Status: Full-Time Permanent

Travel Requirements: None 

Reports to: Lead, Applications   

Direct Reports: None

Office Hours: 8:30 AM – 4:30 PM
May be required to work off hours.

The Healthcare Insurance Reciprocal of Canada (HIROC) is a trusted healthcare safety advisor, committed to offering a full spectrum of insurance, risk and claims management products and support.

HIROC knows healthcare as it’s the largest not-for-profit healthcare liability insurer in the country, with over 700+ healthcare organizations part of the Reciprocal. Combined with sage counsel and risk management solutions, HIROC works with its partners to increase safety.

As a Reciprocal, HIROC is governed by its Subscribers and remains an innovative, agile and proactive partner. Since its inception in 1987, the not-for-profit has returned over $260 million to the healthcare system. HIROC’s 35 years of data is combined with its extensive experience to advise and share learnings, all with the goal of scaling knowledge and increasing safety across Canada’s healthcare system.

One common thread running through HIROC’s culture is the feeling of being part of something unique: partnering to create the safest healthcare system – HIROC’s vision.

Each employee has the opportunity to find their calling and help build a stronger organization designed to meet the needs of its Subscribers. As a Top 100 GTA Employer nine years running, HIROC employees are empowered to find solutions and create amazing experiences in service to its Subscribers.

Join us and be part of the team working to make a difference.

Key Responsibilities

  • Provide support to employees, including troubleshooting issues related to endpoint hardware, software, audiovisual systems, network connectivity, and other peripherals.
  • Manage the lifecycle of service desk incident management in accordance with ITIL best practices.
  • Escalate support and service requests to the Subject Matter Expert or team as necessary.
  • Maintain a high degree of customer service for all support inquiries and adhere to HIROC's Service Level Objectives (SLO) and Standards & Guidelines.
  • Ensure the confidentiality of information that may be disclosed while working on users' endpoints.
  • Responsible for maintaining HIROC’s software and hardware assets.
  • Conduct research on products and services to support procurement and improvement efforts as needed.
  • Provision new or refurbished IT hardware for onboarding and offboarding processes, by checklist requirements and all security policies.
  • Responsible for on-call rotations and as-needed support for emergency response hotlines.
  • Perform other related duties as assigned with a high degree of flexibility and professionalism.
  • Coordinate and resolve issues or problems with outside agencies, contractors, or vendors as required.

Knowledge, Skills & Abilities

  • Excellent communication skills with a customer-oriented attitude.
  • High attention to detail, effective time management, good organizational skills and capable of meeting deadlines.
  • Proficient problem-solving and analytical abilities.
  • Ability to work effectively in a team-focused environment, as well as independently with minimal supervision.
  • Good writing skills for creating business cases, project charters, and presentations as required.
  • High degree of resourcefulness and willingness to take initiative.
  • Quick learner with an aptitude for adapting to new software and IT systems.
  • Working knowledge of ITIL processes (certification is an asset)
  • Demonstrated proficiency in providing technical support and maintenance for endpoint hardware, printers, cell phones, and other peripherals.
  • Proficient with tools and technologies such as:
    -    Systems management for laptops, desktops, virtual desktops, and mobile devices.
    -    Desktop application support (Windows 10/11, Adobe, Office Suite, WebEx, MS Teams, Zoom, etc.).
    -    Microsoft Active Directory user administration, Exchange user administration, and SharePoint user administration.
    -    Incident management systems
    -    Software inventory management, deployment management, and asset management.
    -    Endpoint protection remediation (antivirus and anti-malware, EDR solutions).

Education, Training & Experience

  • To be successful in this role, you will possess a College or University degree in the field of Computer Science, Information Systems or a related discipline.
  • 3 years of work experience.
  • Most importantly, you are an enthusiastic and creative thinker who is constantly driving performance improvement and is passionate about creating the safest healthcare system possible for Canadians

Working Conditions

  • Working at a computer for much of the day.
  • Hybrid working model.
  • May be required to work off hours.

TO APPLY: Please submit your résumé to [email protected]

In order to be considered for this position, please include a current résumé or detailed qualifications summary with your application. Only those selected for an interview will be contacted.

HIROC is committed to fostering a climate of equity, diversity, inclusion, and accessibility. HIROC respects the diversity of all members of its community and welcomes applications from those who have demonstrated a commitment to the values of equity, diversity and inclusion. Applications from members of groups that have been historically disadvantaged and marginalized, including First Nations, Métis and Inuit peoples, racialized persons, persons with disabilities, those who identify as women, 2SLGBTQ+, individuals who self-identify on the basis of any of the protected grounds under the Human Rights Code and/or others who may contribute to the further diversification of ideas within its community are encouraged. HIROC is committed to fair assessment of a candidate’s abilities, and consideration for diversity of thought, method, and experience, including non-traditional career paths.

HIROC is committed to providing a barrier-free environment for all stakeholders, including its participants, employees, job applicants, suppliers, the public and any visitors who may enter its premises, access its information, or use its services. As an organization, HIROC respects and upholds the requirements set forth under the Accessibility for Ontarians with Disabilities Act (AODA) and its associated standards and regulations and will ensure that HIROC offers a safe and welcoming environment that is respectful of each person's dignity and independence.