JOB DESCRIPTION

Service Desk and Support Technician
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 Equity, Diversity and Inclusion Strategy 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 Service Desk and Support Technician provides accurate and timely response to incidents and service requests related to the end-user hardware and software environments. The Service Desk and 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
1. 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.
2. 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.
3. 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.
4. Provides technical consultation and/or recommendation solutions to technical requirements or issues of medium complexity.
5. 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).
6. Assists in the ongoing documentation and development of standard operating procedures and technical knowledge base for end user support.

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 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.
• Fluency in English required, bilingualism in both official languages is an asset.

Closing Statement
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.

AS PART OF CIHI’S APPLICANT SCREENING PROCESS, WE COMPLETE A COMPREHENSIVE PRE-EMPLOYMENT BACKGROUND CHECK FOR ALL POTENTIAL HIRES. THIS INCLUDES A CRIMINAL RECORD CHECK, CREDIT REPORT, SOCIAL MEDIA, AND EDUCATION VERIFICATION.

Employment Equity

Please refer the Job description for details