Onsite IT Support Specialist – Healthcare
$50,000–$65,000 year
On-siteWhitby, Ontario, Canada
Job Summary
Receive, prioritize, and document end-user help requests via telephone, web portal, email, and chat to ensure timely resolution in a healthcare environment. Build rapport with customers to elicit problem details, then deploy pre-packaged software, perform hands-on desktop fixes including hardware repairs, and conduct preventative maintenance on workstations and peripherals. Use remote diagnostic tools and knowledgebases to troubleshoot issues, while researching solutions and installing antivirus updates. Conduct operating system patches and upgrades, and escalate incidents with accurate documentation to suitable technicians when required. Maintain timely records using the ticketing system and ensure virus definitions remain current.
Required Qualifications
- College diploma or university degree in the field of computer science
- 1+ years of solid IT help desk skills
- Experience in managed services (MSP) or value-added reseller (VAR) environment
- MSCE, MCE or MCP certifications or equivalent certifications
- CompTIA A+
- Network+
- ITIL® v.4 Foundation certification
- Understanding and hands-on experience with computer hardware, including printers and peripheral
- Experience with desktop and server operating systems, including Windows, Mac, Linux, Chrome OS, Android, and iOS
- Experience working in or for a health care environment, whether in a clinic or hospital and accustomed to working with medical staff including Dr's and physicians
- Ability to support all Microsoft Office products
- Working knowledge of a range of diagnostic tools such as Kaseya and TeamViewer
- Basic understanding of networking and routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS)
- Working knowledge of Microsoft Active Directory, Microsoft Exchange 2016 and Office 365
- Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes
- Certification required within 6 months of employment
- Exceptional written and oral communication skills
- Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
- Strong documentation skills
- Experience maintaining timely and accurate helpdesk records using the ticketing system
- Familiarity with Zoho Desk or other ticketing tools
- Must have reliable vehicle to travel between client sites (Whitby, Courtice, Ajax)
- Must be able to lift 50 lbs
Desired Qualifications
- Additional weight will be given to candidate with relevant IT certifications
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.