Technical Support Technician

4 days ago

Toronto, Canada University Health Network Full time

**TECHNICAL SUPPORT TECHNICIAN**

Posting #: 928653
Union: Non-Union
Site: UHN Sites
Department: UHN Digital
Reports to: Manager, Technical Support
Hours: 37.5 per week
Shifts: 24/7 environment; shift work is required

**Salary**: $57,736 to $72,170 annually (To commensurate with experience and consistent with UHN compensation policy)
Status: Permanent Full Time
Posted Date: February 12, 2024
Closing Date: February 23, 2024

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.

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.

**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 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.

**Duties**
- 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 i.e. add RAM to PCs and/or install OS
- Perform basic troubleshooting on switch ports configuration to check for possible misconfiguration and possibly minor changes to configuration.
- Perform basic troubleshooting on 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
- Schedule bulk PC installations in coordination with business leads to maximize efficiency and ensure adherence to established timelines
- 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

**Qualifications**
- 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
- 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
- Self-motivated team player
- Good analytical and problem solving skills
- Good verbal and written communication skills
- Good 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 a

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