Become Part of a Team That’s Improving Lives

Riverside Health Care's greatest strength is our skilled team of employees with the common goal of delivering exceptional quality health care services across the Rainy River District. We support a safe and healthy work environment where each person is valued, respected and where personal and skilled growth is encouraged. We are always seeking dedicated individuals who share our values of integrity, being accountable, caring, and progressive.

Full Time Information Systems& Technology

Site:

Department:

Information Systems and Technology

Status:

Full-time

Salary Scale:

$32.31/hr to $43.10/hr

POSITION(Title):

DEPARTMENT/SERVICEAREA:

SITE:

Reports:

Director - Information Systems & Technology

The IST Support Technician's role is toensure proper computer operation so that end users can accomplish businesstasks. This includes actively resolving escalated end-user help requests withina timely manner. Problem resolution may involve the use of diagnostic and helprequest tracking tools, as well as require that the individual give in-person,hands-on help at the desktop level.

Responsibilities

- Evaluate documented resolutions and analyze trends forways to prevent recurring issues.
- Alert IST team to emerging trends in incidents.

Acquisition & Deployment

- Deploy hardware and software as needed manually orusing automated deployment tools.
- Assist in software releases and rollouts according tochange management best practices.

Operational Management

- Serve as tier-2 support for escalating system issues;provide timely response to customer escalations.
- Assist in providing tier-1 support when staffing gapsrequire it.
- Act as an escalation point for advanced or difficulthelp requests.




- Use MDM tools to manage and patch tablets and cellphones.
- Build rapport with helpdesk customers.
- Escalate incidents with accurate documentation tosuitable tier-3 administrator or vendor, when required.
- Record, track, and document the helpdeskincident-solving process, including all successful and unsuccessful decisionsmade and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid introubleshooting.
- Research solutions through internal and externalknowledgebase as needed.
- Perform hands‑on fixes at the desktop level whenremote tools are not appropriate, including hardware repairs, delivery ofperipherals, or other fixes as determined.
- Assist System Administrator with server management andrelated hardware when required.
- Assist Network Administrator and System Administrator withbusiness applications, infrastructure, and security when required.
- Test fixes to ensure problems have been adequatelyresolved.
- Perform post-resolution follow-ups with HelpdeskTechnicians as required.
- Develop help sheets and FAQ lists for end users.
- Lifting and transporting of moderately heavy objects,such as computers and peripherals.
- Provide suggestions for continual improvement.
- On-call availability for approximately 10 days permonth.
- Travel between RHC sites is required as needed.




- Other duties or responsibilities may be assigned.

Position Requirements

Formal Education & Certification

- College diploma in the field of information technologyor management information systems or a related discipline and 3 yearsequivalent work experience.
- Certification in Microsoft technologies is an asset.

Knowledge & Experience

- Knowledge of computer hardware, including desktops,laptops, tablets, and printers.
- Experience with desktop and server operating systems.
- Extensive application support experience withMicrosoft products.
- Working knowledge of a range of diagnostic utilities.
- Exceptional written and oral communication skills.
- Exceptional interpersonal skills, with a focus onrapport building, listening, and questioning skills.
- Experience with mobile device management software.

Personal Attributes

- The ability to conduct research into a wide range ofcomputing issues is required.
- The ability to absorb and retain information quickly.
- The ability to present ideas in user-friendly,business-friendly, and technical language.
- Highly self-motivated and directed.
- Strong attention to detail.
- Proven analytical and problem-solving abilities.
- The ability to effectively prioritize and executetasks in a high-pressure environment.
- Exceptional customer service orientation.
- Experience working in a team-oriented, collaborativeenvironment.

RESPONSIBLE TO

Responsible to the Director - Information Systems & Technology

CURRENT ASSIGNMENT

Thisposition may be required to work days, and on call

POSITION AVAILABLE

This Full Time position willcommence: As soon as possible.

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📌 Full Time Information Systems& Technology (Fort Frances)
🏢 Riverside Health Care
📍 Fort Frances