Position Details

Job Number: 

JR00793

Department:

DS Service Desk Operations

This position may be scheduled at any of the following sites:

Charlton Campus (Hamilton Downtown), West 5th Campus (Hamilton Mountain)

Job Type:

Regular, Part time

Contract Duration: (If applicable)

0 months

Number of Positions:

1

Union:

CUPE Local 786

Hourly Rate (Min / Max):

$31.26 - $34.02

Schedule

Work Days:

Monday to Sunday

Time of Day:

Afternoons, Days, Nights

Shift:

Hours - 4, Hours - 7.5

Shift Start: (If applicable)

AM 07:00, AM 08:00, AM 09:00, PM 15:00, PM 23:00

Application Dates

Opening Date:

2026-06-16

Closing Date:

Job Description

Qualifications:
-Completion of Grade 12, plus minimum of 2-year post-secondary program in computer related field.
-Additional training and certification to include A+ Certification, Microsoft Certification, ITIL related training, Healthcare IT Tech certification or equivalent.
-Minimum six months experience in a related environment.
-Experience with common business productivity software and hospital system applications.
-Solid analytical/cognitive skills to troubleshoot complex and technical problems
-Ability to coordinate and prioritize multiple tasks simultaneously while maintaining attention to detail and quality.
-Demonstrated capability to achieve results under pressure in a fast paced client driven environment.
-Able to communicate effectively in English both written and verbally, with key stakeholders, leadership, partners, team members, other organizations, and customers.
-Extensive experience in a wide variety of computer applications.

Responsibilities:
-Provide initial (Level 1) technical assistance and support for incoming service incident requests and issues related to users. Examples include password resets, printer configurations, break/fix.  Communicates with customers at all levels of technical and non-technical skills sets.
-Documents all pertinent user/customer identification information, including name, department, contact information, and nature of problem or issue or any additional information as required.
-Prioritize problems for resolution. Elevates complex (Level 2) and/or high priority problems to the appropriate specialized support groups for resolution and/or Supervisor/Manger if and as required.
-Records, tracks, and documents the service desk incident or request including actions taken, through to final resolution, using required tools / applications such as IT Service Management Tool (ITSM)
-Accesses Internet websites, internal or external  knowledge bases, and frequently asked questions resources to learn and aid in troubleshooting to perform required tasks.
-Identify and learn appropriate software and hardware used and supported by the organization.
-Perform post-resolution follow-ups to incident and request if required.  Follows up with end users to provide status updates.
-Recommends procedure modifications, ideas or improvements.
-Performs other related duties as assigned by Manager

St. Joseph’s Healthcare Hamilton (SJHH) is an equal opportunity employer and strives for equity, inclusiveness, and diversity in all our programs, practices, facilities, and people. We foster a culture of patient and staff safety where all positions comply and work in conjunction with the Mission, Vision, and Core Values of SJHH.

We thank all applicants for their interest, however, only those selected for an interview will be contacted. SJHH is committed to a barrier-free recruitment and selection process - please inform us should accommodation be required at any point in the recruitment process.