Hybrid Help Desk – IT Support

at Providence Health Care

• Job title: Help Desk – IT Support
• Job type: Full Time
• Experience level: Junior, Mid level
• Salary: CA$26 - CA$27 per hour
• Degree requirement: Associate's Degree
• Location requirements: Hybrid, Vancouver, Canada

About the role

• Help Desk/IT Support providing assistance for technology used in Foundry's health services for youth. Troubleshooting issues, setting up workstations, and supporting user accounts in a hybrid role.

Responsibilities

• Provides Help Desk support related to hardware (IPADs), software, application programs and basic network communications for technology rolled out to Foundry centres by FCO, by performing duties such as determining problems, explaining functions to users, creating basic training materials and demonstrating applications.
• Installs, tests, and configures new workstations, peripheral equipment and software to support FCO staff, when required.
• Performs installation, upgrading, preventative maintenance, and routine repair.
• Troubleshoots issues and concerns related to hardware, software, application programs, basic network, and desktop issues.
• Ensures issues are fully resolved and/or re-assign as appropriate.
• Works with vendors and Foundry Product Owners to ensure maintenance and repair of software enhancements and solutions and communicates these internally to impacted staff at Foundry centres.
• Identifies requirements for new and modified computer hardware and software, and makes recommendations when required, coordinates the delivery and installation.
• Responsible for user account management for all Foundry systems (Microsoft, Foundry BC Platform, Zoom etc.) including account creation, relaying account details, password resets, application access and deactivating user accounts.
• Provides user support for assigned Foundry Centres and is responsible for configuring software application to meet needs of assigned Foundry Centres.
• Assists with the administration of global address books and email groups.
• Provides support with video recording, projectors, monitors, computers, phones, webinars and related devices.
• Participates in meetings with the Foundry Central Office team as required.

Requirements

• Graduation from a computer systems technology diploma program plus two (2) years' recent related experience or an equivalent combination of education, training and experience.
• Demonstrated knowledge and understanding of technology, hardware, software, networks and operating systems including Apple and Windows OS.
• Knowledge of practices and procedures related to computer equipment and software applications.
• Ability to install, upgrade, operate, troubleshoot, and maintain computer equipment and software applications.
• Ability to identify, investigate, assess, document, and resolve software and hardware problems.
• Ability to problem-solve and develop solutions.
• Ability to plan, organize, prioritize work, and meet deadlines under pressure.
• Ability to communicate effectively both verbally and in writing.
• Ability to work effectively, both independently and as part of a team.
• Ability to orient and train.
• Ability to operate related equipment.
• Physical ability to perform the duties of the position.

Benefits

• A competitive salary: The salary range for this position is $25.62 - $27.18 per hour, depending on experience.
• Growth opportunities: We welcome individuals at all stages of their career, offering opportunities for professional development and growth.
• State-of-the-art facilities: The new St. Paul’s Hospital and health campus will be the most innovative approach to the delivery of integrated care in B.C. and Canada, designed to appropriately address the future health needs of patients, families, and our communities. From hospital care to primary and community health solutions, the new St. Paul’s Hospital and health campus will continue to lead innovations in care, research, and teaching. The new St. Paul’s Hospital is expected to open in 2027.
• Inclusive culture: We respect the diversity, dignity and interdependence of all persons. We value the cultural richness that our diverse workforce brings to the care of our equally diverse population of patients and residents.