Who is eHealth Saskatchewan?
eHealth Saskatchewan is a Treasury Board Crown Corporation with a unique blend of healthcare, information technology, and citizen services. Our vision is “Connected healthcare, accessible to everyone, everywhere” with a mission to “Collaborate to transform healthcare through the use of information and innovative technology”. It is a complex environment, constantly evolving and quickly changing as we live our values of excellence, integrity, teamwork, courage, resilience and collaboration.
A large and complex organization, eHealth is comprised of 30+ clinical and non-clinical program (service) areas that all work together to support health care providers and teams across the province in delivering the best possible care to patients, providers, citizens, and health system users. Programs range from primary care to acute care, and includes laboratories, pharmaceuticals and diagnostics. Additional programs that also support patient care and information include Virtual Care, the MySaskHealthRecord, and the Provincial Electronic Health Record. eHealth is also responsible for the administration of various pieces of legislation to manage the registration of/changes to all vital event records (e.g. birth, marriage, death, etc.), registration of legal name changes, registration of adoptions, and for maintaining the provincial health registry for health services eligibility and distribution of health services cards.
The eHealth teams engage directly with health system partners and other stakeholders both provincially and federally to ensure all services are delivered efficiently and effectively.
About the role
Reporting to the Manager, Deskside Operations – Urban (North), eHealth Saskatchewan is seeking a customer focused, highly motivated, and energetic team member for its Deskside Services team. The Deskside Analyst provides ongoing support to more than 20, 000+ users and solves a wide range of workstation, mobile device, and printing problems reported by users within eHealth Saskatchewan, the Ministry of Health and the Saskatchewan Health Authority.
The Deskside Analyst will supply, install, and maintain the workstation, print/imaging, and mobile services eHealth provides. You will also be responsible for troubleshooting issues for computer workstations, printers, installed software and smart devices and resolve these issues within given time constraints determined by service levels.
Our team members participate in an after-hours standby rotation to provide operations and support for service availability 24/7.
The position requires the incumbent to be physically fit with the ability to lift and move computers and peripherals between 50 and 65 pounds. Stooping, bending, and crawling under desks may be required on occasion.
Travel within the province is required for this position, you will need to show proof of having a class 5 drivers license and a reliable vehicle in order to meet requirements for the role.
- Provides advanced troubleshooting on failures related to computer workstations, workstation peripherals, printers, installed software, and “smart” device
- Apply solutions in accordance with best practice incident and problem management processes and to meet negotiated SLA’s.
- Provides on-site installations, moves, adds, or changes for workstations, workstation peripherals, and print/imaging devices.
- Performs research, analysis, and testing to ensure standards and procedures meet the needs of the client community.
- Maintains accurate and current documentation on all aspects related to the scope of workstation services.
- Performs workstation security patching, automated software delivery, installation package scripting or customization, using the SCCM application.
What we are looking for
The successful candidate will possess exceptional written and verbal communication skills and thrive in a dynamic, fast paced and technology driven environment. Proven experience and skills in effective communication, leadership, problem solving, documentation standards, a rigor for change management protocols and quality control are also required.
- Computer hardware: Windows based PC's, and Laptops, iPads, Windows and Android tablets;
- Operating Systems: Microsoft Windows, Apple iOS, Android and RIM;
- Desktop productivity applications: MS Word, MS Excel, MS Outlook, and MS Internet Explorer;
- Networked and local printers, scanners and fax machines;
- MS Configuration Manager (SCCM/SMS);
- Trouble tracking software tool; and
- ITIL or ITSM framework and processes.
The knowledge and skills required for this position would be attained through the completion of a post-secondary degree or diploma in Information Systems Technology supplemented with 3 years of working in a similar role within an integrated support environment.
- Analytical, attentive to detail and organized to ensure accuracy and efficiency in your work;
- Proactive, diplomatic and respectful in communicating and building positive work relationships with internal and external stakeholders;
- Flexible, organized and quick to learn in order to independently prioritize and organize own workload to meet tight deadlines and successfully complete projects in a changing environment;
- Service oriented, patient, honest, and respectful/tactful;
- Thorough, reliable, disciplined, organized, and strong attention to detail; and
- Creative, logical, and have a strong motivation for continuous improvement and learning.
Customer Service Orientation
- Ability to anticipate or determine customer needs by truly listening to them, understanding their business, and communicating with them regularly.
- Ability to demonstrate the use and value of new technology, programs and services in a manner that creates understanding, captures interest and enhances user’ computer skills
- Ability to independently interpret, comprehend and apply technical instructions and concepts to successfully acquire, install, modify, configure and maintain hardware and software components and administer networks
- Ability to diagnose technical problems such as delays, malfunctions and errors in order to determine the true cause of the problem and provide a solution in a reasonable time frame
- Ability to work independently and participate as a team member to meet the needs of clients and co-workers and to build productive, positive work relationships
- Ability to independently prioritize and organize one’s own workload to meet tight deadlines and successfully complete projects in a changing environment
- Ability to identify, explore and evaluate options on data, processes and methodologies, information technology and potential systems design to make feasible recommendations
- Ability to design new or adapt existing systems/application taking into account design alternatives, business requirements, and cost, resource and time constraints
- Logical and methodical, organized, reliable, honest, accountable and disciplined, adaptable/flexible, thorough, concise, and detail oriented, team player, diplomatic and tactful.
If this role sounds like the opportunity you have been looking for to challenge yourself and display your abilities –Then we would love to hear from you, and encourage you to apply now.
SGEU Grade: 08SIT
Anticipated start date: June 19, 2023
Location: Saskatoon, SK
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