Service Technician II - Enhance Ontario

Scarborough Health Network

1d•CA$34 - CA$40•Onsite

About The Position

Enabling Healthcare Across Networks of Central East (ENHANCE) Ontario is a not-for-profit corporate entity that provides centralized IT services to its seven member hospitals. This role supports the management and operation of shared digital assets, enabling member hospitals to deliver high-quality and safe patient care using the shared Epic Clinical Information System (CIS) to over 1.5 million patients. The Technical Specialist - Service Desk role reports to the Technical Manager and provides first-line and intermediate technical support for end users across the ENHANCE Ontario team. This role is responsible for receiving, triaging, documenting, troubleshooting, and resolving a broad range of incidents and service requests related to the end-user computing environment. The position supports timely restoration of service, ownership of more complex support issues, and escalation to senior technical teams or vendors when required, while maintaining a high standard of customer service for users across the region. The role provides support for hardware, software, and access-related issues including laptops, monitors, printers, IP phones, Windows devices, Microsoft 365 applications, VPN connectivity, and account-related requests. In addition to routine service desk tasks such as device setup, standard software installation, password resets, and user guidance, the position also performs more in-depth troubleshooting for recurring or escalated issues, supports system configuration changes within approved scope, and works closely with regional network, server, application, and IT security teams to resolve more complex technical problems.

Requirements

Completion of a 2-year Diploma in computer technology or a related field
Minimum of 3 to 5 years of customer service, help desk, or technical support experience
Demonstrates excellent communication and interpersonal skills
Demonstrates strong organizational, prioritization, and time-management skills
Demonstrated problem-solving skills and attention to detail
Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers, and other members of the community and public
Strong working knowledge of Windows End User Device Operating system, Microsoft 365 applications, and common end-user devices
Experience using a ticketing system or service desk platform
Experience supporting user accounts, access management, software deployment, and workstation troubleshooting
Experience with intermediate troubleshooting of endpoint, connectivity, and application issues is an asset

Responsibilities

Serve as the first point of contact for technical support requests received by phone, email, chat, or ticketing system
Triage, prioritize, document, and resolve incidents and service requests in accordance with service desk procedures and service level expectations
Troubleshoot and resolve routine end-user issues related to hardware, software, printing, connectivity, authentication, VPN access, and standard applications
Provide users with clear instructions, updates, and follow-up to ensure issues are resolved and customer service expectations are met
Take ownership of escalated or more complex issues requiring deeper technical analysis and coordinate resolution through to closure
Perform intermediate troubleshooting for workstation, application, access, printing, and connectivity issues, including root cause investigation within established procedures
Support workstation deployment, imaging, peripheral installation, software deployment, account provisioning, and approved configuration changes for end users
Maintain accurate ticket records, contribute to knowledge documentation, identify recurring issues or trends, and recommend process or documentation improvements to enhance service desk effectiveness
Escalate issues requiring specialized infrastructure, application, vendor, or security support with complete documentation and appropriate prioritization

Benefits

Defined Benefit pension plan through the Healthcare of Ontario Pension Plan
Comprehensive insured benefits package including health and dental benefits
New Graduate Initiative Enroute Program
Critical Care Sponsorship Program
Employee Discount and Incentive Programs
Employee and Family Assistance Program (EFAP)
other comprehensive wellness offerings, including our Spiritual Care team of registered psychotherapists for spiritual, religious or emotional care; mental health supports; and on-site wellness rounding
Recognition events
Leadership Development and Learning Programs
Tuition Assistance Program