Desktop Support Analyst
Posted on June 12, 2025 by St. Joseph's Healthcare Hamilton
- Hamilton, Canada
- N/A
- Full Time
Position Details
Posting #: 31506
Department: DS-Infrastructure Client Svcs
Employee Type: Regular, Full Time
If Temporary, Number of Weeks:
Union: Non-Union
Openings Remaining: 1
Schedule
Work Days: Monday to Friday
Time of Day: Days
Shift: 7.5 hour
Shift Start: Hours are subject to change based on operational requirements.
This position may be scheduled at any of the following sites: Charlton Campus (Hamilton Downtown)
Application Dates
Opening Date: 12/06/2025
Closing Date: 19/06/2025 Applications must be received online by 12:00 midnight on the Closing Date
Position Description
POSITION SUMMARY:
The role of the Desktop Support Analyst is to:
The role of the Desktop Support Analyst is to:
- Deliver desktop support to SJHH's 3 Campus sites as well as SJHH partner sites and projects via phone, technology and/or desk side
- Resolve user issues deploying and upgrading desktop applications and technology; and to
- Set technology standards and improve desktop processes
QUALIFICATIONS:
Community College Diploma in Information Technology (focus on Network Technology and/or software development/ application focus) with Co-op OR
Community College Diploma in Information Technology (focus on Network Technology and/or software development/ application focus) with Co-op OR
- Graduation from an equivalent relevant IT formal education program
- Minimum 3 years pertinent Desktop technology support experience
- Competency in core Microsoft Office system products
- Working knowledge and experience with mobile devices such as iPads, iPhones, Blackberry's, etc.
- Working knowledge of a range of diagnostic utilities
- Advanced knowledge of personal computer operating systems hardware and peripherals.
- Effective listening and comprehension skills to interpret user requests and resolve support problems.
- Proven written and oral communication skills for helping/instructing customers.
- Customer service orientation to work in a demanding customer-oriented environment.
- Creative insightful thinking is crucial to this role due to the need to discover the root cause and appropriate solutions.
- Able to handle multiple requests and prioritize work in a diverse and complex environment.
- Ability to conduct research into a wide range of computing issues.
RESPONSIBILITIES:
Resolves (Tier 2) issues related to specialized areas such as:
Resolves (Tier 2) issues related to specialized areas such as:
- Advanced features of SJHH standard software
- Application printing/network queues
- Troubleshoots and contacts vendors to repair/resolve network connectivity issues related to name resolution and jack activation.
- Establishes organization wide software and hardware configuration for desktops and investigates and resolves complex malfunction issues with PC's printers lap tops copiers and peripherals.
- Evaluates and recommends upgrades to desktop and portable computers and provides advanced knowledge on functionality of various options.
- Initiates warranty or maintenance renewal contracts with vendors and reviews service level agreements.
- Advises departments on unique non-standard hardware and peripherals.7. Co-ordinates small projects e.g. configures and deploys PC upgrade for a department or project.
- Advises and recommends solutions to users with unique requirements within technological limitations
- Recognizes problem trends and performs preliminary analysis of problems affecting the user community and proactively escalates the issue for resolution within Operations or Applications teams.
- Develops and designs User Acceptance Testing criteria for enterprise-wide desktop solutions.
- Installs and configures specialized applications for departmental groups and users,
- Co-ordinates departmental responsibilities for New Hires, Moves, etc with respect to all technology set-up.
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.
Advertised until:
July 12, 2025
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