Digital Technician (Technical Support Technician)

University Health Network; Toronto; On-site; CAD 50,000 - 70,000; Full time

Job summary

The University Health Network is seeking a Technical Support professional dedicated to enhancing customer service delivery. This role involves troubleshooting and resolving IT issues for UHN staff, ensuring a seamless experience in a dynamic and supportive environment, with a commitment to helping transform lives and communities.

Benefits

Competitive offer packages

Flexible work environment

Opportunities for development within a large organization

Multiple corporate discounts

Qualifications

• 1 to 2 years of practical and related experience required.
• Completion of a 3-year community college program in a computer-related field.
• Working knowledge of Windows 10/11 and Microsoft Office.

Responsibilities

• Technical support of hardware and software including PCs and AV systems.
• Assist users with network access issues.
• Proactive maintenance and troubleshooting on IT systems.

Skills

Customer Service

Problem Solving

Interpersonal Skills

Networking

Analytical Skills

Education

Community College program in a computer-related field

Tools

Windows 10/11

Microsoft Office 2016 or higher

Information Technology Infrastructure Library (ITIL)

Job description

Site : Toronto General Hospital with travel to any UHN site as required

Department : UHN Digital

Reports to : Technical Support Manager

Shifts : Shift work is required; shift oncall may be required. Must be available to work outside normal business hours in a 24 / 7 environment including weekends and holidays

Status : Permanent FullTime

Closing Date : May 29 2025

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 shiftwork to ensure critical systems are supported.

Duties

• Technical Support of Hardware and Software
• Assist users with network access issues including WiFi connectivity and VPN problems
• Create and update documentation for IT processes troubleshooting guides and FAQs to aid in resolving common issues efficiently and promoting selfservice among users.
• Provide telephone livechat email and inperson 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 rootcause analysis of IT problems to resolve complex issues
• When required escalate 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

Qualifications :

• 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
• A certification preferred
• Possesses working knowledge of Information Technology Infrastructure Library (ITIL) principals / ITIL Foundation Required / ITIL Practitioner preferred
• Microsoft Certified Professional (MCP) certification preferred
• 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
• Experience in PowerShell and / or Python scripting is preferred
• Excellent analytical and problemsolving skills
• Excellent interpersonal 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 fastpaced hospital environment
• Experience and knowledge of SCCM / SCOM or other automation and orchestration tools and capabilities is an asset

Additional Information :

In addition to working alongside some of the most talented and inspiring healthcare professionals in the world UHN offers a wide range of benefits programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor allowing you to find value where it matters most to you now and throughout your career at UHN.

• Competitive offer packages
• Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP access to Transit and UHN shuttle service
• A flexible work environment
• Opportunities for development and promotions within a large organization
• Additional perks (multiple corporate discounts including : travel restaurants parking phone plans auto insurance discounts onsite gyms etc.)

Current UHN employees must have successfully completed their probationary period have a good employee record along with satisfactory attendance in accordance with UHNs attendance management program to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN uses email to communicate with selected candidates. Please ensure you check your email regularly.

Please be advised that a Criminal Record Check may be required of the successful candidate. Should it be determined that any information provided by a candidate be misleading inaccurate or incorrect UHN reserves the right to discontinue with the consideration of their application.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

We thank all applicants for their interest however only those selected for further consideration will be contacted.

Remote Work : Employment Type :

Key Skills

Change Management,API,ABAP,Facility Management,Games,Claims

Experience : years

Vacancy : 1

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