Technical Support Specialist
Sinai Health•Toronto, ON
•CA$33 - CA$41•Onsite
About The Position
The Technical Support Specialist delivers support to Sinai Health Services' network of hospitals. This role is essential to ensuring smooth, reliable IT operations and contributes to a culture of collaboration, accountability, and continuous learning within the Digital Health Services support team. The Support Specialist plays a key role in maintaining high standards of user experience and productivity, while completing assigned projects and other scheduled tasks.
Requirements
- Post-secondary degree or diploma in Information Technology or a related field, or 2 years of experience providing technical support in a service desk or desktop support environment
- This position requires onsite work five (5) days per week, rotation between hospital sites, participation in shift schedules, and an on-call rotation
- Demonstrate the ability to quickly learn new technologies and adapt to changing priorities in a fast-paced healthcare environment
- Work effectively both independently and collaboratively within a multidisciplinary team
- Demonstrate excellent written and verbal communication skills in English
Nice To Haves
- ITIL Foundations, CompTIA A+, and Microsoft Certified: Modern Desktop Administrator certifications
- Previous experience supporting healthcare environments and clinical applications
- Previous experience with Microsoft Active Directory, Microsoft Windows Server, Microsoft 365, Exchange Online, Microsoft Entra ID, Microsoft Intune, and related endpoint management technologies
Responsibilities
- Provide first and second-level technical support for Digital Health Services (DHS) hardware, software, printers, scanners, telephony, mobile devices, and end-user computing technologies
- Support Windows 10/11, macOS, iOS, Android, Microsoft 365, and other enterprise applications while ensuring reliable access to technology services
- Troubleshoot, diagnose, and resolve hardware, software, network, and connectivity issues using strong analytical and problem-solving skills. Escalate complex incidents to appropriate technical teams while maintaining ownership and communication throughout the incident lifecycle
- Log, prioritize, track, update, resolve, and escalate incidents and service requests using the organization’s IT Service Management (ITSM) platform in accordance with established service levels (SLAs), ensuring associates are kept informed throughout the resolution process
- Deliver exceptional customer service by communicating technical concepts clearly to users with varying levels of technical knowledge and providing guidance on the effective use of technology
- Collaborate with infrastructure, networking, cybersecurity, and other Digital Health Services teams to ensure coordinated service delivery and timely resolution of cross-functional issues
- Apply a working knowledge of LAN/WAN networking concepts, client/server architecture, wireless networking, file and print services, and network connectivity troubleshooting
- Support mobile device technologies, including iOS and Android devices, mobile device management solutions, hospital Wi-Fi connectivity, voice services, and associated clinical and business applications
- Perform end-user device lifecycle management, including imaging, deployment, configuration, asset recovery, replacement, retirement, and secure disposal in accordance with organizational standards, security requirements, and inventory management processes
- Maintain accurate hardware, software, and asset inventory records while ensuring configuration and licensing information remains current
- Assist with the implementation of technology deployments, upgrades, refreshes, and other Digital Health Services initiatives and projects while minimizing disruption to clinical and business operations
- Follow organizational security, privacy, and cybersecurity policies, ensuring all work complies with hospital standards, regulatory requirements, and best practices for protecting patient (PHI) and organizational information (PII & IP)
- Contribute to continuous improvement initiatives by identifying opportunities to enhance support processes, documentation, knowledge sharing, automation, and the overall customer experience
- Maintain clear and accurate technical documentation, knowledge articles, and support procedures to improve service consistency and operational efficiency
- Perform other duties consistent with the job classification as required
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
