IT Helpdesk Analyst

# Summary 

# About the organization 

Community Health Centres of Northumberland (CHCN) opened in 2009 and continue to improve our programs and services to best meet the needs of our community. Our CHCN delivers primary care (family physicians and nurse practitioners), diabetes education, mental health and addictions counseling, geriatric outreach services, a memory clinic, dental care, and many health promotion and community development activities.  We focus on the frail elderly, people struggling with mental health issues and/or addictions, those unable to have even basic housing and food, the lonely and youth at risk.

# About the position 

 Job Summary: The IT Helpdesk Analyst is the first point of contact for all IT-related issues within the organization. This role provides frontline technical support to clinical and administrative staff, ensuring timely resolution of common hardware, software, and access issues. The successful candidate will deliver excellent customer service while supporting a secure, reliable, and compliant healthcare IT environment. Key Responsibilities:

Technical Support:

• Serve as the initial point of contact for IT support requests via ticketing system, phone, email, or walk-up support.
• Diagnose and resolve common technical issues, including but not limited to: 
  • Password resets, multifactor authentication, and account access
  • Workstation, printer, and peripherals
  • Basic network connectivity and VPN access problems
  • Email and productivity application support (e.g., Microsoft 365, electronic medical record system)
• Escalate unresolved or complex issues to Level 2/3 support following established procedures.
• Track, document, and maintain accurate records of incidents and service requests in the ticketing system.

User & Device Support:

• Set up, configure, and deploy desktops, laptops, mobile devices, and related peripherals.
• Support onboarding and offboarding processes, including account provisioning and deactivation, and role changes.
• Prepare and assign equipment for new hires.
• Provide basic support for clinical systems, including EMR/EHR platforms and other healthcare applications, where applicable.

Security & Compliance:

• Adhere to organizational policies related to information security, privacy, and acceptable use.
• Support compliance with healthcare regulations (PHIPA) including proper handling of sensitive information.
• Identify and report potential security incidents, risks, or policy violations promptly.

Documentation & Continuous Improvement:

• Maintain clear and accurate documentation, including knowledge base articles and standard operating procedures.
• Participate in system maintenance, upgrades, and minor IT projects as assigned.
• Identify recurring issues and recommend improvements to processes or technical solutions.

Organizational Responsibilities:

• Treat all individuals with respect, fostering a positive, safe, and inclusive workplace.
• Work in a manner that respects privacy and confidentiality in accordance with all relevant policies.
• Actively participate in program planning, team meetings, staff meetings, and team-building activities.
• Follow all infection prevention and control policies, including screening and required PPE use.
• Accept responsibility for assigned work, meet deadlines, and seek clarification when needed.
• Comply with occupational health and safety requirements, report hazards or unsafe conditions, and support their resolution.
• Communicates in a timely and positive manner with the IT & Cybersecurity Lead regarding job content, specific objectives and personal performance.
• Identifies performance goals, objectives, and learning needs.  Identifies concerns in a timely manner and, in collaboration with the IT & Cybersecurity Lead, seeks resolution.
• Performs other duties as assigned.

# Qualifications

• Diploma or certificate in Information Technology, Computer Science, or a related field, or equivalent practical experience.
• 0–2 years of experience in a helpdesk, desktop support, or technical support role.
• Working knowledge of: 
  • Windows client and server operating systems
  • Microsoft 365 administration
  • Active Directory administrator (user accounts, password resets, group management, etc.)
  • Networking concepts (e.g., DNS, DHCP, Wi‑Fi, etc.)
• Strong customer service, communication, and interpersonal skills.
• Ability to prioritize tasks, manage time efficiently, and work effectively in a fast-paced environment.

Preferred Qualifications:

• Experience working in a healthcare or other regulated environment.
• Familiarity with IT service management/ticketing tools (e.g., ServiceNow, Jira, Freshservice).
• Industry certifications (e.g., CompTIA A+, Microsoft Fundamentals, etc.).
• Exposure to EMR/EHR systems (e.g. TELUS Practice Solutions Suite)