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Technical Support Specialist

1 month ago

Toronto, Ontario, Canada University Health Network Full time

Job Summary

The University Health Network (UHN) is seeking a skilled Technical Support Specialist to join its UHN Digital team. As a key contact for all UHN users, the successful candidate will provide timely and professional support for information technology programs, systems, and devices.

Key Responsibilities

  • Provide technical support for hardware and software issues
  • Assist users with network access problems, including Wi-Fi connectivity and VPN issues
  • Create and update documentation for IT processes, troubleshooting guides, and FAQs
  • Offer 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 needed
  • Facilitate, manage, and initiate interactions between vendors and other UHN Digital support teams
  • Perform basic troubleshooting of meeting room audio and visual equipment
  • Conduct proactive maintenance and support on systems
  • Install, move, add, change, and decommission computer equipment 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 of 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 an asset

About UHN

The University Health Network is a leading healthcare provider in Canada, known for its excellence in patient care, research, and education. As a member of the UHN team, you will have the opportunity to work with a talented and dedicated group of professionals who are passionate about making a difference in the lives of patients and families.

Why Work at UHN?

  • Competitive offer packages
  • Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP)
  • Close access to transit and UHN shuttle service
  • A flexible work environment
  • Opportunities for development and promotions within a large organization
  • Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)