Salary range: $ 1,711,060.00 per annum
JOB PURPOSE
Under the supervision of the Technical Support Services Administrator; the Help Desk Coordinator is responsible for end-to-end management of all issues and Service requests reported by users. In addition, the incumbent also provides performance reporting services to the Director, Systems and Information Technology.
KEY OUTPUTS:
- Calls and communication between users and technical staff accepted and managed;
- Incoming tickets logged, scheduled and distributed;
- New end-user equipment installed and updates provided;
- Dispatch schedule created and maintained;
- New closed user group (CUG) mobiles and VoIP phones commissioned;
- IT inventory updated;
- Individual workplan prepared;
- Monthly status reports prepared and presented.
Key responsibility areas
Technical/Professional
- Accepts calls and manages communication between users and technical staff (ie. technicians, developers and administrators);
- Logs, sets deadlines and distributes all incoming tickets using the approved ticketing system;
- Maintains the cleanliness and integrity of the ticketing system;
- Prepares and presents status reports on tickets and Service Level Agreements (SLA) performance;
- Follows up with assigned technical staff for updates and ensures adherence to prescribed Service Level Agreements;
- Issues follow-up customer satisfaction surveys to support continuous improvement;
- Provides initial response and level 1 support for hardware, OS and application issues in order to collect details;
- Acts as a liaison with 3rd party support providers where necessary in order to bring tickets to resolution;
- Installs new end-user equipment and provides updates to the central inventory management system;
- Creates and maintains the dispatch schedule for all technical staff based on active ticket load;
- Escalates tickets with the approval of the Lead Technical Support Analyst for the review of the Lead Applications Analyst and Lead Systems Analyst where necessary;
- Contributes to the IT knowledge base, and performs dissemination of, and seeks for, information relating to basic end-user support tasks;
- Commissions new closed user group (CUG) mobiles and VoIP phones;
- Updates the IT inventory to track movement or reassignment of assets based on active tickets;
- Keeps abreast of and obtains the necessary training for continuous improvement for the services provided by the Branch;
Minimum Required Education and Experience
- Associate of Science Degree in Computer Science or equivalent;
- Minimum of 1 year of professional working experience in IT support;
- CompTIA A+ certification or CCNE certification is preferred;
- Familiarity with well-known network management solutions (eg. SpiceWorks, ProxMox) is preferred.
Kindly submit a cover letter and resume along with the names, telephone numbers, and email addresses of two (2) references, one of whom must be a former or current supervisor.
Applications with résumés are to be submitted no later than Tuesday, January 13, 2026, to:
Senior Director
Human Resource Management & Development
Ministry of Health & Wellness
40 Knutsford Boulevard
Kingston 5
The Ministry of Health & Wellness thanks all applicants for their interest; however, please note that only short-listed candidates will be contacted.