Is Service Technician

2 weeks ago

Mississauga, Canada Trillium Health Partners Full time

**Job Description**:
**REPOST**

**Position**: IS Service Technician

**Dept**: Information Services

**Posting ID**: 2023-31850

**Role/Level**: PG07 ($30.29 to $37.83)

**Status**:Permanent Full time

**Site**: Credit Valley Hospital

**Shift**: Mon -Fri -9am to 5pm

**Posted**:February 27,2023

**Internal Deadline**: March 6, 2023

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 and the Queensway Health Centre, 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**

**REPORTING RELATIONSHIPS**

This position reports to the Manager, IT Customer Support

**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 HEAT 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
- Mobile Iron MDM required
- Apple & Android Mobile Phones required
- HEAT 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 required
- 5+ years’ experience in computer deskside support
- 5+ years Active Directory administration on Windows Server 2008 & 2016
- 2+ years using software deployment and inventory tools such as Quest Kace and Microsoft SCCM
- Experience supporting Windows 10 & Microsoft Office is required, certification is preferred

**_ Skills and Abilities_**
- Strong troubleshooting skills with focus on root cause analysis;
- Experience with tools and technologies such as Dell KACE, Microsoft SCCM, Bomgar, Active Directory, Microsoft Exchange;
- Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
- Experience with IT Service Management tools such as HEAT and 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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