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Hospital IT Technician – Network and Telephony
Délégation à la Recherche Clinique et à l'Innovation - GHT VarTechnicien support réseau et téléphonie au Centre Hospitalier de Toulon–La Seyne-sur-Mer. Assistance utilisateurs de niveaux 0 et 1, ticketing et dépannage Microsoft 365.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expert knowledge in Level 0 and Level 1 user support, including request intake, qualification, and traceability. Proficient in Windows 11, Microsoft 365 applications, and ticketing systems, with a strong focus on customer service and effective communication.
Highest-signal resume keywords
Level 0 And Level 1 User SupportWindows 11 ProficiencyMicrosoft 365 ApplicationsTicketing System ManagementCybersecurity Principles Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
User SupportRequest IntakeIncident DocumentationActive Directory KnowledgePowerShell KnowledgeRemote Maintenance ToolsAsset Management ToolsWindows 10 And 11 DiagnosticsOffice Applications ProficiencyCybersecurity Compliance
Soft Skills
Customer-Service OrientationActive ListeningTeamworkAutonomyResponsiveness
Tools & Technologies
Ticketing SystemRemote Access ToolsMicrosoft TeamsSharePointOneDrive
Certifications & Qualifications
Valid Driver’s License
Industry Keywords
Healthcare Sector ExperienceContinuity Of CareData Protection ComplianceInformation Systems Security
About the role
Key responsibilities & impact- Provide Level 0 and Level 1 hotline and service desk support for users at CHITS and CHH
- Take overall responsibility for user requests
- Systematically log requests in the ticketing system
- Qualify, prioritize, categorize, and document incidents and service requests
- Route requests to the appropriate teams when resolution exceeds Level 0 and Level 1 support
- Follow up with users through resolution, escalation, or closure
- Provide first-level support for workstations, peripherals, printing, accounts, email, office and collaboration tools
- Perform initial diagnostics on Windows 10 and 11, Microsoft 365, Teams, SharePoint, OneDrive, Word, Excel, and PowerPoint
- Apply procedures relating to access, passwords, permissions, printers, peripherals, and user requests
- Occasionally participate in the daily operation of user environments
- Prepare equipment, install workstations, check peripherals, and support deployments
- Document requests and actions completed for other information systems teams
- Update the knowledge base, quick-reference guides, and user documentation
- Monitor recurring incidents and user difficulties
- Participate in on-site support interventions at the Toulon and Hyères locations
- Contribute to monitoring support metrics, including ticket volume, response times, resolution times, and first-contact resolution rates
- Report activities to the service desk manager
- Contribute to the continuity of hospital operations and the quality of support services
Requirements
What you’ll need- Expert knowledge of Level 0 and Level 1 user support, request intake, qualification, and traceability
- Proficiency with ticketing, remote maintenance, remote access, and asset management tools
- Advanced knowledge of Windows 11 and the end-user workstation environment
- Proficiency with Word, Excel, PowerPoint, Teams, SharePoint, OneDrive, and Microsoft 365 from an end-user perspective
- General knowledge of Active Directory, including accounts, groups, access permissions, and passwords
- Knowledge of PowerShell is a plus for running simple, approved scripts
- Knowledge of internal escalation and user communication procedures
- Knowledge of cybersecurity principles, including confidentiality, phishing, MFA, session locking, and permission management
- Experience in the healthcare sector and an understanding of the requirements for continuity of care are a plus
- Ability to welcome users, listen actively, and clarify their requests
- Ability to qualify, prioritize, document, and track requests or incidents
- Ability to diagnose and resolve common Level 0 and Level 1 incidents
- Ability to escalate issues to the appropriate level while maintaining user follow-up
- Compliance with data protection, information systems security, confidentiality, and escalation procedures
- Ability to write clear, actionable tickets
- Ability to use authorized remote maintenance and remote support tools
- Autonomy, responsiveness, customer-service orientation, teamwork, and the ability to manage unexpected situations
- Willingness to travel between Toulon and Hyères as required by operational needs
- Valid driver’s license required
Benefits
Comp & perks- Additional leave days (RTT)
- 75% public transportation reimbursement
- CGOS benefits
- Training
- On-site gym
- Sustainable Mobility Allowance
- Occasional remote work may be possible in accordance with the applicable policy, service desk organization, and operational requirements