Specialist - IT Endpoint Support Services

Trillium Health Partners•ON, ON

2d•CA$35 - CA$44•Onsite

About The Position

The Endpoint Support Technician is a customer service focused position that requires you to work independently as well as part of a team to support the organizations defined service expectations. You will be working within a multi-site organization where the primary accountability is to resolve client technology issues in an efficient, timely and courteous manner via various communication methods including phone, Teams Chat, e-mail and in person.

Requirements

University Degree or College Diploma in a computer related field or equivalent work experience
Windows 10 and Windows 11 required
InTune MDM required
Apple & Android Mobile Phones required
ServiceNow ITSM tool required
2+ years experience in a health related field required
Experience supporting virtual care, telehealth applications, and healthcare systems
5+ years experience in computer support
5+ years experience in application support
5+ years Active Directory administration on Windows Server
2+ years using software deployment and inventory tools such Microsoft SCCM and InTune
Experience supporting Windows 10, Windows 11 & Microsoft Office 365 is required, certification is preferred
Strong client computing experience e.g. desktops, laptops, printers, mobile devices (iPhone & Android), multifunction devices, desktop phones, voicemail
Solid skills in supporting common end user applications including Microsoft Office 365, Microsoft Edge, Outlook etc.
Strong troubleshooting skills with focus on root cause analysis
Experience with tools and technologies such as Microsoft SCCM and InTune, Bomgar, Active Directory, Microsoft Exchange
Knowledge of networking technologies such as VPN, TCP/IP, and wireless
Experience with IT Service Management tools such as ServiceNow
Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills
Works well under pressure and time constraints and can prioritize competing priorities appropriately.

Nice To Haves

ITIL Foundations certification preferred
CompTIA A+ certification preferred
Microsoft 365 Certified: Endpoint Administrator Associate preferred

Responsibilities

Provide 2nd level technical support to users throughout the organization;
Assists users in solving problems using available hardware and software tools
Document issues and troubleshooting steps in the ServiceNow Incident Management system and knowledge base
Deploy hardware including printers, mobile devices, laptops/desktops, virtual care solutions, etc
Provide assistance for troubleshooting of hardware, software, network issues, and virtual care solutions
Application support and administration of healthcare systems
Performs proactive and preventive maintenance on end user devices
Common administration activities with Active Directory to support users as required
Administration and support of Microsoft 365 and its suite of applications
Provide end-user training as required
Provide support at all sites. Travel between sites may be required.
Actively seek opportunities for service improvement, recognizing the needs and expectations of our customers
Provide knowledge transfer and mentoring of other team members when required
Other duties as assigned