Helpdesk Technician I

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Competition No.:
1 Year Term With Renewal Possibility - Full-Time


Information Technology 




Heart Institute 

# of vacancies

Start Date


Salary Range

Commensurate with experience 

Union Group




Under the direction of the Manager of Operations, Heart Institute Information Technology, the incumbent is responsible for providing telephone support for end user hardware and software to help meet information requirements of the Heart Institute. Support responsibilities include wireless devices (such as PDAs), PC desktops, Peripheral hardware, Desktop and portable operating system software and approved application software.


  • Deliver timely telephone assistance to clients and ensure Help Desk coverage
  • Provide courteous, professional and quality service to clients.
  • Log and maintain accurate up-to-date records
  • Strive to resolve problems and answer questions in a timely, methodical and accurate manner on the first call
  • Determine the prioritization in relation to the other existing workload.
  • Maintain effective lines of communication with second level support groups and working with these groups to ensure unresolved problems are handled in an expedient manner, problem trends are identified, and root causes eliminated.
  • Adhere to all documented & formalized policies and procedures.
  • Promote the use of corporate standard hardware and software to ensure legality.
  • Dispatching problems (tickets) to support team according to problem type and team member’s expertise


  • Good systems analysis skills usually acquired as a result of one (1) or more years of relevant experience. 
  • Knowledge of Help Desk practices and problem management software
  • Knowledge of Novell and Windows operating systems environments
  • Knowledge of current microcomputer hardware, software and networking technologies.
  • Experience in computer hardware support services / technology and network communication.


  • Above average computer support skills. 
  • Above average analytical, organizational, oral and written communication skills
  • Good interpersonal skills
  • Excellent customer service skills including patience and diplomacy
  • Team player with demonstrated commitment to service excellence
  • Strong problem and analysis and solving skills.
  • Organizational, time management, leadership skills and the ability to work independently

Accommodations will be provided in all parts of the hiring process relating to any specialty requirements. Applicants should make their needs known in advance.

Please e-mail your CV in confidence to