Customer Support Specialist
Department: Customer Support Services
Position Number: 50062822, 50062823
Hours of Work: (2) Temporary Part Time Position (Approximately 6 Months)
Rotating Shifts: 0700-1900, 1900-0700, 0630-1400, 0700-1500, 1500-2300, 2300-0700
Pay Band: Band-Q - $32.53-$36.03
Union: CUPE
Location: Kingston General Hospital Site
Please note, this posting identifies the current shifts that apply to the position control number. However, this does not guarantee the permanence of the shift time or work assignment for the position. The Hospital reserves its Management Rights under the CUPE Collective Agreement to make changes to shift time and work assignment as it deems necessary.
DESCRIPTION:
Provide customer service through telephone and onsite visits; ensuring timely and accurate problem resolution and education to enable customers to use the supported information infrastructure.
Within this role the employee is accountable for contributing to the delivery of the Kingston Health Sciences Centre strategy. As an employee, one must demonstrate an awareness of and be responsible for actively promoting and supporting patient and family centered engagement and care in all we do.
DUTIES & RESPONSIBILITIES:
Customer Support
Provide timely, professional, resolution to 1st and 2nd level support for desktop software and hardware issues as per defined processes and service levels. With a strong focus on call resolution at 1st level, perform the following for each support call:
- Record standard call demographics,
- Perform problem analysis,
- Evaluate severity,
- Establish priority,
- Perform diagnostics, and
- Complete additional documentation/activities as required
Where the problem is diagnosed and resolved at 1st level, complete required customer feedback and documentation. When the 1st level processes are completed and the problem is not resolved, escalate to 2nd level support based on defined process.
- Diagnose, troubleshoot and maintain microcomputer hardware and software. Escalate to 2nd level where appropriate.
- Install, upgrade, configure distributed computing hardware and software as defined by KHSC policies & practices. Order parts as directed.
- As required, the specialist will conduct follow-up activities and communications with customers, 1st level team members, 2nd and 3rd level support, and management. The specialist will immediately escalate urgent systems issues and issues that are not related to 1st level support to designated management.
- Responsible to maintain support knowledge of all software applications and hardware platforms supported by KHSC Information Management.
- Set-up, maintain & troubleshoot audio/video conference equipment.
- Responsible to effectively utilize 1st level support tools and resources, including the call tracking system, telephone system, asset management system, remote infrastructure monitoring systems (including desktop, network, system and application management), and other tools as required.
Training
At the direction of the Manager:
- Provide classroom and one‑on‑one training to customers
- Participate in development of training programs as required
- Provide training and mentoring for other Information Management staff on support systems, methodology and procedures
- Assist in the creation of educational programs, documents and support resource materials (e.g. support procedures, call templates, call scripts)
- Other training duties as assigned
Security
At the direction of the Manager:
- Process all computer access requests, including verification of appropriateness, ensure prerequisites have been met, complete request in accordance with departmental standard operating procedures. Where applicable, schedule customer education.
- User account provisioning and de-provisioning for KHSC and Ministry level applications.
- Role will require to have “Legal Registration Authority” for selection Ontario Ministry applications (OneID, Ontario Health, Connecting Ontario, etc)
- Ensure appropriate computer access is maintained and audited
- Other security activities as required
Documentation & Administration
- Document, in accordance with standard departmental operating procedures, the information relating to support calls. As directed by management, assist in the creation and maintenance of departmental procedures, documentation, and reports for knowledge base and customer support initiatives.
- Where call resolution includes changes to desktop hardware or software, maintain records of system configurations and changes. Update asset management systems as per standard department operating procedures.
As directed by management, provide assistance with the following:
- 1st level support staffing,
- Reporting on departmental metrics
- Additional activities as required
Additional Duties
- In conjunction with other members of Information Management participate in various Information Management related projects. These may be focused around installation, commissioning and testing of new hardware and software systems; development and delivery of training for new users or new systems; and supporting security changes required for new technology.
NOTE: The above duties are representative but are not to be construed as all-inclusive.
BASIC QUALIFICATIONS:
- Technical College Diploma in Computer Networking and Technical Support or related study (2+ years or accelerated program) or University Degree in Computer Science/Information Science/Engineering
- 2 years of full-time equivalent work experience in a technical support role within the last 5 years, focusing on troubleshooting and supporting end users and computing devices (Mobile, PC and Printers) on current OS platforms in a corporate networked computing environment.
- Demonstrated knowledge of computer hardware and peripherals (to be tested).
- Demonstrated ability to use Microsoft Office products (Word Level 2 and Excel Level 2 to be tested).
- Demonstrated ability to use Microsoft Outlook (Level 2) (to be tested)
- Minimum typing speed of 40wpm
- Demonstrated ability to speak, read, and write English
- Demonstrated proficiency and troubleshooting skills with current operating systems (Windows, MACOS, Android, etc) in a corporate networked environment.
- Demonstrated ability to deal with confidential issues. A high level of responsibility is associated with this position due to the sensitive and restricted/classified nature of the information contained in the hospital’s information systems, particularly the Patient Care System.
- Demonstrated knowledge of remote support tools
- Ability to multi-task and work in a stressful environment.
- Ability to deal with difficult people and people experiencing elevated levels of stress.
- Basic knowledge of LAN, WAN, Mobile and Wifi networks.
- Basic knowledge of Active Directory and Citrix Virtual Apps.
- Above average social and communication skills (oral, written and electronic), with a focus on customer service.
- A systematic, analytical approach to problem solving.
- Motivation and aptitude to teach / instruct both customers and colleagues
- Proven ability to attend work regularly.
- Satisfactory criminal reference check and vulnerable sector search required.
PHYSICAL REQUIREMENTS:
The applicant must be able to meet the physical requirements of the position.
KHSC is located on the ancestral lands and waters of the Anishinaabeg and Haudenosaunee and serves a wider geographical area that encompasses many Indigenous communities including Tyendinaga, Katarokwi, as well as communities within the Weeneebayko Area Health Authority. As we partner in care, discovery, and learning to achieve better health outcomes for our communities, KHSC is committed to actively advocating for and acting upon the Truth and Reconciliation Committee’s Calls to Action on Health.
Unless specifically stated, all job postings are for existing positions at KHSC. KHSC is committed to recruitment practices that support and contribute to building a respectful, diverse and inclusive workplace in compliance with legislation such as the Employment Standards Act and Accessibility for Ontarians with Disabilities Act. We welcome all applications from women, racialized persons, persons with disabilities, Indigenous Peoples, persons in the 2SLGBTQIA+ community, and members of other equity deserving groups.
Kingston Health Sciences Centre may use artificial intelligence systems to assess and screen applicants. All hiring decisions are made in accordance with KHSC policies and applicable employment legislation.
We thank all applicants, but only those selected for next steps will be contacted. Kingston Health Sciences Centre is committed to inclusive and accessible employment practices. If you require an accommodation to fully participate in the hiring process, please notify the Recruitment Team.
