End User Support Specialist IT Client Services

St. Michael's Hospital; Toronto; On-site; CAD 50,000 - 80,000; Full time

Job summary

Unity Health Toronto seeks an End User Support Specialist to deliver exceptional IT support and troubleshooting for devices within a fast-paced environment. The ideal candidate will hold a College Diploma in IT, possess relevant certifications, and be adept at managing multiple tasks. Join a dynamic team that prioritizes patient care, while using your technical expertise to enhance user experiences across all Unity sites.

Qualifications

• Minimum of College Diploma specialized in IT with 1-3 years experience.
• Professional certifications (CompTIA A+, Microsoft 365, Cisco CCNA) preferred.
• Must maintain relevant Unity Health certifications.

Responsibilities

• Provide technical support for desktop, laptop, and mobile devices.
• Ensure compliance with hospital standards and update help desk tracking system.
• Provide training and orientation to users.

Skills

Technical support

Problem determination

Customer service

Analytical skills

Verbal communication

Written communication

Education

College Diploma in Information Technology

CompTIA A+

Microsoft 365 Certified Fundamentals

Cisco CCNA

Tools

ServiceNow ITSM

Microsoft 365

Adobe

FortiClient

Job description

Unity Health Toronto, comprised of Providence Healthcare, St. Joseph's Health Centre and St. Michael's Hospital, works to advance the health of everyone in our urban communities and beyond. Our health network serves patients, residents and clients across the full spectrum of care, spanning primary care, secondary community care, tertiary and quaternary care services to post-acute through rehabilitation, palliative care and long-term care, while investing in world-class research and education. Join our team in our mission to continue to put patients and families at the centre of everything we do, in the role of End User Support Specialist, IT Client Services.

The Department of Information Technology Services plays a crucial role in enabling and supporting Unity Health Toronto. The End User Support Specialist will be responsible for providing technical support and troubleshooting for a variety of devices, including but not limited to desktops, laptops, printers, mobile devices, and Workstation on Wheels.

The ideal candidate will be results-driven, leveraging their technical expertise to deliver secondary and tertiary support for the end-user computing environment. Their work will be essential in meeting the needs of all users (both clinical and business operations) to provide patient care.

This role requires the ability to manage multiple tasks simultaneously while ensuring all commitments are met. Additionally, individuals must obtain and maintain relevant certifications as new technologies are adopted by the End User Computing (EUC) team.

Duties & Responsibilities

• Providing technical expertise to the installation, upgrading, and maintenance of end user computing devices including desktop computers, laptop computers, hardcopy output devices (printers), and mobile personal digital assistant (PDA) type devices
• Ensuring that the hospital’s help desk request tracking system (ServiceNow ITSM) is updated as necessary to reflect the outcome(s) of intervention(s)
• Ensuring compliance with hospital standards relative to the end user computing environment
• Maintaining control of end user computing assets accuracy in the hospital’s Information Technology inventory system (CMDB)
• Providing orientation and training to Unity End Users and Summer Students
• Receiving, reviewing and maintaining documentation for EUC
• Maintaining required level of service and commitment to EUC projects when required
• Must be able to travel to all Unity sites
  
  

Qualifications

• A minimum of College Diploma specialized in Information Technology with one to three demonstrated years of experience in the field is required
• Professional industry certifications such as CompTIA A+, Microsoft 365 Certified Fundamentals or Cisco CCNA are preferred
• Maintaining currency of Unity Health Toronto relevant certifications is mandatory
• Working knowledge of End User Computing tools including desktop computers, laptop computers, hard copy output devices (printers), and mobile personal digital assistant (PDA) type devices is essential
• Must possess working knowledge of End User Computing support tools such as Industry Leading anti-virus software and remote access tools
• Working knowledge of Common Off the Shelf Software (Microsoft 365, Teams, Adobe, FortiClient etc) is preferred
• Demonstrated ability in problem determination and resolution techniques
• Demonstrated flexibility and ability to adapt to change (fast-paced environment)
• Demonstrated strong analytical, organization, decision-making skills and the ability to work within a team environment
• Demonstrated excellent verbal and written communication skills
• Demonstrated commitment to continuous professional learning
• Demonstrated ability to function as part of a team
• Demonstrated customer service skills
• Ability to function within a 7/24 environment, work shifts, and participate in a rotational on-call support service