Device Tech Support Specialist HIS

William Osler Health System is driven by a strategic vision to go beyond for our people and communities. As part of this commitment we are embarking on an exciting digital transformation to implement a new modernized Hospital Information System (HIS). Our dedicated HIS Team will collaborate closely with our trusted HIS Vendor (Epic) and internal subject matter experts to develop a fully functional system that will empower us to deliver exceptional care and services.

The Device Tech Support Specialist Health Information System (HIS) is responsible for the configuration deployment and support of all equipment related to the HIS including but not limited to PCs printers laptops and mobile devices. This role is part of the HIS project structure with a key responsibility to design deliver and sustain our systems to address both clinical and nonclinical needs ensuring the HIS is utilized effectively and efficiently in patient care.

Accountabilities:

• Providing technical expertise for the configuration and maintenance of end user computing devices including desktop computers laptop computers printers and mobile devices
• Maintaining control of end user computing assets accuracy in the Epic deployments tracking system
• Analyze review and test the impact of new functionality from Epic releases on hardware
• Work closely with technical teams to monitor device performance and server activity to resolve bandwidth or security related issues
• Troubleshoot and resolve device errors that impact overall Epic performance providing first level support and working closely with technical administrators as required
• Recording categorizing and logging requests for service using a central ticket management solution
• Leveraging available tools (SCCM RDP knowledge base and other sources of documentation) to resolve incidents and requests in an efficient and effective manner via telephone or in person
• Transferring and escalating incidents requests and problems to the subject matter experts level support and following up with ticket owners to ensure resolution in a timely manner
• Acting as a subject matter expert for specific technologies services and processes
• Create and maintain documentation to build a repository of key configuration decisions and associated build
• Attend meetings to discuss deliverables issues end user concerns and upcoming milestones
• Work closely with HIS team members to identify and troubleshoot issues to find creative resolutions
• Partner with Epic HIS vendor representatives to maintain communication and help vendor staff understand hospitals operational needs
• Participate in an oncall rotation to provide 24/7 support
• Work extended hours (days evenings nights weekends) as required

Qualifications :

• Successful completion of either a university degree or college diploma in a computer related field and/or work experience in a technical environment is required.
• ITIL Foundations certification v3 or higher is preferred
• Microsoft certifications an asset
• Experience in providing customer support with a high level of professionalism
• Strong end user computing experience e.g. desktops laptops various printing devices mobile devices (Android/iPhone etc.) VOIP phones
• Solid skills in supporting common end user clinical/nonclinical applications including Microsoft cloudbased applications (O365) SharePoint Citrix Imprivata etc.
• Experience with support tools and technologies such as Active Directory SCCM MDM (Intune)
• Experience with common ticket management solutions
• Demonstrated critical thinking skills strong organizational skills and welldeveloped written and verbal communication skills are required
• Previous experience working with a modernized HIS at an EMRAM Stage 6 or higher and/or Epic certification is an asset
• Demonstrated proficiency working with Microsoft Enterprise applications (i.e. Visio Word Excel PowerPoint Outlook OneNote) is required
• Ability to learn new software and systems demonstrating technical aptitude
• Ability to work in an agile environment to deliver an HIS that meets end user needs
• Ability to work independently and in collaboration with a team to meet HIS project milestones and ensure successful project delivery
• Ability to analyze user requirements and produce creative solutions to meet end user needs
• Ability and willingness to support project success in a manner that goes beyond completion of assigned tasks
• Ability to persevere in a high intensity project to overcome obstacles and difficult situations within a time sensitive implementation
• Must demonstrate Oslers Values of Respect Excellence Service Compassion Innovation and Collaboration

Additional Information :

Hours: Currently Days (subject to change in accordance with operational requirements)

Salary Range: $77200.50  $96505.50

Application deadline: January 31 2025

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Osler values inclusivity and diversity in the workplace. We welcome and encourage applicants from diverse backgrounds. We are committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act. If you require an accommodation at any stage of the recruitment process please notify Human Resources at .

While we thank all applicants only those selected for an interview will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only and not for any other purpose.