Deskside Support Technician

3 months ago

Mississauga, Canada Trillium Health Partners Full time

**Job Description**:
**Position**:Deskside Support Technician

**Department**:Information Services

**Position ID**: 2024- 38814**

**Status**: Temporary Full-Time (12 months)

**Role Level**: Professional Group PG07 ($33.51hr -$41.84hr)

**Site**: Credit Valley Hospital

**Shifts**: Mon-Fri; 9am to 5pm

**Posted**: August 22, 2024

**Internal Deadline**: August 29, 2024

Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.

Our Mission**:A New Kind of Health Care for a Healthier Community**

Our Values**:Compassion, Excellence, Courage**

Our Goals**:Quality, Access, Sustainability**

Our Enablers**:People, Education, Innovation, Research**

**Position**:Deskside Support Technician

**REPORTING RELATIONSHIPS**

This position reports to the Manager, Customer Service Management

**JOB DUTIES AND RESPONSIBILITIES**

Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:

- Provide 2nd level technical support to users throughout the organization; Assists users in solving problems using available hardware and software tools;
- Document issues and troubleshooting steps in the ServiceNow Incident Management system and knowledge base;
- Deploy hardware including printers, mobile devices, laptops/desktops etc;
- Provide assistance for troubleshooting of hardware, software and network issues;
- Performs proactive and preventive maintenance on end user devices;
- Common administration activities with Active Directory to support users as required;
- Provide end-user training as appropriate;
- Provide support at all THP sites. Travel between sites may be required.
- Actively seek opportunities for service improvement, recognizing the needs and expectations of our customers;
- Provide knowledge transfer and mentoring of other team members when required;
- Other duties as assigned.

**WORKING ENVIRONMENT**

***

**JOB QUALIFICATIONS**

**_
Knowledge_**
- University Degree or College Diploma in a computer related field or equivalent work experience
- Windows 10 required
- InTune MDM required
- Apple & Android Mobile Phones required
- ServiceNow ITSM tool required
- ITIL Foundations certification preferred
- CompTIA A+ certification preferred
- Microsoft MCSA preferred
- Microsoft MCSE preferred

**_
Experience_**
- Experience in a health related field required
- 2+ years’ experience in providing customer support at Trillium Health Partners is preferred
- 5+ years’ experience in computer deskside support
- 5+ years Active Directory administration on Windows Server
- 2+ years using software deployment and inventory tools such Microsoft SCCM and InTune
- Experience supporting Windows 10 & Microsoft Office 365 is required, certification is preferred

**_ _**_ _**_Skills and Abilities_**
- Strong troubleshooting skills with focus on root cause analysis;
- Experience with tools and technologies such as Microsoft SCCM and InTune, Bomgar, Active Directory, Microsoft Exchange;
- Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
- Experience with IT Service Management tools such as ServiceNow
- Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills;
- Works well under pressure and time constraints and can prioritize competing priorities appropriately.
- Trillium Health Partners is an equal opportunity employer committed to fostering a healthy and positive work environment._
- In accordance with the _Accessibility for Ontarians with Disabilities Act, 2005_ and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation._
- All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act._
- Trillium Health Partners is identified under the French Language Services Act._

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