Position overview
The IT Support Specialist, under the direction of the Manager, IT and Data Systems, will provide technical and non-technical support to OHTN staff and management in areas including IT support, data systems support, technical documentation and user training. This role ensures technical support, Infrastructure support and quality assurance for all OHTN projects. The IT Support Specialist will also support any other department who might need technical expertise, technical project management and implementation of new products and projects.
Features
- A challenging role in health informatics that includes hands-on technical IT work, project management and analysis of HIV-related health information
- Opportunities for learning, deploying and supporting a range of high-end software platforms and products
- A welcoming, open and accessible environment, which encourages self-motivation, teamwork, knowledge-sharing and collaborative problem-solving
- Opportunities for learning and professional growth in an organization committed to advancing a health agenda with real-life impact
Key relationships
Internal relationships
- Reports to the Manager, IT and Data Systems
- Manages: None
- Interacts with: Employees at all levels across the organization
External/partner relationships
- OHTN partner agencies and external stakeholders
- Third party contractors and vendors
Responsibilities
- Provide onsite support to end user computing, peripherals and software applications
- Monitor ticketing system, triage and resolve/assign tickets as necessary
- Install, configure and troubleshoot computer and related equipment and software applications
- Work with third party resources to resolve issues
- Training of users on products, procedures, processes serviced by the IT department
- Document or update IT procedures, and create support knowledge base articles as required
- Perform asset management activities for all IT equipment and software
- Participate in feasibility studies and explore suitability of IT technology and products
Candidate profile
- 3-5 years customer service experience within Information Technology
- A university degree or equivalent combination of education and experience in I.T. processes, infrastructure and application within production / operation
- ITIL Foundation Level Certified an asset
- Experience with end user device support within a corporate environment
- Superior problem solving and communication skills
- High customer service orientation, and the capability to manage and prioritize customer expectations.
- Demonstrable experience working in a client facing position
- Ability to work unsupervised and manage time effectively
- Strong experience in the Microsoft product suite including Windows 10 and Microsoft Office
- Proficient knowledge of computer hardware, peripherals and networking concepts
- Remote support/tools (RDP, TeamViewer)
- Online conference meeting products (Zoom, Join ME)
- Exchange/Active Directory/Group Policy/File Share knowledge and experience
- Strong team player
How to apply
To apply, please send your resume and a cover letter explaining why you are interested in and qualify for this position by February 21, 2018 via email to [email protected] quoting “IT support specialist” in the subject line. We will contact you within three weeks after the application deadline if you have been selected to move forward in the process. We thank all applicants for their interest but will not be contacting those individuals who are not selected for further consideration.
The Ontario HIV Treatment Network is committed to employment equity and to the greater involvement and meaningful engagement of people living with HIV/AIDS (GIPA/MIPA) in all that we do. We encourage applications from persons living with HIV/AIDS and people with culturally diverse backgrounds to join our team.
At OHTN, we are committed to fostering an inclusive and accessible environment. OHTN is committed to providing accommodations in all parts of the hiring process. If you require an accommodation, we will work with you to meet your needs.