Job Description

Ontario Shores Centre for Mental Health Sciences requires an Information Systems Service Desk Analyst to provide first level problem determination and support to the Hospital's user community. You will be responsible for analyzing the user's request, quickly determining the appropriate resolution/escalation, communicating the resolution/escalation to the user, and fully documenting the process from the inception through closure and subsequent follow-up as consistent with IS standards. On-call rotation will be required to support incident response availability after hours.

Requirements

College certificate or diploma in computer related courses from an accredited College. Previous experience in a service desk role. Experience troubleshooting basic network, software, network communications and printing problems. Microsoft Certified Professional an asset ITIL certification an asset Experience in a hospital environment preferred. Experience in a MEDITECH environment preferred Take the initial telephone or e-mail inquiries and logs them into the tracking system while troubleshooting and managing minor hardware, software problems that can be easily resolved in a matter of minutes. Provide instructions to the users to help trouble shoot issues using best practices. Recognize and escalate the more difficult calls to level 2. Diagnoses and resolves simple end user network and local printer problems, email, internet, dial-in and local-area network access problems Resets user passwords in accordance with Departmental guidelines Assists with installing, configuring and setting up of PC. Clear understanding of customer service principles Knowledge of PC workstations (both desktop and laptop) Server familiarity (Windows 2003/2008) Windows applications, MS Office products. Conceptual knowledge of Network Operating Systems, Network services and WAN technology concepts. Excellent customer service skills; Excellent interpersonal and communication skills; Ability to stay calm in a stressful environment. Strong organizational, prioritization and time management abilities to ensure that support calls are completed within established Service Levels; Strong problem solving/troubleshooting and analytical skills to determine effective ways to diagnose and solve the problem. Responsible to recognize and report patient, staff, and environment safety issues, identify and implement preventative and corrective actions, within the scope of this role.

Job Posting Closing: October 30, 2025 at midnight. Please note any job applications after the closing date will not be considered.