HITS Service Agent

HITS Service Agent

The HITS Service Agent is responsible to provide IT services for all the client/staff needs to support access life cycle and equipment life cycle (installation to obsolescence), functional needs assessment to support new initiatives, support all existing services and planning for new services. The HITS Service Agent provides incident diagnosis, analysis, reporting, initial incident resolution, problem identification and management and escalation as required, participate in on-call support as required, project development, administration of technology upgrades, replacement, general moves, adds and deletes etc., all with minimal supervision. The following are some of the duties as described: • Serve as the first point of contact for customers seeking technical assistance via phone and email • Managing help desk tickets in a timely manner and document customer interactions • Follow-up with customers to ensure issues are resolved • Performing remote troubleshooting using diagnostic techniques and pertinent questions to resolve hardware and/or software issues • Maintain technical documentation for installation of software, configuration of hardware and problem troubleshooting • Use feedback from customers to improve problem-solving techniques, customer service and make recommendations on areas to improve. • End User Support providing remedial service to a wide range of products including but not limited to PCs, printers, laptops, mobile devices and Workstations on Wheels.

Days, Evenings, weekends, holidays, on call

Qualifications

1. College or University Diploma (or equivalent) 2. Minimum 1 – 2 years months experience troubleshooting equipment hardware/software (PC, printer, hand helds, wireless etc.) 3. Working knowledge Microsoft Windows environments, MS Office, Outlook 4. Excellent problem solving and organizational skills 5. Excellent interpersonal skills 6. Demonstrated ability to communicate effectively with staff and vendors at all levels 7. Experience working with call tracking software preferred 8. Experience working in a fast paced environment preferred 9. Demonstrated ability to work effectively in a team environment 10. Demonstrated ability to work on own initiative, organize and establish priorities within multiple projects and tasks 11. Knowledge of Meditech an asset 12. Demonstrated Project Management experience an asset 13. Recognized and current credentials (A+...) an asset 14. ITIL Certification

Hamilton Health Sciences fosters a culture of patient and staff safety, whereby all employees are guided by our Mission, Vision, Values, and Values Based Code of Conduct. Hamilton Health Sciences is a teaching hospital and all staff and physicians are expected to support students and other learners. To be considered for this opportunity applicants must apply during the posting period. All internal and external applicants may ONLY apply via the Careers website. Hamilton Health Sciences is an equal opportunity employer and we will accommodate any needs under the Canadian Charter of Rights and Freedom, Accessibility for Ontarians with Disabilities Act and the Ontario Human Rights Code. Hiring processes will be modified to remove barriers to accommodate those with disabilities, if requested. Should any applicant require accommodation through the application processes, please contact HR Operations at 905-521-2100, Ext. 46947 for assistance. If the applicant requires a specific accommodation because of a disability during an interview, the applicant will need to advise the hiring manager when scheduling the interview and the appropriate accommodations can be made.

This competition is open to all qualified applicants, however, qualified internal applicants will be considered first. Past performance will be considered as part of the selection process. If you are a previous employee of Hamilton Health Sciences, please note: the circumstances around an employee's exit will be considered prior to an offer of employment Proficiency in both Official Languages, French and English, is considered an asset If this position is temporary, selection for this position will be as per the outlined Collective Agreements:

Article 30 (k), CUPE Collective Agreement

Article 10.7 (d), ONA Collective Agreement

Article 13.01 (b) (ii), OPSEU 273 Collective Agreement

Article 14.04, OPSEU 209 Collective Agreement

Article 2.07 and Article 13, PIPSC RT Collective Agreement