment.
- Strong understanding of ITIL, LEAN and Service Delivery
Education:- Post-secondary education in Information Technology and/or 3 years of direct Help Desk and Desktop Support experience.
Demonstrated availability and ability to attend work on a regular basis is required 
