CIUSSS du Centre-Ouest de l'Île de Montréal

Oct 27, 2026

IT Technician - Application Support (Level 1) - Connected Health Record (CHR/DSC)

Canada

Montreal, Quebec, Canada

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JOB DESCRIPTION

The digital health team at CIUSSS West-Central Montreal is recruiting for a once-in-a-career opportunity. We support and evolve a next-generation electronic health record as well as a cutting-edge data environment. This is an opportunity to contribute to a truly innovative digital transformation that will improve the delivery of care and have a significant positive impact across Quebec!

Why choose our team?

A dynamic and innovation-driven environment where your ideas matter.

Unique opportunities to develop your skills.

Stimulating and varied projects, carried out within a collaborative team that values mutual aid and creativity.

GENERAL INFORMATION

Permanent full-time position, day or evening shift (5 positions available)

Company: CIUSSS West-Central Montreal

Job title: IT Technician - Application Support (Level 1) - Connected Health Record (CHR/DSC)

Ref no.: 6882

Department: Digital Health Department

Site: Jewish General Hospital

Job city: Montreal

Job status: Permanent full-time

Shift: Day

Job type: Unionized

Number of hours per pay period: 70

Base (min.): 27.78

Base (max.): 37.08

Job category: Information Technology (IT)

Number of positions available: 1

Your talents will be put to use to:

1. Customer service orientation

Demonstrate a strong customer service orientation, with a clear focus on effective, respectful, and timely user support

Act as a partner to clinicians and staff by understanding their needs and handling requests with empathy and diligence

Communicate clearly and professionally with users having varying levels of technical and clinical knowledge

Adopt a user-centric approach, taking into account the impacts on patient care and operations

Ensure a positive user experience by offering concrete solutions, managing expectations, and providing rigorous follow-up

Foster trust in the DSC through reliable, accessible, and solution-oriented support

2. User support and request management

Act as the first point of contact for DSC-related support requests (phone, email, ticketing system)

Assist users in the daily use of the DSC (navigation, data entry, understanding workflows)

3. First-level incident resolution

Diagnose and resolve basic functional issues effectively

4. Escalation management

Identify and escalate complex incidents (e.g., potential bugs, performance issues, connectivity issues) to level 2

Apply escalation procedures and ensure a complete transfer of information

5. Documentation and follow-up

Document incidents, service requests, and solutions in the ticketing system

6. System adoption and best practices

Promote best practices and standard workflows to optimize system adoption

7. Continuous improvement and user experience

Monitor recurring issues and report trends to improve system performance and user experience

REQUIREMENTS

ACADEMIC REQUIREMENTS

Hold a college diploma with a specialization in computer science from a school recognized by the competent ministry,

or hold a comparative evaluation of studies completed outside of Quebec issued by the competent ministry.

KNOWLEDGE AND EXPERIENCE

Relevant experience of at least two (2) years in technical support (1st and 2nd level), with a solution-oriented approach.

Excellent analytical and diagnostic skills, with rigor in resolving user and technical problems.

Proficiency in technological environments: Windows, Microsoft 365, VMware, Citrix, iOS.

2 years of experience in customer service (communication skills and customer service sense, promoting an optimal user experience)

Bilingual: French and English (oral and written).

KEY COMPETENCIES

Teamwork

Technical support

Analysis and problem solving

Communication

Technological monitoring

Strong interest or practical experience with artificial intelligence tools (e.g., Microsoft Copilot, Power Automate, chatbots) is an asset.

Experience in a call center (an asset).

What we offer

Group insurance: health coverage adapted to your needs

Pension plan (RREGOP): prepare for your future with peace of mind

Vacation: 20 days after one year of service

Statutory holidays: 13 days per year

9.6 sick days that can be cashed out annually

Employee discounts: access to exclusive Perkopolis offers

Accessibility: location easily accessible by public transit

Employee Assistance Program (EAP) available 24/7

LEARN MORE ABOUT US

Organization description

Bringing together a wide variety of health institutions affiliated with universities in west-central Montreal, including hospitals, long-term care centers, and CLSCs, the CIUSSS West-Central Montreal offers endless possibilities. Within this network, you will be called upon to play a leading role in supporting care continuums and trajectories for clients within institutions that have received honors and are recognized around the world for the quality of care and research. At the CIUSSS, staff members are at the heart of the network. Based on values of compassion and integrity, the CIUSSS stands out for its bilingual status and its rich cultural identity.

Our commitment to an inclusive workplace

At CIUSSS West-Central Montreal, diversity is at the heart of who we are and what we do, every day. It is with pride that we welcome, value, and promote this diversity in our teams, which are made up of people with varied strengths, experiences, and backgrounds, sharing a passion for excellence in care and services aimed at improving people's lives.

We adhere to the Equal Access to Employment Program (PAEE) and actively encourage applications from designated groups, such as women, Indigenous people, people with disabilities, as well as those from visible and ethnic minorities, as part of our commitment to an inclusive, equitable, diverse, and discrimination-free workplace. For any request for accommodation measures during recruitment, contact us confidentially at [email protected]

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