Technical Support Analyst - Full-time (Systems Support)

Competition : 152-24

152-24

Department / Unit : Systems Support

Systems Support

Position Type : Full Time

Full Time

Bargaining Unit : Non-Union

Non-Union

Posting Date : 2024-04-18 12 : 00

2024-04-18 12 : 00

Headwaters Health Care Centre. One Community, Caring Together.

We are a dedicated team of professionals focused on providing the best care possible for our patients, families, and caregivers.

We work together to care for the whole person from hospital to home.

We are looking for a Technical Support Analyst to work with our Information Technology Department to help us continue in our mission to serve our community with Kindness, Passion, Courage, and Teamwork

Position Responsibilities :

To provide support and service for all data and voice systems within the facility. The Technical Support Analyst is the first line contact for all staff within the organization who require assistance with any computer or computer related equipment, such as user workstations, faxes, printers, scanners, telephones and pagers.

The Technical Support Analyst also supports the planning and implementation of provincial and LHIN ehealth initiatives as identified in the respective strategic ehealth plans.

Duties Include :

• General User Support / Help Desk
• Investigate options and provide solutions to user issues
• Initiate work requests for other analysts on the Help Desk / Call Logging system when appropriate
• Staff the Help Desk as necessary
• Provide on call services as scheduled
• Provide support for personal computers, personal computer software and peripheral devices
• Prepare new or re-deployed PCs for installation with appropriate hardware, software, network and peripheral components and provide operational and software training.
• Assist with the implementation of personal computer / LAN hardware, operating systems and software
• Assist in determining personal computer / LAN hardware and software needs of the hospital
• Install and configure PC Client software to allow users to access the appropriate server-based systems
• Support hardware and software for remote access applications

Sever Support :

• Perform and maintain backup activities for all servers including operating system and application software
• Assist with problem determination and recovery of all server-based systems
• Assist with installation, implementation and support if server hardware and software for Client / Server applications as assigned
• Assist with support for interfaces between various client server applications

Network Support :

• Provide support to users with network access problems
• Set up and maintain shared access to network peripheral devices where appropriate and maintain procedures for configuring these devices
• Assist with the installation and support of LAN / WAN communication hardware and software

Communications Support :

• Assist with problems to the hospitals communications system, i.e. phones, blackberries, pagers, etc. /
• Order replacements for defective equipment
• Assist in the implementation of adds, moves and changes
• Office Automation / Applications Support
• Provide support to users of the hospitals standard Office Automation tools
• Assist with coordinating user training and training materials

Other :

• Participate in customer satisfaction program and support quality improvement processes by identifying opportunities for improvement and supporting all quality improvement activities.
• Demonstrate understanding of, and compliance with, responsibilities under the occupational health and safety act, regulations and the organizations health and safety plans, policies and procedures.

Attend health and safety in-services and take action to address unsafe conditions and procedures, to ensure a healthy and safe work environment

Demonstrate understanding of compliance with, and commitment to, patient safety responsibilities and corresponding hospital plans, policies and procedures in order to ensure a safe environment for patients.

Attend patient safety in-services and take action to address unsafe conditions and procedures

Other duties as assigned

Qualifications :

• Two-year community college diploma in information technology, or equivalent combination of education and experience required
• Two years related experience working with computer software hardware and networks
• Good interpersonal and writing skills
• Ability to work independently and in a team environment
• Ability to work under time pressures while maintaining a customer service attitude
• Experience in maintaining applications a significant asset

Hours of Work : 37.5 hours per week; 7 : 00am-3 : 00pm or 8 : 00am-4 : 00pm.

Hiring Salary Range : Compensation is commensurate with experience.

• Eligible for HOOPP Pension
• 100% Employer Cost Benefits

Why Headwaters?

Our values are more than words, they are what define and connect us. They determine how we work, how we behave, and how we relate to our patients, their families, and caregivers as well as to everyone who is part of the Headwaters community

We offer a wide range of employee perks, for information on our comprehensive benefits package, please visit