Technical Support Technician

@ University Health Network

Position Overview

The Technical Support Technician role at University Health Network (UHN) is central to providing efficient IT support services in a 24/7 hospital environment. The position supports UHN Digital by troubleshooting hardware, software, network, and peripheral issues across all UHN sites.

Key Responsibilities

• Provide technical support for Windows and Macintosh devices, network issues, and peripheral troubleshooting.
• Assist users via telephone, live chat, email, and in-person support.
• Create and update IT documentation, troubleshooting guides, and FAQs.
• Perform incident and problem management as per established service level agreements.
• Execute tasks such as installation, moves, add, changes (IMAC), and decommissioning of IT assets.
• Perform root-cause analysis and escalate complex issues to vendors or management.
• Conduct basic troubleshooting of meeting room AV systems and maintain system integrity.

Qualifications

The candidate should have 1 to 2 years of practical experience, a 3-year community college diploma in a computer related field (or equivalent), and working knowledge of Windows 10/11, Microsoft Office 2016 or higher, and Office 365. Certifications such as A+ and familiarity with ITIL are preferred. Skills in PowerShell or Python scripting and experience with SCCM/SCOM are assets.

Working Conditions & Schedule

This is a permanent full-time role with 37.5 hours per week, requiring shift work, on-call, and availability during weekends and holidays to support a critical 24/7 environment.

Why Join UHN?

UHN is Canada's top hospital and a leader in health research, offering competitive packages, career development opportunities, and numerous employee perks, including flexible working arrangements and extensive benefits.

Key skills/competency

Technical Support, IT Troubleshooting, Windows, Networking, Documentation, Incident Management, PC Hardware, ITIL, Scripting, Customer Service