IT Field Services Technician

Description

• Join an award-winning "Top Employer" with meaningful and impactful career opportunities 
• Access a health and wellness benefits program that supports you and your loved ones 
• Grow and thrive with a dynamic, successful company through internal mobility opportunities 
• Invest in your future through RRSP match benefits and an employee stock purchase program  
• Experience a collaborative, diverse workforce that prioritizes dignity and respect for all 

• Provides support to end users both remotely and on site.
• Installs/move/decommission/troubleshoot deskside hardware/software and peripheral components such as monitors, workstations and communication interfaces.
• Maintain and organize IT equipment inventory, reports on conditions visual and virtual of each location.
• Resolve IT support issues, optimize services and problem-solve with senior staff when needed.
• Lead intermediate complexity projects and support larger business initiatives as requested by the management.
• Advising on the best use of service catalogue offerings
• Advise, instruct, and train staff on the optimal performance/support operation of deskside hardware and software.
• Maintain technical support, its processes, documentations including incident resolutions.
• Identify, resolve, and escalate all incident/request with potential to exceed established service levels.
• Escalate to Manager as needed.
• Interact with technical areas such as infrastructure, development, and information security staff.
• Review, update workflows and policies. Determine methods to improve process efficiencies where possible based on data analytics/reports.
• Performs other duties as assigned.
• Continuously improve lifecycle service/management using the various metrics/analytics tools available.

• A degree or technical training preferred or equivalent combination of education and experience. 
• 3-6+ years related technical work experience preferably in a high-volume IT office/laboratory environment. 
• Strong understanding of ITIL and industry leading best practices 
• Proficient understanding of audit standard and requirements. 
• Strong knowledge of healthcare regulatory, privacy and operational standards and compliance. 
• Strong knowledge of technology infrastructure best practices 
• Bilingualism (English and French) is a plus. 
• A+ and Network+ certifications are a plus 
• Excellent troubleshooting skills 
• Ability to lead the life cycle management of solutions/services (inception, care and feeding, retirement). 
• Good knowledge of Local Area Network, Windows, Barcode Printing/Scanning, Office 365, Service-Now. Strong understanding of LIS (Lab information System) report and print routines. 
• Ability to work in a fast paced and rapidly changing environment with solid organizational, multi-tasking capability and prioritization skills. 
• Strong understanding of technology and how it works.Ability to work on their own as well as a part of a team. 
• Ability to react to events decisively and effectively until resolution including problem analysis. 
• Solid written and verbal communication skills are essential. Ability to communicate well with others and engage in technical conversations. 
• Ability to handle conflict and conflict resolution. 
• Ability to facilitate process buy-in from staff. 
• Ability to design and implement innovative solutions by interacting with other team members. 
• Ability to manage the occasional stress that comes with coordinating multiple high priority problem resolution and service demands.       

• Normal office environment  
• Prolonged sitting with 80% of time viewing computer screen