Technical Support Specialist III

Company descriptionOne of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team todayJob descriptionThe Technical Support Specialist III is a technical skilled level focused position that requires an individual to work both independently and collaboratively as part of a team and deliver exceptional customer service. As a member of the Service Desk and Desktop Support team, the Technical Support Specialist III will provide service to a variety of stakeholders providing telephone or in-person support and act as a subject matter expert within a variety of disciplinary areas within Information Services (IS).The successful candidate will report into the Manager, Service Desk and Desktop Support. The Technical Support Specialist III will operate, support and maintain a variety of client computing equipment (e.g. PCs, laptops and printing devices), software and services for the Osler community and ensures end-user satisfaction by responding to requests for technical services in a timely and efficient manner.Accountabilities:Tracks, records, categorizes and logs service requests using a central ticket management solutionTakes ownership of escalated incidents, requests and problems from technical support specialists I and II levelsLiaison with the subject matter expert’s level support for advanced and specific troubleshooting to resolve issues and follows up with ticket owners to ensure resolution in a timely mannerAnalyze and identifies common issues that can be defined for problem management and require further investigation for resolutionProvides subject matter expertise on specific technologies, services and processesActs as an escalation point for technical support specialists I and II levels and assists with advanced support requestsActs as the third level support for all IS-related requests such as but not limited to end-user devices, applications and infrastructure (e.g. network, telecom, specialized applications) for IS service and supportAssists subject matter experts on entry-level support tasks related to enhancing a skill set towards networking, telecommunications, storage, specialized applications, etc.Actively looks for opportunities to improve levels of service, recognizing the needs and expectations of the customersLeverages available tools such as but not limited to SCCM, RDP, knowledge base and other sources of documentation to resolve incidents and requests in an efficient and effective manner via telephone or in personConfigure and deploy technical solutions to program specific areas or organizationally wideProvides knowledge transfer and mentoring other team members when requiredSupports the technical support specialists I and II levels in day-to-day operational activities and acting as a resource in enabling transfer of knowledge to foster a skill building environmentCreates and maintains training material to be utilized for future support referenceIdentifies areas of improvements by analyzing gaps in processes for supportMaintains information recorded into a knowledge database platforms used as a reference toolJob qualificationsFive or more years experience in a technical support environmentMicrosoft certifications an assetExperience in providing customer support with a high level of professionalismDirect hospital or healthcare experience an assetStrong end user computing experience with desktops, laptops, various printing devices, mobile devices (Android/iPhone), VOIP phonesSolid skills in supporting common end user clinical/non-clinical applications including Microsoft cloud-based applications (O365), Citrix, hospital information systemsExperience with support tools and technologies such as, Active Directory, SCCM, MECM, MDM (Intune)Experience with common ticket management solutionsStrong verbal and written communication utilizing a variety of communication media via multiple hardware platformsAble to communicate with all levels of individuals within a technical and non-technical capacityStrong troubleshooting/triaging skills with focus on root cause analysisMust be willing to spend time necessary to achieve and maintain high level of technical proficiencyMust work independently, well under pressure, multi-task and be able to respond quickly to shifting prioritiesMust be self-motivated and able to work in a team environmentAttention to detail in creation of documentation as a reference to assist internal stakeholders for ongoing supportFamiliar with ITIL change management processesMust demonstrate Osler's Values of Respect, Excellence, Service, Compassion, Innovation and CollaborationAdditional informationHours: Currently days/evenings/nights, weekends and statutory holidays including on-call after-hours support (subject to change in accordance with operational requirements)Salary:Minimum: $79,521.00 Maximum: $99,391.50Onsite First: Roles that frequently support direct patient care and have dedicated hours when they are available to patients, team members and/or other partners.Application deadline: December 10, 2025#LI-Onsite#LI-NP1#FT