Who we are
We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.
CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.
At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include
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HOOPP Pension Plan (Defined Benefits Pension)
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Retirement Planning Program
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Generous vacation days for permanent and long-term contracts
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Work-life balance
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Career Planning Program
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Learning and Professional Development Program
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Flexible benefits program from your first day on the job for permanent and long-term contracts
Why is this role important?
The Technician provides timely and accurate responses to incidents and service requests related to end-user hardware and software environments. This role performs restorative and corrective actions by diagnosing, prioritizing, and resolving incidents and fulfilling service requests through proactive or scheduled maintenance, installation, or replacement of end user components. The Technician supports ITSM Problem Management by identifying trends in recurring technical issues and implementing permanent resolutions in alignment with existing processes and standards, while contributing to continuous improvement and collaboration.
What you'll do
1. Provide accurate and timely response to incidents and service requests involving end-user hardware and software, including onsite and remote support, installation, and configuration of laptops, tablets, mobile devices, peripherals, and videoconferencing equipment.
2. Recommend and perform proactive or scheduled maintenance, installation, or replacement of laptop components and software, including testing and monitoring, while maintaining supporting systems and escalating issues as needed.
3. Manage the desktop/laptop lifecycle through imaging, configuration, installation, and recovery of devices and peripherals. Maintain IT inventory using prescribed systems and ensure secure, organized storage of equipment.
4. Provide technical consultation and recommend solutions for medium complexity technical issues.
5. Support and adhere to CIHI’s ITS processes, including Information Security Management System (ISMS) practices and ITIL foundational processes such as incident, change, and problem management.
6. Assist in documenting and developing standard operating procedures and technical knowledge bases for end-user support.
What you'll bring to the table
- Undergraduate degree in Computer Science, Computer Engineering Technology or related discipline or equivalent combination of education and related experience.
- ITIL certification is an asset.
- 1 year of related experience in desktop support or technical service desk environments, supporting Windows PC/laptop/tablet hardware and peripherals.
- Demonstrated ability to install, configure, and support Windows desktop hardware and software.
- Experience documenting operational procedures.
- Working knowledge of Active Directory and Office365.
- Strong communication skills, customer service skills with the ability to liaise between technical and non-technical users.
- Strong analytical and problem-solving skills with the ability to prioritize and manage tasks effectively.
- Collaborative team player with a team-oriented approach.
- Knowledge of ITIL foundations is an asset.
Closing Statement
To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our 'Careers' section.
We thank all those who apply, however, only candidates selected for an interview will be contacted.
Employment Equity
At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.
Additional Requirements
- Primary locations: Toronto or Ottawa.
- Must comply with all CIHI workplace policies, including privacy and confidentiality.
- Fluency in English is required, bilingualism in both official languages is an asset.
