Role Summary
This individual will have at least two years' experience on an IT support help desk to support a customer
account in the healthcare sector. Microsoft experience is required and certification is preferred.
Experience with Microsoft Windows Server and EPIC are highly desirable. Experience working in
successful, high growth organizations will be a plus. The role is for a 24x7 NOC and will require shift work
and some flexibility in work hours.
Key Responsibilities
• Help desk support.
• Communicate easily with senior client IT personnel, front-line client IT personnel and coworkers.
• Troubleshoot and resolve customer support incidents within the SLA paying special attention to
customer satisfaction.
• Microsoft Windows server, VMware vCenter, Cisco/Dell Compute, SAN/NAS/Unified Storage
support and administration.
• Maintain customer support documentation.
Required Personal Skills:
• Strong analytical and problem-solving skills.
• Strong interpersonal and customer service skills.
• Excellent verbal and written communication skills with an ability to develop rapport with clients
and co-workers.
• Highly motivated with the ability to work well independently and in a team environment.
• Ability to multi-task in an environment with changing priorities keeping customer service as the
prime focus.
• Ability to perform in a constantly changing and growing environment
• Enjoys working in a busy environment and can demonstrate high level of creativity, attention to
detail, and adaptability.
Technical Skills:
• Minimum 2 years' IT support help desk experience.
Experience with any of the following technologies would be definite assets:
• Microsoft Windows Server
• SAN/NAS/Unified Storage
• Cisco/Dell Compute
• EPIC
• MEDITECH
• VMware vCenter
• VMware Horizon
• Citrix
Educational Requirements:
• Post-Secondary Business or Computing Science degree/diploma (or equivalent work experience).
• Current MCITP, MCSA or MCSE