Duties
- Provides operational support related to The Royal’s supported technical environment ( Desktop, Network ,Clinical and Administrative)
- Manage end user accounts, permissions, access rights, and storage allocations in accordance with best-practices regarding privacy, security, and regulatory compliance.
- Supports users on the telephone and accessing user’s systems remotely.
- Records, tracks, and documents all actions taken on customer requests, through to final resolution.
- Analyzes, triages and schedules problem resolution activities. Re-assigns problems (when required) to the appropriate specialty or vendor support group.
- Experience with resolving escalated tickets
- Performs post-resolution follow-ups to help requests.
- Performs other duties as required.
- Works in a manner that is in compliance with staff and patient / client safety practices, policies and procedures of the Royal.
- Ensure a work environment that is conducive to The Royal’s Anti-Racism, Harassment & Discrimination Free Workplace policy
- Other duties as assigned.
Qualifications :
- 2 Year College diploma or university degree in the field of computer science with at least six (6) months to one (1) year of experience
- Working Knowledge of a Microsoft environment (Active Directory) Domains and Group Policy and a good understanding of LAN and WAN environments.
- Experience with Microsoft Exchange and Outlook
- Knowledge of computer hardware and software.
- Working knowledge of desktop and server operating systems.
- Experience with different wireless technologies.
- Knowledge of Hospital Operations, an asset.
- Demonstrated ability and initiative to independently stay abreast of current and emerging information technology trends.
- Demonstrated skill in problem solving and troubleshooting computer hardware, software and network connectivity.
- Excellent written and oral communication skills.
- Excellent interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
- Ability to work independently and as part of a team.
- Highly self-motivated and directed.
- Keen attention to detail.
- Demonstrated ability to exercise good judgment, discretion and maintain confidentiality.
- Exceptional customer service oriented.
- Proven track record of ability to work in confidence across all levels of a highly dynamic organization.
- Available to work after hours, on-call, in a rotation with other Analysts.
- Available to work overtime as required.
- Complete other tasks and duties as requested through IT Management.
- English level A- is mandatory in oral expression, oral comprehension, reading and writing. Bilingual (French / English) is preferred.
Salary Range : $34.78 to $41.09 per hour
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