Department: Information Systems Technology
Reporting to the Manager of Service Delivery, the ITS System Technician will be responsible in assisting the Information Technology Support staff with ongoing user support by serving as part of the Service Desk Operations and End User Support team who:

Serve as a main point of contact for ITS related issues and requests

Provide customer service related activities including monitoring, escalation, and ongoing communication with the requesting users or units

Manage or fulfil standard requests and incident resolutions on the service desk and end user support side

Communicate with, and dispatch other ITS department members as needed to restore service or fulfil new requests quickly and efficiently

Monitor and report on Service Desk performance including proper handling and closure of all ITS requests and incident tickets

Provides assistance and guidance to users of the ITS systems

Provide after-hours, on-call support (including weekends) on a rotational basis

In addition to Service Desk responsibilities, the incumbent will also be involved End User Support operations providing location field services for hospital units and remote sites.

Perform other duties or responsibilities as required

QUALIFICATIONS
Certification/Experience/Knowledge:

Graduate of a 2 year recognized Community College Program with exposure to computer hardware and systems or equivalent required

CompTIA A+ (or equivalent) and Information Technology Infrastructure Library (ITIL) Foundation certification would be an asset

Working technical knowledge of PCs, servers, networking, and various PC based applications including experience with Windows 10/11, Active Directory and Microsoft 365 suite administration

Experience and practice in hardware troubleshooting and simple repair required

Familiarity with imaging tools (SCCM, MDT, & other technologies),



software deployment is an asset

Basic understanding of networking (TCP/IP, DNS, DHCP)

Understanding of ticket lifecycle (incident, request, change, problem)

Working knowledge of IT Service Management (ITSM) frameworks and tools (e.g.,ServiceNow, Jira, ManageEngine, BMC Remedy, Freshservice and others…)

Has the experience in Service Desk Setting and End User Support operations

Experience in working in structured, metrics-driven support environment (SLA targets, escalation paths)

Skills/Abilities

Excellent communication, customer service, and interpersonal skills required

Experience in a hospital computing environment an asset

Good attendance and work record required

Valid driver's license required

Must demonstrate commitment to ensure your safety, the safety of fellow workers, patients, volunteers, and visitors

Must support and contribute to a culture of safety and prevention of adverse health events in this organization

Bilingualism (Advanced level English/French) is an asset. All unilingual candidates are encouraged to apply and may be considered if the identified French requirement has been met or there are no successful bilingual candidates. A formal French test will be conducted to evaluate the proficiency level.

North Bay Regional Health Centre is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require an accommodation for disability during any stage of the recruitment process, please indicate this in your application.

All new hires are required to complete a Criminal Record Check (CRC) or a Vulnerable Sector Check (VSC), as applicable to the position. A satisfactory result, in accordance with organizational requirements, is a condition of employment.

NORTH BAY REGIONAL HEALTH CENTRE IS AN EQUAL OPPORTUNITY EMPLOYER

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📌 *NEW* System Technician {NU-056} (Ontario)
🏢 WORKLAND
📍 Ontario