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Job Title:Technical Support Analyst, Information Services
Reference #:17-405
Union: Non-Union
Supervisor: Team Leader of Technical Support, IS
Classification:2 year term, Full-Time
Salary:$50, 622.00 to $62, 166.00 per year
Posted Date: 2017-09-27


Reporting to the Team Leader of Technical Support, the primary responsibility of this position is to provide first level application, hardware, and network support to the various users located throughout CHEO. Additional responsibilities include systems monitoring, systems and network administration, and providing after hours IT support to ensure 24/7 coverage.


§ Provide hardware, applications and network support to a wide variety of users and work groups located throughout the facility. This will include the ability to employ various troubleshooting methodologies in order to isolate the problem(s) and to take corrective action (s).

§ Classify, record and monitor the frequency and status of support calls to measure service levels and to help identify chronic hardware or network problems.

§ Provide information as to where current training programs should be modified based upon the frequency and consistency of calls received by the help desk.

§ Deploy, configure, troubleshoot, and repair, where appropriate, various hardware and peripheral devices for IS clients.

§ Perform scheduled system maintenance and monitor overall system resources.

§ Install and or upgrade a variety of hardware and software resources in support of the clinical and non-clinical applications employed throughout the hospital.

§ Conduct informal audits of various systems to ensure that software residing on the desktop complies with CHEO licensing agreements, and that users are employing the equipment at their disposal in a manner consistent with corporate policy.

§ Identify opportunities and make recommendations to IS management as to employing different methodologies, hardware, or software that will result in greater department efficiency and increased productivity.

§ Based upon skill levels or areas of specialization, be considered a primary or backup administrator for various applications employed within CHEO with reporting responsibilities to the Team Leader.

§ In concert with external vendors, be able to troubleshoot IT problems within CHEO’s environment.

§ Participate in the on-call rotation by being available by pager, and, when deemed essential, be prepared to return to the facility to resolve problems that cannot be rectified remotely.

§ Assume other related responsibilities that may be assigned by department management.


§ Police Record Check (PRC) (Essential)

§ University degree, College diploma, or certification from a recognized post-secondary institution having a curriculum focused on computer technology or the equivalent educational background and experience. (Essential)

§ A detailed knowledge of microcomputers operating within a networked environment. (Essential)

§ Support level knowledge of the Windows operating system for both desktop computers and servers. (Essential)

§ Support level knowledge of various office application suites as well as enterprise Email systems. (Essential)

§ The ability to perform basic maintenance on various hardware configurations and to follow written procedures to custom configure network switches or other components. (Essential)

§ A strong customer service orientation accompanied by good oral communications skills. (Essential)

§ Work well in a collaborative results-oriented environment. (Essential)

Should the applicant require any accommodations during the application process please notify Human Resources as per the Accessibility for Ontarians with Disabilities Act.

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