Job Description

Who we are

We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada\'s health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada\'s health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• HOOPP Pension Plan (Defined Benefits Pension)
• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Career Planning Program
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?

Under the direct supervision of the Team Lead, the IT Support Technician provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. This includes, but not limited to: onsite and remote support for desktops, laptops, tablets, mobile devices, peripherals, telephones and videoconferencing/conference rooms.

The IT Support Technician performs both immediate and permanent restorative and corrective actions by diagnosing, prioritizing and resolving incidents and fulfilling approved service requests via proactive and/or scheduled maintenance, installation or replacement of end-user components in a timely and repeatable manner.

In support of ITSM Problem Management, the IT Support Technician identifies trends in ongoing technical issues and implements permanent resolutions, complying with existing processes and standards and contributes to ongoing evolution through continuous improvement and collaboration.

What you\'ll do

• Provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. This includes, but is not limited to; onsite and remote support, installation and configuration of laptops, tablets, mobile devices, peripherals, and videoconferencing/conference rooms.
• Recommends and performs proactive and/or scheduled maintenance, installation or replacement of laptop components and software, including testing and monitoring, utilizing and maintaining supporting systems, processes, and documented procedures, as well as escalating problems to the appropriate Senior Staff as required.
• Executes and supports the desktop/laptop life cycle management process through imaging, configuration, installation and recovery of laptops and peripherals as required. Manages the IT inventory via prescribed systems and processes, including physical storage of equipment in designated areas which are kept secure and organized.
• Provides auxiliary support to the Service Desk function on an assigned or ad hoc schedule when required via the Service Desk work queues (ServiceNow, chatbox, phone, email).
• Provides technical consultation and/or recommendation solutions to technical requirements or issues of medium complexity
• Provides support to CIHI\'s meeting room facilities through configuration of meetings, training events and other corporate events requiring IT assistance. Provide ongoing, proactive and regular inspection and correction of potential issues and reactively respond to reported issues.
• Assists in maintaining CIHI\'s Active Directory services, including adding and deleting users as required.
• Actively participates, supports and adheres to CIHI\'s ITS processes including, but not limited to: ISMS (Information Security Management System) relevant to the personal workstation environment (e.g. secure hardening of devices, proper disposal/wiping of hard drives), the ITIL Foundational processes (incident, change and problem management)
• Assists in the ongoing documentation and development of standard operating procedures and technical knowledge base for end user support.
• Provides on-call coverage for after-hours monitoring and/or supports on an ad hoc or rotational basis or when required.
• Participates in audits are required

What you\'ll bring to the table

• Undergraduate degree or diploma in Computer Systems Technician, Computer Engineering Technology, Computer Science or equivalent combination of experience and education.
• 1-3 years\' experience in a Desktop Support role and/or within a technical service desk environment (Windows PC/laptop/tablet hardware, and peripherals)
• Demonstrated ability to install, configure and support Windows desktop hardware and software, possessing analytical and problem solving skills with ability to effectively prioritize, manage and execute tasks in a time sensitive manner.
• Working knowledge of mobile devices (iPhone/iPad) and operating systems.
• Working knowledge of Active Directory and Office365.
• Demonstrated experience in documenting operational procedures.
• Strong customer-service skills/orientation, being able to liaise between people of both a technical and non-technical background.
• Collaborative and team oriented. Excellent communication and interpersonal skills (oral/written).
• Adaptability, willing to work overtime when required
• Knowledge of ITIL foundations and certifications are a desired asset
• Completed certification in A+ MCP, MCSE, MCITP/MCSA (Enterprise Desktop Support), CCNA or equivalent is an asset.
• Fluency in both English and French is an asset.

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our \'Careers\' section.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

Vaccination remains the most effective tool to reduce the risk of COVID-19. CIHI is committed to ensuring the health and safety of our employees in the workplace, and therefore CIHI requires proof of vaccination for all of our employees unless a valid accommodation under legislation exists.

At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.

Please note the CIHI Recruiting Team uses email to communicate with applicants. Please make sure your profile has an updated email address that is checked regularly, including the junk/spam mail folder, as we send time sensitive emails (i.e. testing and interview bookings).

Canadian Institute for Health Information