Requisition ID104792-Posted10/26/2026-Skilled non-management

Hours of Work: Temporary Part Time Position (Approximately 5 Months)

Rotating Shifts: 0700-1900, 1900-0700, 0700-1500, 800-1600, 1500-2300, 2300-0700

Pay Band: Band-Q - $33.18-$36.75

Union: CUPE

Location: Kingston General Hospital Site

Please note, this posting identifies the current shifts that apply to the position control number. However, this does not guarantee the permanence of the shift time or work assignment for the position. The Hospital reserves its Management Rights under the CUPE Collective Agreement to make changes to shift time and work assignment as it deems necessary.

DESCRIPTION

Provide customer service through telephone and onsite visits; ensuring timely and accurate problem resolution and education to enable customers to use the supported information infrastructure.

Within this role the employee is accountable for contributing to the delivery of the Kingston Health Sciences Centre strategy. As an employee, one must demonstrate an awareness of and be responsible for actively promoting and supporting patient and family centered engagement and care in all we do.

DUTIES & RESPONSIBILITIES

Customer Support

Provide timely, professional, resolution to 1st and 2nd level support for desktop software and hardware issues as per defined processes and service levels. With a strong focus on call resolution at 1st level, perform the following for each support call:

- Record standard call demographics,
- Perform problem analysis,
- Evaluate severity,
- Perform diagnostics, and
- Complete additional documentation/activities as required





Where the problem is diagnosed and resolved at 1st level, complete required customer feedback and documentation. When the 1st level processes are completed and the problem is not resolved, elevate to 2nd level support based on defined process.

- Diagnose, troubleshoot and maintain microcomputer hardware and software. Escalate to 2nd level where appropriate.
- Install, upgrade, configure distributed computing hardware and software as defined by KHSC policies & practices. Order parts as directed.
- As required, the specialist will conduct follow‑up activities and communications with customers, 1st level team members, 2nd and 3rd level support, and management. The specialist will immediately elevate urgent systems issues and issues that are not related to 1st level support to designated management.
- Responsible to maintain support knowledge of all software applications and hardware platforms supported by KHSC Information Management.
- Responsible to effectively utilize 1st level support tools and resources, including the call tracking system, telephone system, asset management system, remote infrastructure monitoring systems (including desktop, network, system and application management), and other tools as required.

Training





At the direction of the Manager:

- Provide classroom and one‑on‑one training to customers
- Participate in development of training programs as required
- Provide training and mentoring for other Information Management staff on support systems, methodology and procedures
- Assist in the creation of educational programs, documents and support resource materials (e.g. support procedures, call templates, call scripts)
- Other training duties as assigned

Security

At the direction of the Manager:

- Process all computer access requests, including verification of appropriateness, ensure prerequisites have been met, complete request in accordance with departmental standard operating procedures. Where applicable, schedule customer education.
- User account provisioning and de‑provisioning for KHSC and Ministry level applications.
- Role will require to have “Legal Registration Authority” for selection Ontario Ministry applications (OneID, Ontario Health, Connecting Ontario, etc)
- Ensure appropriate computer access is maintained and audited
- Other security activities as required

Documentation & Administration

- Document, in accordance with standard departmental operating procedures, the information relating to support calls. As directed by management, assist in the creation and maintenance of departmental procedures, documentation, and reports for knowledge base and customer support initiatives.
- Where call resolution includes changes to desktop hardware or software, maintain records of system configurations and c

📌 Customer Support Spec. PT (Canada)
🏢 Kingston General Hospital
📍 Canada