Deskside Support Technician

Trillium Health Partners; Mississauga; On-site; CAD 30,000 - 60,000; Full time

Job summary

Trillium Health Partners seeks a Deskside Support Technician to provide technical support across multiple sites in Mississauga. This role requires strong problem-solving skills and experience in IT support, ensuring efficient resolution of client issues using various communication methods. Ideal candidates will have a background in health-related IT and relevant technical qualifications.

Qualifications

• 2+ years' experience in providing customer support.
• Experience in a health related field is required.
• Knowledge of Windows 10/11 and mobile devices (Apple & Android).

Responsibilities

• Provide 2nd level technical support to users.
• Document issues and troubleshooting steps in ServiceNow.
• Deploy hardware including printers, mobile devices, laptops/desktops.

Skills

Strong troubleshooting skills

Client computing

Verbal communication

Written communication

Education

University Degree or College Diploma in a computer related field

Tools

ServiceNow ITSM tool

Microsoft SCCM

InTune MDM

Active Directory

Job description

Description

Position: Deskside Support Technician

Dept.: Information Services

Role Level: PG 07 ($33.51 to $41.84)

Status: Temporary Full Time ( One year) (X2)

Site: Queensway Health Centre, Mississauga Hospital

Shift: Monday -Friday, 9-5, with evening/weekend flexibility

Posted: June 17-2025

Internal Deadline: June 24-2025

Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.

Our Mission: A New Kind of Health Care for a Healthier Community

Our Values: Compassion, Excellence, Courage

Our Goals: Quality, Access, Sustainability

Our Enablers: People, Education, Innovation, Research

Deskside Support Technician

The role of the Deskside Support is a customer service focused position that requires you to work independently as well as part of a team to support the organizations defined service expectations. You will be working within a multi-site organization where the primary accountability is to resolve client technology issues in an efficient, timely and courteous manner via various communication methods including phone, voicemail, e-mail and in person.

REPORTING RELATIONSHIPS

This position reports to the Manager, IS Customer Service Management

JOB DUTIES AND RESPONSIBILITIES

Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:

• Provide 2nd level technical support to users throughout the organization; Assists users in solving problems using available hardware and software tools;
• Document issues and troubleshooting steps in the ServiceNow Incident Management system and knowledge base;
• Deploy hardware including printers, mobile devices, laptops/desktops etc;
• Provide assistance for troubleshooting of hardware, software and network issues;
• Performs proactive and preventive maintenance on end user devices;
• Common administration activities with Active Directory to support users as required;
• Provide end-user training as appropriate;
• Provide support at all THP sites. Travel between sites may be required.
• Actively seek opportunities for service improvement, recognizing the needs and expectations of our customers;
• Provide knowledge transfer and mentoring of other team members when required;
• Other duties as assigned.

WORKING ENVIRONMENT

Working within a multi-site organization; this role is part of a team providing service to the organization on a 24x7x365 schedule. The successful candidates may be required to work shifts outside of regular business hours on a rotational basis. Work locations can vary between all Trillium Health Partners locations including SSW and remote physician office locations.

JOB QUALIFICATIONS

Knowledge

• University Degree or College Diploma in a computer related field or equivalent work experience
• Windows 10/11 required
• InTune MDM required
• Apple & Android Mobile Phones required
• ServiceNow ITSM tool required
• ITIL Foundations certification preferred
• CompTIA A+ certification preferred
• Microsoft MCSA preferred
• Microsoft MCSE preferred

Experience

• Experience in a health related field required
• 2+ years’ experience in providing customer support at Trillium Health Partners is preferred
• 2+ years’ experience in computer deskside support
• 2+ years Active Directory administration on Windows Server
• 2+ years using software deployment and inventory tools such Microsoft SCCM and InTune
• Experience supporting Windows 10/11 & Microsoft Office 365 is required, certification is preferred

Skills and Abilities

• Strong client computing experience e.g. desktops, laptops, printers, mobile devices (iPhone & Android), multifunction devices, desktop phones, voicemail;
• Solid skills in supporting common end user applications including Microsoft Office, Microsoft Edge, Outlook etc.;
• Strong troubleshooting skills with focus on root cause analysis;
• Experience with tools and technologies such as Microsoft SCCM and InTune, Bomgar, Active Directory;
• Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
• Experience with IT Service Management tools such as ServiceNow
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills;
• Works well under pressure and time constraints and can prioritize competing priorities appropriately.

Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.

To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca

Trillium Health Partners is an equal opportunity employer committed to fostering a healthy and positive work environment.

In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation.

All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act.

Trillium Health Partners is identified under the French Language Services Act.

We thank all those who apply but only those selected for further consideration will be contacted.