Technical Support Technician

2 weeks ago

Toronto, Canada University Health Network Full time

**TECHNICAL SUPPORT TECHNICIAN (3 Month Contract)**

**Posting #**: 926954
**Union**: Non-Union
**Site**: UHN Sites
**Department**: UHN Digital
**Reports to**: Senior Manager
**Hours**: 37.5 hours each week - 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**: Temporary Full-Time (3 Month Contract)
**Posted Date**: Dec 4, 2023
**Closing Date**: Until Filled

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**
- This is an in-office, onsite role
- 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

**Qualifications**
- 1 to 2 years of practical and related experience
- 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

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