Technician - IT Tier I

The Technician - IT Tier I is responsible for providing technical support and troubleshooting for Group Health Centre’s (GHC) Information Technology (IT) systems and infrastructure. This client service-focused role is part of a team responsible for delivering timely , effective, and professional technical support to GHC employees, healthcare providers and clients, ensuring technology issues are addressed efficiently and escalated appropriately to support reliable and secure IT services.

• Provide Tier-1 help desk support, as well as peer support to the team by sharing technical knowledge and assisting with troubleshooting and issue resolution.
• Monitor and action help desk tickets based on urgency, impact, and priority; elevate tickets as needed and seek vendor support when appropriate.
• Perform initial diagnostics and troubleshooting of hardware, software, connectivity, and user access issues, documenting findings and actions taken.
• Provide MyChart technical support to patients to assist with login issues and troubleshoot any reasons for not being able to access systems.
• Liaise with external partners to share information and problem-solve issues.
• Assist with the upgrading of various systems and technologies needed for smooth operations across all departments.
• Monitor various systems and alerts and triage issues or elevate to other team members as necessary.
• Assist with established procedures during system outages or service disruptions, including communicating status updates and escalating issues as appropriate.
• Actively participate in IT-related projects as appropriate.

IT Security & Access Management

• Perform routine tasks as necessary to maintain department operations.
• Track the allocation of IT equipment and software licenses, ensuring records are accurate and up to date.
• Maintain and update administrative inventory of IT assets.
• Assist with the deployment, configuration, maintenance, tracking, and retirement of IT hardware and software in accordance with established procedures.
• Coordinate the purchasing process for technical equipment by sourcing quotes from appropriate vendors for next-level approval.
• Track user issues and document solutions, maintaining accurate and current technical documentation, troubleshooting records, and knowledge base articles.
• Maintain and optimize process documentation that can be used to increase efficiencies and meet changing organizational requirements.
• Participate in the orientation of new IT team members.
• Share technical knowledge and documented solutions with IT team members to support collaboration, cross‑training, and continuous improvement.
• Keep up to date with new technologies and make recommendations on what should be implemented.
• Contribute to process improvement initiatives to improve IT service delivery and operational efficiency.
• Other job‑related duties as assigned.

• Relevant training certificate or three months of work‑related experience
• Valid G Driver's License

• Strong analytic and data management skills.
• Excellent customer service skills with the ability to explain technical information in an easy‑to‑understand way.
• Knowledge of a wide variety of technical solutions and systems.
• Excellent troubleshooting skills, with the ability to perform initial diagnostics, document findings, and elevate complex issues appropriately.
• Understanding of IT security best practices, user access management, endpoint security, and the importance of protecting confidential information.
• Great organizational skills with the ability to multitask with a high level of concentration.
• Excellent attention to detail, time management, and interpersonal skills.
• Ability to maintain accurate technical documentation and follow established processes and procedures.
• Ability to consistently demonstrate GHC's values of respect, kindness, compassion, and accountability in all aspects of work.

$28.93-$35.19

Non-Union

7:30 am-3:30 pm

65 Willow (On‑Site)

1

Group Health Centre is committed to an application and interview process and work environment that is fair, equitable, inclusive and barrier free.

Accommodation will be provided in accordance with the Ontario Human Rights Code/AODA.