Technical Support Technician
2 weeks ago
**JOB POSTING # 910966**
**POSITION**:Technical Support Technician
**DEPARTMENT**:UHN DIGITAL
**LOCATION**:UHN Sites
**STATUS**:Permanent Full-Time
**HOURS**:37.5 hours each week - 24/7 Environment - Shift Work is required
**Salary/**Pay-band** H0:04**:$55,790 - $67,000 annual(based on experience and qualification)
- Transforming Healthcare Delivery_
UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.
**Overview of the position**:
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 will perform a variety of tasks and may need to work across all of our sites. The broader team provides 24/7 coverage to ensure we are supporting our users and critical systems.
**Key Responsibilities**:
- Available to work outside normal business hours in a 24/7 environment; shift work and shift on-call required
- Technical Support of Hardware and Software
- Provides incident and problem management support in accordance to established Technical Support SLA
- Strong customer interaction skills for support in our clinical, research, education and administration environments
- Lead investigations; perform root-cause analysis on IT problems; provide solutions using specific product knowledge, system utilities, and operating environment
- 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
- Perform minor configuration and troubleshooting on end user devices and technologies
- Perform basic troubleshooting on switch ports configuration to check for possible misconfiguration and possibly minor changes to configuration
- Subject Matter Expert in troubleshooting meeting room audio and visual equipment
- Travel to any UHN site, as required
- Proactive maintenance and support on systems to ensure uptime and reduce needs for users to call in issues
- Perform installs, moves, add, changes 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
- Plans, develops and implements operational improvements that will maintain system efficiency and minimize system issues/bugs while working within the UHN Digital standards/practice
- Manages Request for Change (RFC) preparation
- Document and report on all work performed in the UHN Digital incident and problem management ticketing system
- Perform Site inventory as required
**Experience and Education/Certification**:
- Required 1 to 2 years of practical and related experience with the following responsibilities
- At minimum, completion of a 3 year community College program in a computer related field or recognized equivalent 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
- Experience and knowledge of SCCM/SCOM or other automation and orchestration tools and capabilities is an asset
- Self-motivated team player
- Solid hardware knowledge with PCs, mobile computing and peripherals
- Practical knowledge of networking, TCP/IP, patching with switches telecommunication operations, electronics and general maintenance, troubleshooting and repair of telecommunication equipment
- Experience in PowerShell and/or Python scripting is preferred
- Excellent analytical and problem solving skills
- Good verbal and written communication skills
- Excellent interpersonal skills
- Able to work with mínimal supervision on simple to moderately complex tasks
- Able to work with multidisciplinary teams in a positive and productive manner
- Ability to effectively deal with high priority unscheduled tasks and problems
- Understands basic Internet and client/server architectures
- Understands how various issues affect each other and the outcome of projects
- Working knowledge of Windows 7, 8 and 10, Microsoft Office 2016 and Office 365
**POSTED DATE: January 30, 2023 CLOSING DATE: February 20, 2023**
**Sr Talent Acquisition Consultant, People and Culture - Posting # 910966**
- For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qual
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