Help Desk Analyst

Position Overview

The Help Desk Analyst at Grand River Hospital is the front line for the IT department at Waterloo Regional Health Network (WRHN). This role involves answering and processing service desk requests, supporting system users, and ensuring that computer and communications equipment are operating properly to enable hospital related tasks.

Key Responsibilities

• Receive, prioritize, document, and resolve end user requests.
• Escalate incidents when necessary using diagnostic and help tracking tools.
• Provide outstanding customer service to staff, physicians, affiliates, and the public.
• Execute departmental administrative and reporting tasks as assigned.

Position Requirements

• Post-secondary diploma/degree in Information Technology or HDI Certification preferred.
• Certifications such as ITIL Foundation and CompTIA A+ are assets.
• At least one year of recent service desk experience.
• Experience troubleshooting credential, software, mechanical, and network issues.
• Advanced knowledge of hospital software including Cerner, Infor, Meditech, Microsoft and AD Administration.
• Excellent verbal and written communication skills with a minimum typing speed of 60 WPM.
• Ability to work in a fast-paced, multi-task environment with minimal supervision.

Additional Notes

New employees must provide documentation such as proof of COVID-19 vaccination, a 2-step TB test, and immunity proofs for measles, mumps, rubella, and varicella. Clearance from Employee Health, Safety and Wellness is required before starting.

Application Instructions

Internal candidates from Legacy St. Mary’s General Hospital must apply electronically using Infor. External applications will be considered after the internal recruitment process. WRHN is committed to fair, diverse, and inclusive practices and will provide accommodations as necessary.

Key skills/competency

• Help Desk
• IT Support
• Service Desk
• Troubleshooting
• Customer Service
• Cerner
• Infor
• Meditech
• Microsoft
• AD Administration