Job Description

Employment Type

:

Permanent Full-time

Location(s)

:

SK

Salary Range

:

$30.509 - $37.124 Hourly

Salary Supplement

:

included in hourly salary range (in-scope)

Why eHealth?

We may be biased, but eHealth Saskatchewan is the place to be right now! As the result of a province wide consolidation of IT services in the health care sector, we have seen substantial growth in our organization that is only going to increase as we aim to meet our expanded mandate and the immense need for our support. This gives our people a unique and rare opportunity to truly create, build, improve, and leave their mark on a growing organization.



A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals, and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.



The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.

About the role:

Reporting to the Manager, Service Desk and Operational Support Services, we are searching for individuals who have strong customer service skills, technical proficiency along with troubleshooting abilities. This role performs initial triage and problem determination to resolve incidents and requests at first point of contact as well as dispatching to the appropriate Tier 2 technical team(s). Strong interpersonal skills are required for this role as well as attention to detail and adherence to established processes.



As part of a team acting as the single point of contact for the IT needs of all the health care practitioners in Saskatchewan, the successful candidate will provide front line customer support, responsible for resolving technical problems and inquiries.


The successful candidate will possess exceptional interpersonal, written/verbal communication skills and thrive in a dynamic, technology driven environment. Proven experience in effective communication, problem solving, positive customer service and documentation standards are also required.

Typical Daily Duties:

Troubleshooting network and application account issues Troubleshooting workstation, network printer issues Troubleshooting of Clinical application issues Supporting teams during Major and Critical incidents (ie Network outage) Contributing to creation/maintenance of Knowledge Base Articles

To qualify for this position, you must demonstrate you have met the following:

Current desktop and network operating systems such as Microsoft Windows 11,; Commercial software systems including remote support applications. Collaboration tools: Jabber/WebEx/MS Teams Understanding of the Apple and Android mobile devices

o ITIL or ITSM framework and processes for service delivery, with a focus on incident, service request, CMDB, and change management.o Service Level attainment process and concepts.

Experience using incident tracking tools (Ticketing Software). M365 Online Tools, Microsoft Office Suite, and various off the shelf workstation software. Printer, imaging hardware, LAN/WAN concepts. Virtualization, Active Directory, Identity Management understanding & experience.

The knowledge and skills required for this position would be attained through the completion of a post-Secondary degree, diploma in a computer information technology program, or equivalent combination of education and experience. In addition, you will have 2 years of experience working in a similar role within an integrated support environment.

You will be:

Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines; Very customer service oriented, patient, honest, and respectful (ability to show tact); Empathetic, diplomatic and sensitive in order to respond to issues and concerns of others who may be angry or frustrated; Thorough, reliable, disciplined, organized, and strong attention to detail; and Logical and have a strong motivation for continuous improvement and learning.

Competencies:

Communication

Ability to write/create and communicate (verbal and written), explain or present (technical or non-technical) information to wide variety of technical and non-technical individuals and/or groups in a clear, accurate and understandable manner; and Ability to prepare clear presentations and speak in public at level appropriate for audience.

Problem Solving

Ability to identify, explore and evaluate options on processes and methodologies in order to develop feasible recommendations; Ability to identify and resolve issues that underlies conflicts to arrive at a viable solution; and manage complex situations with diplomacy.

Interpersonal

Ability to influence, persuade or convince others to discuss a mutually acceptable solution or formal agreement. Ability to deal with multiple stakeholders; and Ability to build cooperative working relationships with coworkers and clients to ensure credibility and confidence in services provided as well to build capacity in client's knowledge and ability to use and apply services.

Organizational

Ability to independently prioritize and organize one's own workload to meet tight deadlines and successfully complete projects in changing environment.

Analytical

Ability to research, analyze and evaluate diverse information and situations to solve problems, determine alternative courses of action and reach a decision.

Teamwork

Ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships.

If this role sounds like the opportunity you have been looking for to showcase your abilities, we'd love to hear from you.

SGEU Level: SIT07

Anticipated Start Date:

August 2025

Location: Regina/Saskatoon

We are committed to workplace diversity.

Number of Openings

:

6

Closing Date

: Jul 28, 2025, 12:59:00 AMContact Us

recruitment@eHealthSask.ca