Information Technology Helpdesk Apprentice

Information Technology Helpdesk Apprentice

PRIMARY OVERVIEW: 
This is an entry-level apprenticeship role designed for an individual with a strong interest in Information Technology who looking to start a career in this field. The Apprentice will support the day-to-day running of IT systems within the hospital. This includes assisting staff with basic technical issues, maintaining IT equipment, and learning how to support clinical systems in a healthcare environment.
No prior professional experience is required — full training and support will be provided.

WHAT YOU WILL LEARN:
In this role, your attitude, curiosity, and willingness to learn are far more important than experience. You will be supported and trained to build confidence and skills over time.
You Will Learn-
•    Fundamentals of IT helpdesk support
•    Basic networking and troubleshooting
•    Hardware setup and maintenance
•    Introduction to healthcare IT systems
•    IT security and data protection in a medical setting
•    Professional communication and customer service skills

KEY RESPONSIBILITIES:
Daily IT Support
•    Assist staff with basic IT issues (e.g. passwords, logins, printers, email access)
•    Respond to helpdesk requests in person, by phone, or via email
•    Escalate more complex issues to senior IT support or external providers
•    Log and track support requests accurately
      Hardware & Equipment
•    Set up computers, laptops, and mobile devices for new staff
•    Help maintain printers, scanners, and other equipment
•    Assist with basic troubleshooting (e.g. reconnecting cables, restarting devices)
      Clinical Environment Support
•    Learn to support hospital systems (e.g. patient management systems, electronic records)
•    Ensure IT equipment in clinical areas is functioning properly
•    Maintain awareness of the importance of uptime and patient safety
      Security & Compliance
•    Follow IT policies, especially around data protection and confidentiality
•    Understand the importance of protecting patient data
•    Assist with basic account setup and access permissions

      Learning & Development
•    Take part in structured apprenticeship training
•    Develop knowledge in digital marketing, branding, and business development strategies 
•    Work towards relevant marketing or business qualifications

PARTICIPATION IN HOSPITAL COMMITTEES:
The employee, as part of his/her job description shall take part in the activities of any committee that he/she is assigned by his/her supervisor, and is expected to attend all scheduled meetings.  The employee further agrees to be an active participant in assigned activities related to DH attaining and maintaining Joint Commission International (JCI) Accreditation.

QUALIFICATIONS / KNOWLEDGE REQUIREMENTS:
Essential:
•    High School diploma with a minimum of IGCSE or CXC passes in Math and English.
•    Pursuing (or have plans to pursue) tertiary education in an IT related field (such as CompTIA and A+ Microsoft                  Fundamentals
•    Basic computer literacy (e.g., email, Microsoft Office, Social Media Platforms)
•    Interest in healthcare or working in a clinical environment
•    Willingness to learn and take direction; Problem-solving mindset
•    Good communication and interpersonal skills; Professional appearance and conduct
•    Ability to work in a confidential and professional environment (especially patient data)
•    Excellent telephone manner and customer service skills 

      Additional Requirements
•    Commitment to completing apprenticeship training
•    Understand and follow oral and written instructions
•    Flexibility to assist during busy periods or events
•    Establish and maintain good working relationships with other members of the team

ACCOUNTABILITY:
The Information Technology Helpdesk Apprentice reports to the Director of Information Services or the designate.

TRAVEL:
No overseas travel expected. Local travel to other facilities expected semi-regularly.

WORKING ENVIRONMENT:
•    The noise level in the work environment is usually quiet
•    Close-knit team with direct interaction with clinical and administrative staff
•    Mixture of office-based and on-the-floor support

PHYSICAL, MENTAL & ENVIRONMENTAL REQUIREMENTS:
•    Good Physical and mental fitness to attend work on a regular basis.
•    Ability to walk moderate distances.
•    Ability to sit for extended periods of time while working on a computer or performing other
      administrative work; perform repetitive motions pertaining to the operation of a computer keyboard.
•    Ability to frequently lift and carry up to 25 pounds, such as when carrying computers and printed
      material.
•    Ability to hear normal speech when talking to staff, face to face and on the telephone
•    Ability to work in an environment that has frequent risk of exposure to hazardous materials,
      infectious agents, and/or radiation.
•    Although most work is performed inside, occasional outside activities are required.

All requirements may be modified to reasonably accommodate individuals with disabilities. 
This job description is not a contract for employment, and either the post holder or the employer may terminate employment at any time, for any reason as outlined in the Employment Contract or other written agreement.