Remote Help Desk Support Analyst

3 weeks ago

Toronto ON, Canada University Health Network Full time

The University Health Network, where “above all else the needs of patients come first”, encompassesToronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute and the Michener Institute of Education. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of ground breaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.
Site: Toronto General Hospital with travel to any UHN site, as required
Department: UHN Digital
Technical Support Manager
Work Model: On-Site
Salary: $57,736 to $72,170 annually (To commensurate with experience and consistent with UHN compensation policy)
Shifts: Shift work is required; shift on-call may be required. Must be available to work outside normal business hours in a 24/7 environment including weekends and holidays
Permanent Full-Time
UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities. The Technical Support role will be a key contact for all UHN users on information technology programs, systems and devices, responding to issues in a professional and timely manner. The Technical Support team will take ownership of issues brought to them and proactively look to improve our systems and streamline service delivery. In addition to personal computers, the candidate will also be able to address Macintosh computers, network devices, printers, cellphones, basic AV systems and troubleshoot other relevant supported equipment.
The Technical Support will perform a variety of tasks and will need to work across all supported UHN sites. The broader team provides 24/7 coverage, and the position requires shift-work to ensure critical systems are supported.
Technical Support of Hardware and Software
Assist users with network access issues, including Wi-Fi connectivity, and VPN problems
Create and update documentation for IT processes, troubleshooting guides, and FAQs to aid in resolving common issues efficiently and promoting self-service among users.
Provide telephone, live-chat, email and in-person support to end users
Acts as the subject matter expert in Technical Support products and services
Provides incident and problem management support in accordance to established Technical Support SLA
Perform root-cause analysis of IT problems to resolve complex issues
Facilitate, manage and initiate interactions between vendors and other UHN Digital support teams
Basic troubleshooting of meeting room audio and visual equipment
Proactive maintenance and support on systems
Perform installs, moves, add, changes (IMAC) and decommission of computer equipment
Move, configure, deploy and test UHN IT assets, as required
Track equipment within the internal database
Document and report on all work performed in the UHN Digital incident and problem management ticketing system
Perform Site inventory as required
Completion of a 3 year community College program in a computer related field or recognized equivalent is required
~ Working knowledge of Windows 10/11, Microsoft Office 2016 or higher and Office 365 is required
~ Possesses working knowledge of Information Technology Infrastructure Library (ITIL) principals /ITIL Foundation Required / ITIL Practitioner preferred
~ Microsoft Certified Professional (MCP) certification preferred
~ 500 systems) for regular provisioning, patching, applications packaging and deployment
~ Strong knowledge of networking, TCP/IP, patching with switches telecommunication operations
~ Experience in PowerShell and/or Python scripting is preferred
~ Ability to prioritize tasks in a fast-paced hospital environment
~ Experience and knowledge of SCCM/SCOM or other automation and orchestration tools and capabilities is an asset

Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
A flexible work environment
Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)
All UHN Employees are required to be fully vaccinated with a COVID-19 vaccine series, approved by Health Canada or the World Health Organization, as a condition of hire. Proof of COVID-19 vaccination will be required. Should you be the successful candidate, you will be required to comply with UHN’s mandatory Vaccination Policy that is in effect.
Requests for accommodation can be made at any stage of the recruitment process.

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