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Tier 1 Help Desk Support

Think Research is changing the way healthcare is delivered- and not in the Buckley's "tastes awful but it works" kind of way. We're building software to give clinicians the information they need to treat patients better and faster. We're growing fast (400+ hospitals!), and need some help keeping up with the demand.

Why Us?

  • Unbeatable downtown location (across from Union Station)
  • Great team spirit
  • Opportunity to affect change in a very real way, everyone at Think Research knows the work they do will help their families and friends through improved health services

Think Research is seeking a bright, highly motivated individual to join our in-house team as a Tier 1 Help Desk Support for our Client Success team. The ideal candidate is a quick learner, a great problem solver, has a lot of patience, and is fantastic with clients.

What will you be doing?

  • Field incoming tier 1 technical support requests from end-users via both telephone and email and resolve issues in a timely manner
  • Reviewing documents, workflow and plans for support with customers/vendors
  • Updating and maintaining documents within a structured knowledge base
  • Coordinating monitoring and tracking of issues and resolutions
  • Conducting configuration changes in client platform instances
  • Troubleshooting and resolving issues in regards to interface and information exchanges
  • Providing status updates and reports on current state of issues
  • Developing solutions with the latest tools

Required Qualifications:

  • 1-3 years experience in healthcare IT
  • Post secondary degree in computer science or related field
  • Experience working within an IT Help Desk capacity as a tier 1 support
  • Experience working with SQL scripting, ADFS, JSON, .NET, .IIS, ACS and HL7 would be considered an asset
  • Previous experience working with SaaS solutions is an asset
  • Excellent written and oral communication skills- you are most definitely a people-person
  • The capacity to think creatively and apply your well-developed problem solving skills
  • The ability to communicate technical information to a non-technical audience
  • The capability to work independently, as well as in a team setting
  • The ability to multi-task in a fun, fast-paced team environment while at the same time maintaining a professional relationship with our clients
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