Waypoint Centre for Mental Health Care is a 315-bed academic and teaching hospital that provides specialized mental health, addiction and geriatric care. Located on the shores of Georgian Bay, we serve some of the most complex and disadvantaged individuals in Ontario and are the sole provider of high-secure forensic mental health services in the province.

The Manager of IT & Data Centre Operations is currently seeking 2 temporary full-time Technical Support Technicians. The purpose of this position is to provide technical support to end users for the desktop, software, network and telecommunication environment, and provide end user training and advice.

KEY ACCOUNTABILITIES:

Provide first-line/second-line technical support over the phone, chat and via e-mail
Provide on-site analysis, diagnosis, and resolution of complex PC and peripheral problems for a variety of end users, and recommend and implement corrective hardware solutions
Work closely with customers to resolve application and software issues within supported applications and databases
Provide end-user customer support and training as required; respond to and manage support requests to ensure compliance with service quality and defined priority levels.
Adhering to change management process, test, implement and document deployment and upgrade of approved applications, including operating systems and application security updates
Provide hands-on maintenance of information technology equipment
Provide hands-on maintenance/repair of network equipment by installing cabling and network components, diagnosing and correcting network faults to ensure the hospitals network system operates at peak performance at all times in collaboration with the network administrator
Research and recommend hardware and software improvements and upgrades by determining hospital needs and technology availability
Provide application/Windows OS installation/configuration/patching as well as data reporting (application install status, client health etc.) leveraging tools such as Microsoft Endpoint Configuration Manager, NAGIOS, and WSUS

REQUIREMENTS/QUALIFICATIONS:

Post-secondary degree or diploma in computer science or computer-related studies
Minimum 5 years’ experience in a healthcare environment as a Systems Analyst, Service Desk Analyst Level 2/3. At least 3 years’ experience working in an IT Service Desk environment supporting a minimum of 100 users preferred. Experience in SLA/KPI environment.
Minimum Certifications: CompTIA A+
Post-secondary degree or diploma in computer science or computer-related studies
Desirable Certifications: ITIL foundations, Microsoft Technology Associate (MTA), Microsoft Certified Technology Specialist (MCTS), Microsoft Certified IT Professional (MCITP) and CompTIA N+.
Experience in SLA/KPI environment
Demonstrated knowledge of data and telecommunications networks
Demonstrated knowledge of Microsoft Endpoint Configuration Manager, Windows WSUS, and other system monitoring software.
Experience with Active Directory, Microsoft Exchange, SharePoint (On-Prem & Online) in order to support end users and future upgrades.
Knowledge of LAN technology, protocols, LAN & Telecommunications writing typologies and cabling standards
Strong analytical skills to assess hardware problems, diagnose source/cause and resolve
Planning, organizing and coordinating skills to meet operating deadlines and respond to end user needs
Effective interpersonal and customer service skills
Models and promotes core ethical practice, Waypoint Values, and reflects an optimistic and positive attitude
Preference for proficiency in French/English language skills
HOW DO I APPLY?

Waypoint employees apply through the Employee Self-Service portal at https://employees.waypointcentre.ca and external applicants apply to Join our Team, Career Opportunities | Waypoint by close of business (4:00 pm) on July 4, 2025 quoting Job ID WC25-177. Attach your cover letter and resume detailing why you are interested in this opportunity and how you meet the qualifications and key accountabilities specified.