Job Description

Job Number: J0822-0808
Job Title: IT Support Specialist - Information Technology
Department: Information Technology
Job Type: Temporary Full Time
Approximate End Date: March 31, 2023
Job Category: Support Services
Open Positions: 1
Date Posted: August 22, 2022
Closing Date: August 29, 2022
Salary: $26.46 - $33.07/Hour

Hours of Work:
8am-4pm plus on call
Orillia Soldiers’ Memorial Hospital (OSMH) is located in the City of Orillia - a beautiful community nestled along the shores of Lake Simcoe and Lake Couchiching. Orillia offers an environment where a health work/life balance is easy to achieve as exceptional urban amenities, natural resources, points of interest, and recreational opportunities abound.

People have always been OSMH’s greatest strength. Our committed team has helped our community for over a century. We offer an environment where each individual works interdependently towards common goals: we value Trust, Courage and Teamwork. We are an organization where individuals’ contributions are valued and there are many opportunities for personal growth and development.
Position Summary
This is the first point of contact for technical support service requests. Our Technical Support Specialist spends their day fielding incoming support chats, calls and online requests on behalf of Orillia Soldiers’ Memorial Hospital and its regional partners as well as maintaining network devices such as printers, computers, phones and mobile devices.

The successful Technical Support Specialist will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.

PRIMARY RESPONSIBILITIES:

Daily Responsibilities:

• Provides comprehensive technical support to OSMH and regional partners
• Research, resolve, and respond to inquiries received via web chat, telephone calls, email, ticketing system, all in a timely manner, in accordance with team standards.
• Diagnose and troubleshoots end user computing problems including analyzing the problem, identification of appropriate resources, testing of proposed fixes and follow-up to ensure the problem has been resolved.
• Maintain the various objects within the Active Directory and MS Exchange environments.
• Creates and submits detailed call logs documenting customer interactions that are accurate, thorough, and timely.
• Coordinate and conduct various hardware setups and deployments with users.
• Maintains device assets such as printer, computers, phones and mobile devices, and ensure they are secure and up to date.
• Follow all standard operating procedures (SOP) through the effective use of Knowledge management.
• Acquire and maintain current knowledge of relevant support policies in order to provide technically accurate solutions to users.
• Assists with activities to triage and escalate any system or network outage to reduce downtime.

General IT Responsibilities:

• Provide Administrative duties for the department including, note taking, technical writing and basic administrative tasks.
• Participates in the IT department on-call rotation for after-hours support.
• Promotes a work environment that fosters positive team work and responsibility
• Performs other duties as may be assigned by the Manager or Director of Information Technology.

The successful Technical Support Specialist will be customer focused and motivated by team success. You will be innovative, energetic, and able to adapt to new processes and procedures quickly while dealing with a high volume of requests. You will also be committed, flexible, and have demonstrated ability to maintain high levels of productivity while maintaining quality support.
Qualifications
Education:

• Required:

o Successful completion of a recognized post-secondary education certificate/diploma in Information Technology related field.
o CompTIA A+ certification

• Considered an Asset:

o Microsoft Certification MCSE, MCSA, Azure Administrator Associated, but not limited to the listed Microsoft certifications.
o CompTIA Network+ and Security+
o Advanced Linux systems administration skills.
o ITIL Foundation Certification

Experience:

• 2+ years of experience desk-side support environment
• Previous experience Help Desk support preferred

Competencies:

• Must have knowledge in Microsoft Windows 10 and additionally one or more of the following: Mac OS X, Linux.
• Strong verbal and written skills proven ability to communicate with technical and non-technical staff
• Ability to work both independently and within a team environment
• Display a commitment to quality and strong multi-tasking skills
• Adherence to shift schedules and timeliness are key requirements
• Willingness to work flexible shifts and scheduling, weekends, and holidays
• Strong troubleshooting skills of complex systems
• Ability to explain complex IT concepts in simple terms

Other:

• Demonstrates commitment to continued professional and personal growth and development through Continuing Education Programs and Self Directed Learning Opportunities.

Our Employees Enjoy

• a professional practice environment
• a collaborative atmosphere with emphasis on teamwork
• wellness initiatives
• continuing education grants
• employee recognition and assistance programs
• a competitive salary and benefits package
• equal opportunities for growth and development

Employment Equity OSMH is committed to diversity and equity in the workplace and welcomes applications from all qualified individuals, including women, visible minorities, Indigenous peoples, persons with disabilities, LGBTQ2S persons and others who may contribute to a diverse workplace.
Accomodation in the Workplace Orillia Soldiers’ Memorial Hospital is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity, equal opportunity and maintaining a barrier-free selection process for job applicants. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the requirements for the open position. Applicants need to make their requirements known to the Human Resources department when contacted. All requests are handled confidentially.
Health & Safety Responsibilities OSMH is committed to providing a safe, healthy and supportive working environment by treating team members and patients with compassion accountability respect and engagement.

All team members must adhere to OSMH’s Occupational Health and Safety policies, procedures and protocols, as well as the duties of workers as stipulated in the Occupational Health and Safety Act.

Team members must be able to perform all bona fide and essential duties of the position which may include cognitive and physical demands.

As a condition of employment, new employees are required to complete an employment health assessment and must be cleared by the Occupational Health and Safety Team prior to orientation.

As a condition of employment, you are required to submit proof of COVID-19 vaccination to the Hospital's Occupational Health and Safety department.
OSMH is a minimal fragrance workplace. We kindly ask all applicants to refrain from using scented products should they have the occasion to interview with the hospital. As a condition of employment OSMH requires professional references, verification of academic training, professional accreditation and evidence of course completion. It is also a condition of employment that all new employees will be required to present an original vulnerable sector check within 90 days of commencing employment and must sign an Offense Declaration upon receipt of an offer of employment.

If you are interested in joining our team, please apply online before 11:59 pm on the posting close date. Incomplete submissions will not be considered. We thank all applicants, however only those selected for an interview will be contacted.
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