Job Title:
ICT Support Specialist
Responsibilities:
* Provide 1st and 2nd line support for Windows 10, Windows 11, Office365, and Clinical Applications.
* Experience with ServiceNow, Active Directory, and Intune is required.
* Resolve complex technical issues for laptops, PCs, and mobile devices with accurate and timely troubleshooting and support.
* Deliver on-site technical support at hospital and head office locations, managing escalations and high-priority incidents.
* Manage setup and configuration of new user accounts, laptops, and mobile devices according to company processes.
* Conduct thorough offboarding for departing staff, including equipment collection and account deactivation.
* Ensure compliance with data protection and security protocols during onboarding and offboarding processes.
* Administer Active Directory and Microsoft Azure accounts, troubleshoot access issues, and manage permissions.
* Implement and manage policies via Intune to maintain device security and compliance.
* Track, update, and manage IT hardware inventory, ensuring all equipment is accounted for and well-maintained.
* Perform diagnostics, repairs, and replacements as necessary, escalating to vendors when required.
Requirements:
* Minimum 3 years of experience in a Service Desk or IT Support role.
* Bachelor's degree in Computer Science, IT, or equivalent experience.
* Proficiency in Office 365, ServiceNow, Active Directory, Azure, and Intune; healthcare app knowledge is an asset.
* Strong troubleshooting skills for devices and basic network issues.
* Excellent customer service, communication, and documentation skills.
* Experience in onboarding/offboarding, user account management, and IT equipment inventory.
* Familiarity with ITSM frameworks and ITIL processes.
* Self-organized and capable of managing workloads and responding to helpdesk calls promptly.
* Ability to build strong relationships with end users and explain technical concepts clearly.