Endpoint Support Technician (Cleveland Clinic)

Trillium Health Partners; Toronto; On-site; CAD 48,000 - 61,000; Full time

Job summary

Trillium Health Partners in Downtown Toronto seeks an Endpoint Support Technician to join Information Services. The role focuses on second-level support for end-user devices and healthcare software in a multi-site hospital environment.

The ideal candidate has Windows 10/11, Intune, ServiceNow, and AD experience, with strong communication skills and willingness to travel between THP sites as needed.

Qualifications

• University Degree or College Diploma in a computer related field or equivalent work experience.
• Windows 10 and Windows 11 required.
• InTune MDM required.
• Apple & Android Mobile Phones required.
• ServiceNow ITSM tool required.
• ITIL Foundations certification preferred.
• CompTIA A+ certification preferred.
• Microsoft 365 Certified: Endpoint Administrator Associate preferred.

Responsibilities

• Provide 2nd level technical support to users throughout the organization; assists users in solving problems using hardware/software tools.
• Document issues and troubleshooting steps in ServiceNow; maintain knowledge base.
• Deploy hardware including printers, mobile devices, laptops/desktops, virtual care solutions.
• Troubleshoot hardware, software, network issues and virtual care solutions.
• Administer and support Microsoft 365 and its apps; provide end-user training.
• Work across multiple THP sites; travel between sites may be required.

Skills

Windows 10/11

Intune MDM

Mobile devices (Apple/Android)

ServiceNow ITSM

Microsoft 365/Office 365

Active Directory

Networking (VPN, TCP/IP)

End-user support

Education

University Degree or College Diploma in computer field

Tools

ServiceNow

SCCM

InTune

Bomgar

Active Directory

Job description

Position: Endpoint Support Technician (Cleveland Clinic)

Dept: Information Services

File#: 7978

Status: Permanent Full-time

Role Level: PG 07 $35.30 - $ 44.07

Location: Downtown Toronto

Hours of Work/Shift: Monday to Friday, 8.00 AM to 4.00 PM

Posted: August 25, 2026

Internal Deadline: September 1, 2026

Trillium Health Partners is one of Canada’s largest community-based teaching hospitals, serving the growing and diverse populations of Mississauga, West Toronto, and surrounding communities through the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, the Reactivation care Centre (Church Site) and the new THP-UHN Reactivation Care Centre.Guided by our values of compassion, excellence, and courage, and through our strategic roadmap,Plan to 2030, we are creating a new kind of health care - defined not by illness, but by the health and well-being of people and communities.

The Endpoint Support Technician 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, Teams Chat,
e-mail and in person.

REPORTING RELATIONSHIPS

This position reports to the Manager, Endpoint Support Services

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, virtual care solutions, etc
• Provide assistance for troubleshooting of hardware, software, network issues, and virtual care solutions
• Application support and administration of healthcare systems
• Performs proactive and preventive maintenance on end user devices
• Common administration activities with Active Directory to support users as required
• Administration and support of Microsoft 365 and its suite of applications
• Provide end-user training as required
• Provide support at all 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

Key QUALIFICATIONS

Knowledge

• University Degree or College Diploma in a computer related field or equivalent work experience
• Windows 10 and Windows 11 required
• InTune MDM required
• Apple & Android Mobile Phones required
• ServiceNow ITSM tool required
• ITIL Foundations certification preferred
• CompTIA A+ certification preferred
• Microsoft 365 Certified: Endpoint Administrator Associate preferred

Experience

• 2+ years experience in a health related field required
• Experience supporting virtual care, telehealth applications, and healthcare systems
• 5+ years experience in computer support
• 5+ years experience in application support
• 5+ years Active Directory administration on Windows Server
• 2+ years using software deployment and inventory tools such Microsoft SCCM and InTune
• Experience supporting Windows 10, Windows 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 365, 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, Microsoft Exchange
• 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.

WORKING ENVIRONMENT

Working within a multi-site organization; this role is an on-site role, 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 and participate in an on-call rotation.

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.

Candidates are selected on the basis of their skill, ability, experience and qualifications.

Where these factors are relatively equal seniority shall govern providing the successful applicant.

Trillium Health Partners’ (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, Métis or Inuk/Inuit person to consider this opportunity.

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.

Our organization may use automated tools, including artificial intelligence (AI) or algorithm-assisted systems, to support the initial review of applications. These tools are used only to assist our recruiters and hiring managers; all hiring decisions include meaningful human involvement and final review.