Technical Support Technician - UHN, Toronto

AI Summary

The University Health Network (UHN) in Toronto, ON, is seeking a Technical Support Technician. This role provides crucial technical support for UHN staff and students, addressing IT issues across various systems and equipment. A three-year college program in a computer-related field and one to two years of practical experience are required, along with the ability to manage diverse IT challenges.

Role Overview and Impact at UHN Digital

UHN Digital is dedicated to enhancing customer service delivery across the University Health Network, recognizing that timely support for UHN staff and students is paramount to transforming lives and communities. This Technical Support Technician role is a catalyst for digitally enabling UHN, serving as a primary contact for all UHN users regarding information technology programs, systems, and devices. The successful candidate will respond to issues in a professional and timely manner, taking ownership of problems and proactively seeking to improve existing systems and streamline service delivery. A key aspect of this position is building trust with clinical, research, education, and administration staff by making customer service a primary goal. The ability to troubleshoot a wide range of equipment, including personal computers, Macintosh computers, network devices, printers, cellphones, and basic AV systems, is essential for comprehensive technical support across all UHN sites. Shift work is required to ensure 24/7 coverage for critical systems, demonstrating the continuous need for dedicated support.

Key Responsibilities and Technical Expertise

The Technical Support Technician will perform a diverse array of duties, providing essential technical support for both hardware and software. This includes assisting users with network access issues, such as Wi-Fi connectivity and VPN problems, and creating comprehensive documentation like troubleshooting guides and FAQs to promote self-service. Direct support is provided via telephone, live-chat, email, and in-person interactions. The role requires acting as a subject matter expert in Technical Support products and services, managing incidents and problems in accordance with established SLAs, and performing root-cause analysis to resolve complex issues. Escalation of problems to vendors and management is required when issues exceed response times or impact customer satisfaction. Facilitating interactions between vendors and other UHN Digital support teams is also part of the role. Basic troubleshooting of meeting room audio and visual equipment, along with proactive maintenance and support on systems, are critical. The position also involves performing installs, moves, adds, changes (IMAC), and decommissioning of computer equipment, which may require the ability to unpack, lift, and move boxes of equipment. Accurate tracking of equipment within internal databases and meticulous documentation of all work performed in the UHN Digital ticketing system are also required.

Essential Qualifications and Professional Development

Candidates for this vital technical support role must possess a strong foundation of qualifications. Completion of a three-year community college program in a computer-related field or a recognized equivalent is required, alongside one to two years of practical and related experience. A working knowledge of Windows 10/11, Microsoft Office 2016 or higher, and Office 365 is essential. Operational understanding in managing medium to large-scale environments, specifically over 500 systems, for regular provisioning, patching, application packaging, and deployment, is also required. Strong knowledge of PC hardware, printers, mobile computing, peripherals, networking, TCP/IP, patching with switches, and telecommunication operations is paramount. Excellent analytical, problem-solving, interpersonal, and time management skills are highly valued. The ability to work with minimal supervision on simple to moderately complex tasks and to collaborate effectively with multidisciplinary teams in a positive and productive manner is crucial. Furthermore, the ability to effectively deal with high-priority unscheduled tasks and problems, and to prioritize tasks in a fast-paced hospital environment, is a key attribute. While not strictly required, A+ certification, ITIL Foundation (ITIL Practitioner preferred), Microsoft Certified Professional (MCP) certification, and experience in PowerShell and/or Python scripting are preferred assets that will enhance a candidate's profile. Experience and knowledge of SCCM/SCOM or other automation and orchestration tools and capabilities are also considered beneficial.