Employment Type: Permanent Full-time
Location(s): SK
Salary Range: $30.509 - $37.124 Hourly
Salary Supplement: included in hourly salary range (in-scope)

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

• ITIL or ITSM framework and processes for service delivery, with a focus on incident, service request, CMDB, and change management.• 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.

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.

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