Technical Support Technician

Position Summary

UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities. Our mission is to digitally enable UHN and this position is the catalyst for rolling out this vision to our organization. The Technical Support role will be a key contact for all UHN users on information technology programs, systems and devices, responding to issues in a professional and timely manner.

The Technical Support team will take ownership of issues brought to them and proactively look to improve our systems and streamline service delivery. The ideal candidate will make customer service their primary goal and aim to build the trust of our clinical, research, education, and administration staff. In addition to personal computers, the candidate will also be able to address Macintosh computers, network devices, printers, cellphones, basic AV systems and troubleshoot other relevant supported equipment.

The Technical Support will perform a variety of tasks and will need to work across all supported UHN sites. The broader team provides 24/7 coverage, and the position requires shift-work to ensure critical systems are supported.

• Technical Support of Hardware and Software
• Assist users with network access issues, including Wi‑Fi connectivity, and VPN problems
• Create and update documentation for IT processes, troubleshooting guides, and FAQs to aid in resolving common issues efficiently and promoting self‑service among users.
• Provide telephone, live‑chat, email and in‑person support to end users
• Acts as the subject‑matter expert in Technical Support products and services
• Provides incident and problem management support in accordance to established Technical Support SLA
• Perform root‑cause analysis of IT problems to resolve complex issues
• When required, elevate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
• Facilitate, manage and initiate interactions between vendors and other UHN Digital support teams
• Basic troubleshooting of meeting room audio and visual equipment
• Proactive maintenance and support on systems
• Perform installs, moves, add, changes (IMAC) and decommission of computer equipment
• Unpack, lift and push/move boxes of equipment when required
  
  Move, configure, deploy and test UHN IT assets, as required
• Track equipment within the internal database
• Document and report on all work performed in the UHN Digital incident and problem management ticketing system
• Perform Site inventory as required
• Perform other relevant duties as directed

• 1 to 2 years of practical and related experience is required
• Completion of a 3‑year community College program in a computer‑related field or recognized equivalent is required
• Working knowledge of Windows 10/11, Microsoft Office 2016 or higher and Office 365 is required
• Operational understanding in managing medium to large scale environments (>500 systems) for regular provisioning, patching, applications packaging and deployment
• Strong knowledge of PC hardware, printers, mobile computing and peripherals
• Strong knowledge of networking, TCP/IP, patching with switches telecommunication operations
• Excellent analytical and problem‑solving skills
• Excellent interpersonal skills
• Excellent time‑management skills
• Good verbal and written communication skills
• Ability to work with minimal supervision on simple to moderately complex tasks
• Ability to work with multidisciplinary teams in a positive and productive manner
• Ability to effectively deal with high‑priority unscheduled tasks and problems
• Ability to prioritize tasks in a fast‑paced hospital environment
• A+ certification preferred
• Possesses working knowledge of Information Technology Infrastructure Library (ITIL) principles / ITIL Foundation Required / ITIL Practitioner preferred
• Microsoft Certified Professional (MCP) certification preferred
• Experience in Power Shell and/or Python scripting is preferred
• Experience and knowledge of SCCM/SCOM or other automation and orchestration tools and…