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 $200 million to the healthcare system.

HIROC’s thirty-plus 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.

Summary

The Performance Excellence & Information Services Summer Student acts as the primary contact for users of HIROC’s IT systems and services. They provide hands-on support and incident resolution for IT-related issues and service requests from business units. This involves receiving support and service requests through a wide variety of communication methods, i.e., phone, e-mail, web forms, etc. The Help Desk also works to improve processes involved with support and incident resolution and works closely with colleagues throughout the business to resolve problems and maintain service levels.

Key Responsibilities

  • Understands roles and responsibilities within the team
  • Provides first-level technical support to employees, including troubleshooting hardware, software, AV system, network issues and other peripherals.
  • Managing help desk tickets with our ticketing system, updating and documenting cases in a timely fashion
  • Escalates support and service requests to Service Desk colleagues as required
  • Follows up with customers, provide feedback and see problems through to resolution
  • Supports IT asset management activities for front-end software and hardware assets
  • Maintain confidentiality of information that may be disclosed when working on users’ systems.
  • Verify and analyze data exported from various IT consoles to ensure accuracy and compliance with internal processes.
  • Occasionally assist with lifting and moving IT equipment, such as desktops, monitors, and network devices, as required.
  • Reimage laptop or maintain laptop warranty work with support vendor
  • Perform other related duties as assigned with a high degree of flexibility and professionalism
  • Other duties as assigned.

Knowledge, Skills & Abilities

  • Basic understanding of operating systems, business applications, printing systems, AV system, and network systems
  • Proficiency in Microsoft Office Suite and familiarity with operating systems (Windows).
  • Strong problem-solving skills and the ability to troubleshoot technical issues.
  • Excellent communication skills and a customer-oriented attitude.
  • Attention to detail, time management and good organizational skills.
  • Proven ability to quickly learn and adapt to IT Operations

Education, Training & Experience 

  • To be successful in this role, you will be working towards a degree or diploma in the field of Information Technology, Computer Systems, Information Systems or a related data-driven discipline.
  • Most importantly, you are an enthusiastic and creative thinker, who is constantly driving performance improvement and are passionate about creating the safest health care system possible for Canadians.

Working Conditions

  • Working at a computer for much of the day.
  • Hybrid working model.

How 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.