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Technical Support Specialist II
2 months ago
We are seeking a highly skilled Technical Support Specialist II to join our team at William Osler Health System. As a key member of our Information Services (IS) Service Desk and Desktop Support team, you will be responsible for providing exceptional customer service and technical support to our end-users.
Key Responsibilities- Act as the first point of contact for all computer, application, and telecom-related requests for IS service and support.
- Record, categorize, and log requests for service using a central ticket management solution.
- Leverage available tools to resolve incidents and requests in an efficient and effective manner via telephone or in person.
- Deploy, install, and configure PCs, laptops, printers, and other client computing equipment.
- Provide IS move support for clients, including provisioning, changing, and de-provisioning user accounts.
- Troubleshoot client issues with hardware and applications, and transfer and escalate incidents, requests, and problems to second/third-level support resources.
- Act as a subject matter expert for specific technologies, services, and processes, and provide knowledge transfer and mentoring to other team members.
- University degree or college diploma in a computer-related field or equivalent work experience.
- ITIL Foundations certification preferred.
- Microsoft certifications an asset.
- Three or more years of experience in providing customer support with a high level of professionalism.
- Direct hospital or healthcare experience an asset.
- Strong client computing experience, including desktops, laptops, printers, mobile devices, multifunction devices, desktop phones, and voicemail.
- Solid skills in supporting common end-user applications, including Microsoft Word, Excel, Outlook, PowerPoint, and Edge.
- Strong troubleshooting skills with a focus on root cause analysis.
- Experience with tools and technologies, such as Microsoft SMS, remote support utilities, BES, Active Directory, and Microsoft Exchange.
- Experience with common ticket management solutions, such as HEAT/ITSM/Remedy.
- Strong verbal and written communication skills, with the ability to communicate with individuals with all levels of technical and non-technical skills.
- Ability to work well under pressure and respond quickly to shifting priorities.
- Ability to work independently and as part of a team.
- Must demonstrate Osler's Values of Respect, Excellence, Service, Compassion, Innovation, and Collaboration.
