Technical Support Specialist

3 weeks ago

Toronto, Ontario, Canada University Health Network Full time

Job Summary

The University Health Network is seeking a skilled Technical Support Specialist to join our team. As a Technical Support Specialist, you will be responsible for providing technical support to UHN staff and students, responding to issues in a professional and timely manner.

Key Responsibilities

  • Provide technical support for hardware and software issues
  • Assist users with network access issues, including Wi-Fi connectivity and VPN problems
  • Create and update documentation for IT processes, troubleshooting guides, and FAQs
  • Provide telephone, live-chat, email, and in-person support to end-users
  • Act as a subject matter expert in Technical Support products and services
  • Provide incident and problem management support in accordance with established Technical Support SLA
  • Perform root-cause analysis of IT problems to resolve complex issues
  • Escalate problems and issues to product vendors and management as required
  • Facilitate, manage, and initiate interactions between vendors and other UHN Digital support teams
  • Basic troubleshooting of meeting room audio and visual equipment
  • Proactive maintenance and support on systems
  • Perform installs, moves, add, changes (IMAC) 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
  • Track equipment within the internal database
  • Document and report on all work performed in the UHN Digital incident and problem management ticketing system
  • Perform site inventory as required

Requirements

  • Completion of a 3-year community college program in a computer-related field or recognized equivalent
  • Working knowledge of Windows 10/11, Microsoft Office 2016 or higher, and Office 365
  • A+ certification preferred
  • Working knowledge of Information Technology Infrastructure Library (ITIL) principles/ITIL Foundation required/ITIL Practitioner preferred
  • Microsoft Certified Professional (MCP) certification preferred
  • Operational understanding in managing medium to large-scale environments (> 500 systems) for regular provisioning, patching, applications packaging, and deployment
  • Strong knowledge of PC hardware, printers, mobile computing, and peripherals
  • Strong knowledge of networking, TCP/IP, patching with switches, telecommunication operations
  • Experience in PowerShell and/or Python scripting preferred
  • Excellent analytical and problem-solving skills
  • Excellent interpersonal skills
  • Excellent time management skills
  • Good verbal and written communication skills
  • Ability to work with minimal supervision on simple to moderately complex tasks
  • Ability to work with multidisciplinary teams in a positive and productive manner
  • Ability to effectively deal with high-priority unscheduled tasks and problems
  • Ability to prioritize tasks in a fast-paced hospital environment
  • Experience and knowledge of SCCM/SCOM or other automation and orchestration tools and capabilities is an asset

Why Work at UHN?

The University Health Network is a dynamic and inclusive workplace that offers a wide range of benefits, programs, and perks. As a Technical Support Specialist, you will have the opportunity to work with a talented and inspiring team of healthcare professionals, and contribute to the delivery of high-quality patient care.

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