IT Service Desk Agent

2 weeks ago


Toronto, Canada University Health Network Full time

JOB POSTING #: 914268

**POSITION**:IT Service Desk Agent
**DEPARTMENT**: UHN DIGITAL
**LOCATION**: Downtown Toronto
**STATUS**:Permanent Full-time, 37.5 hours per week - 27/7 - 365 day a wekk Team
**Salary**:H004 - $55,000 - $56,000 per year (Commensurate with experience and consistent with UHN Compensation Policy)

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.

**PURPOSE**

This role will potentially be Hybrid, AFTER service has been stabilized and based on employee's performance and Management's approval.

**KEY RESPONSIBILITIES**:

- Troubleshoot and diagnose end user issues and document details in ServiceNow
- Follow standard operating procedures through use of Knowledge articles
- Provide support for PC/MAC, laptops, printers, cell phones, tablets/iPads
- Proactively recognize potential Major Incidents
- Document all steps performed in ServiceNow and ensure all fields are completed with accuracy
- Provide timely updates to end users, resolver groups and management
- Flag knowledge articles for changes/updates, where appropriate
- Complete any additional ad hoc tasks assigned
- Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contravention’s of the Act, in a timely manner

**KNOWLEDGE AND EDUCATION**:

- At minimum, completion of a 2 year community college program in computer Science/Information Technology or recognized equivalent required
- Minimum of 2-3-year experience working in an IT Support/Service Desk - Must have
- Shift work is required including nights, weekends, and/or holidays
- ITIL v3 foundation Certification - Nice to have
- Excellent interpersonal and written communication skills
- Understanding of Active Directory to unlock and reset passwords
- Knowledge of Network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
- Active Directory knowledge (managing user accounts throughout their lifecycle, resetting passwords, groups and OU management)
- Detailed orientated, process focused, self-motivated and the ability to multi task
- Communicates in a clear, concise manner both written and verbal
- Self-motivated team player
- Ability to operate a personal computer and working knowledge of Windows 10, Microsoft Office and Outlook

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

**POSTING DATE;** Febrary 8, 2023 **CLOSING DATE: March 8 or Until filled**

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 qualifications should apply.

University Health Network thanks all applicants, however, only those selected for an interview will be contacted.

UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.


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