Service Desk Technician

Southlake Health Community • Newmarket, ON

1d • CA$36 - CA$43 • Hybrid

About The Position

This role involves providing first-level technical support to all users, whether on-site or remote. The technician will offer customer support by troubleshooting problems and concerns related to end-user hardware, operating systems, COTS, Telecommunications, and hospital-specific software applications. Responsibilities include performing computer maintenance, installing new computer hardware (printers, desktops, laptops, and other peripheral devices), and performing Moves, Adds, and Changes for computer systems. The role also requires maintaining a complete inventory of all computer equipment and peripherals, developing Desktop/Laptop images using Microsoft System Center software, performing Active Directory System Administration, and Group Policy administration for desktop services. User provisioning and deprovisioning (account maintenance) for Southlake and Stevenson is also a key function. The technician will act as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications and will answer calls for IT Service and Support primarily via phone and Self Service Tickets. They will transfer and escalate incidents and requests to the appropriate level support resources, following up with ticket assignees to ensure effective resolution in a timely manner. Additionally, the role involves providing knowledge transfer and mentoring to other team members, acting as a Subject Matter Expert for specific technologies, services, and processes where possible. The position requires a willingness to work days, evenings, and nights in rotation, and availability for rotational on-call duties. Occasional overtime shifts may be required. This role involves providing support during regular business hours, with the possibility of on-call duties to address urgent needs or unexpected situations as needed, and flexibility to respond to on-call requests when necessary.

Requirements

• An Undergrad degree or diploma in Computer Science, IT Management, IT related field or equivalent.
• 3-5 years’ experience as a system technician required
• Excellent verbal/written communication skills, problem solving and resolution ability.
• Ability to be an effective team member.
• Proven experience in incident identification, diagnosis, troubleshooting resolution, and solution implementation
• Excellent understanding of TCIP addressing concepts
• Regular and reliable attendance is an expected requirement of this position.
• Must be able to perform all necessary bona fide duties for the position, as outlined in the position guide.
• Must review and be capable of performing duties as outlined in the Job Demands Analysis for the position as a condition of offer.
• Proven ability to attend work regularly as per the Attendance Support Policy.

Nice To Haves

• ITIL certification preferred
• Additional certification such as Microsoft, Cisco preferred.
• Experience or familiarity of Health Care environment.

Responsibilities

• Providing first-level technical support to all users, whether on-site or remote
• Providing customer support by troubleshooting any problems and/or concerns pertaining to end user hardware, operating systems, COTS, Telecommunications and/or hospital specific software applications
• Performing computer maintenance
• Installation of new computer hardware (printers, desktops, laptops, and other peripheral devices)
• Performing Moves, Adds and Changes when required for computer systems
• Maintaining a complete inventory of all computer equipment and peripherals
• Develop Desktop/Laptop images using Microsoft System Centre software
• Active Directory System Administration
• Perform Group Policy administration for desktop services
• User provisioning and deprovisioning (i.e. account maintenance) for Southlake and Stevenson
• Acting as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications
• Answer calls for IT Service and Support primarily via phone, Self Service Tickets
• Transfer and escalate incidents and requests to the appropriate level support resources, following up with tickets assignees to ensure effective resolution in a timely manner
• Provide knowledge transfer and mentoring of other team member when required.
• Act as a Subject Matter Expert for Specific Technologies, services and processes where possible.
• Willingness to work days, evening, and nights (in rotation)
• Available to be on a rotational on-call
• Work occasional overtime shift when approved
• Provide support during regular business hours, with the possibility of on-call duties to address urgent needs or unexpected situations as needed.
• Flexibility to respond to on-call requests when necessary.

Benefits

• Progressive health and dental benefit plans.
• HOOPP pension plan with employer and employee premium sharing.
• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree