IT Customer Support II

Edmonton, AB
Permanent
Full-time

5 days ago

Your Opportunity:The Telehealth technician provides support and training to end users that are utilizing Telehealth and Unified Communication Services equipment. They provide guidance on how to use the equipment as well as monitoring session to ensure they are successful. The technicians are also responsible for the maintenance and troubleshooting of equipment including but not limited to Video conferencing systems, A/V devices, Medical peripheral devices (such as Exam Cameras, Digital Stethoscope, Ultrasound, etc.). TH Techs work closely with other UCS teams and vendors to ensure the proper installation of the equipment. Techs are a key player in delivery and support of Clinical Telehealth delivery (direct patient care, including supporting technology in operating theatres). Responds to escalated technical issues: Respond to escalated customer requests for assistance Assess client problem; investigates to determine the cause of the issue. Troubleshooting may involve assessing technical problems or operational issues Identify a solution where there is not existing precedent or documentation and takes corrective action to reach a resolution May assist with updating policy, procedures or guidelines Create and update customer support tickets Refer to more senior staff Department support: Revise manuals and department process documents Create and maintain technical support and training documents Provide input into department processes, guidelines and procedures Develop and foster relationships with business units Run predefined report queries and review for quality assurance May provide advice or instruction to junior staff Other duties as assignedDescription:As an IT Customer Support II, you will provide advanced technical support to a variety of users across AHS for information technology issues in accordance with AHS standards and practices.

Classification: IT Customer Support II
Union: AUPE GSS
Unit and Program: Telehealth Services
Primary Location: Seventh Street Plaza
Location Details: As Per Location
Multi-Site: Not Applicable
FTE: 0.00
Posting End Date: 05-SEP-2025
Employee Class: Casual/Relief
Date Available: 29-SEP-2025
Hours per Shift: 7.75
Length of Shift in weeks: Varies
Shifts per cycle: Varies
Shift Pattern: Days, Evenings, Nights, Weekends, On Call
Days Off: Other
Minimum Salary: $31.13
Maximum Salary: $38.01
Vehicle Requirement: Driver's License, Vehicle Provided

Required Qualifications:Completion of certificate in Computer Support or equivalent. Additional Required Qualifications:Two-year diploma in Computer or Media Technologies, or equivalent years of service in media, or an IT intensive related field or theater\radio\film production, or customer service-related field. Skilled with MS Office tools for collaboration and presentation. Must be able to walk\stand for long periods of time Must be able to lift 50lbs Must possess valid driver's license Preferred Qualifications:Experience with delivery of Telehealth and associated services\products Experience working with Audio and Video conference technology specifically Poly systems. Knowledge of best practices around conferencing\collaboration room layouts\setups Microphone placement & usage for different capture profiles Content delivery peripherals and devices Experience in deploying display technologies, AV control systems, integrated audio-conferencing systems. Negotiation skills

Alberta Health Services

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