Technical Support Technician

The University Health Network, where "above all else the needs of patients come first", encompasses Toronto 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.

Union: Non-Union
Site: Princess Margaret Cancer Centre with travel to any UHN site, as required
Department: UHN Digital
Reports to: Technical Support Manager
Work Model: On-Site
Grade: H0:04
Hours: 37.5 per week
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
Status: Permanent Full-Time
Closing Date: June 1, 2024

Position Summary

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. Our mission is to digitally enable UHN and this position is the catalyst for rolling out this vision to our organization.

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. The ideal candidate will make customer service their primary goal and aim to build the trust of our clinical, research, education, and administration staff. 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.

Duties

• 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
• When required, escalate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
• 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
• Unpack, lift and push/move boxes of equipment when required
• 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
• Perform other relevant duties as directed

• 1 to 2 years of practical and related experience is 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
• A+ certification preferred
• Possesses working knowledge of Information Technology Infrastructure Library (ITIL) principals /ITIL Foundation Required / ITIL Practitioner preferred
• Microsoft Certified Professional (MCP) certification preferred
• Operational understanding in managing medium to large scale environments (>500 systems) for regular provisioning, patching, applications packaging and deployment
• Strong knowledge of PC hardware, printers, mobile computing and peripherals
• Strong knowledge of networking, TCP/IP, patching with switches telecommunication operations
• Experience in PowerShell and/or Python scripting is preferred
• Excellent analytical and problem-solving skills
• Excellent interpersonal skills
• Excellent time management skills
• Good verbal and written communication skills
• Ability to work with minimal supervision on simple to moderately complex tasks
• Ability to work with multidisciplinary teams in a positive and productive manner
• Ability to effectively deal with high priority unscheduled tasks and problems
• 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

Why join UHN?

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP )
• Close access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)

Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading, inaccurate or incorrect, UHN reserves the right to discontinue with the consideration of their application.

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.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest, however, only those selected for further consideration will be contacted.