EH-Support Desk Technician

Summary

The Support Desk Technician provides frontline technical coordination and support for KO eHealth

telemedicine and virtual care services. This role focuses on system readiness, user support, equipment

troubleshooting, and service desk–style intake and tracking of technical issues. Working closely with KO

eHealth Leads, IT partners, and the Director, the Support Desk Technician helps ensure reliable,

accessible, and effective virtual care across KO eHealth -served First Nation communities while

supporting ongoing technological advancement.

Key Responsibilities

Service Desk Operations, System Testing & Readiness

• Coordinate and participate in routine test calls with nursing stations and telemedicine users.
• Assist staff and health professionals in becoming familiar with telemedicine platforms, protocols, and equipment.
• Track participation, maintain attendance records, and summarize outcomes from testing activities.
• Ensure telemedicine equipment is functioning prior to scheduled use and promptly report technical issues.

Orientation of Physicians, Nurses, and Health Staff

• Support the delivery of orientation sessions for new physicians, nurses, and health professionals.
• Prepare and distribute orientation materials, including referral forms, program overviews, maps, and training guides.
• Assist with OTNHub setup, test calls, and initial troubleshooting for new users.
• Maintain accurate and up-to-date training records to support annual reporting and program statistics.

Equipment, Technical & Service Desk Support

• Conduct routine checks of telemedicine carts and related equipment.
• Work with KO eHealth Leads to identify recurring technical issues and escalate needs to KO eHealth IT staff or external partners (e.g., KNET, OTN).
• Document and log equipment checks, test calls, and technical readiness activities for program tracking and quality improvement.

Administrative & Team Support

• Provide feedback to KO eHealth Leads regarding recurring training issues, participant feedback, and gaps in orientation processes.
• Assist with the coordination and scheduling of training and testing activities.
• Participate in KO eHealth team meetings when updates on training, orientation, or technical readiness are required.
• Support small special projects as delegated that align with the technical support, training, and orientation mandate.

Technology Advancement, Tools & Collaboration

• Utilize Microsoft 365 tools (e.g., Outlook, Teams, SharePoint, OneDrive) to support
• communication, documentation, and collaboration.
• Support the development and maintenance of basic training and orientation materials using design platforms (e.g., PowerPoint, Canva, or similar tools).
• Work collaboratively with KO eHealth Leads and the Director to support continuous improvement and advancement in telemedicine and virtual care technologies.

Education, Experience & Qualifications

• Certificate or diploma in one of the following areas (or a related field):
• Computer Support Technician / IT Support Specialist
• Health Informatics / eHealth
• Health Office Administration or Medical Office Administration with demonstrated technical knowledge
• An equivalent combination of education and relevant work experience in healthcare, community health, or IT/technical support will be considered.
• Demonstrated knowledge of Microsoft 365 applications.
• Experience creating or supporting training materials using basic design platforms is an asset.
• Strong communication, organizational, and technical troubleshooting skills.
• Awareness of First Nations communities and Indigenous healthcare delivery models; cultural sensitivity is a strong asset.
• Commitment to confidentiality, professionalism, and compliance with PHIPA and organizational policies.