Desktop Support Analyst
Temporary Assignment - approximately 26 weeks
The role of the Desktop Support Analyst is to:
•Deliver desktop support to SJHH’s 3 Campus sites as well as SJHH partner sites and projects via phone, technology and/or desk side
•Resolve user issues deploying and upgrading desktop applications and technology; and to
•Set technology standards and improve desktop processes
Community College Diploma in Information Technology (focus on Network Technology and/or software development/ application focus) with Co-op OR
•Graduation from an equivalent relevant IT formal education program
•Minimum 3 years pertinent Desktop technology support experience
•Competency in core Microsoft Office system products
•Working knowledge and experience with mobile devices such as iPads, iPhones, Blackberry’s, etc.
•Working knowledge of a range of diagnostic utilities
•Advanced knowledge of personal computer operating systems hardware and peripherals.
•Effective listening and comprehension skills to interpret user requests and resolve support problems.
•Proven written and oral communication skills for helping/instructing customers.
•Customer service orientation to work in a demanding customer-oriented environment.
•Creative insightful thinking is crucial to this role due to the need to discover the root cause and appropriate solutions.
•Able to handle multiple requests and prioritize work in a diverse and complex environment.
•Ability to conduct research into a wide range of computing issues.
Resolves (Tier 2) issues related to specialized areas such as:
•Advanced features of SJHH standard software
•Application printing/network queues
•Troubleshoots and contacts vendors to repair/resolve network connectivity issues related to name resolution and jack activation.
•Establishes organization wide software and hardware configuration for desktops and investigates and resolves complex malfunction issues with PC’s printers lap tops copiers and peripherals.
•Evaluates and recommends upgrades to desktop and portable computers and provides advanced knowledge on functionality of various options.
•Initiates warranty or maintenance renewal contracts with vendors and reviews service level agreements.
•Advises departments on unique non-standard hardware and peripherals.7. Co-ordinates small projects e.g. configures and deploys PC upgrade for a department or project.
•Advises and recommends solutions to users with unique requirements within technological limitations
•Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactively escalates the issue for resolution within Operations or Applications teams.
•Develops and designs User Acceptance Testing criteria for enterprise-wide desktop solutions.
•Installs and configures specialized applications for departmental groups and users,
•Co-ordinates departmental responsibilities for New Hires, Moves, etc with respect to all technology set-up.
HOURS OF WORK:
Monday to Friday, days
St. Joseph’s Healthcare Hamilton (SJHH) is an equal opportunity employer and strives for equity, inclusiveness, and diversity in all our programs, practices, facilities, and people.
Applications must be received online by 12:00 midnight on the Closing Date - late applications will not be accepted. We thank all applicants for their interest, however, only those selected for an interview will be contacted. SJHH is committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process.
We foster a culture of patient and staff safety where all positions comply and work in conjunction with the Mission, Vision, and Core Values of SJHH.
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