Senior Deskside Support Technician

Trillium Health Partners; Mississauga; On-site; Full time

Job summary

Trillium Health Partners seeks a Senior Deskside Support Technician to enhance IS operations across multiple facilities. The role involves overseeing SCCM infrastructure, software deployment, and supporting device management while ensuring efficient service delivery in a collaborative environment.

Qualifications

• Advanced knowledge of Windows 10/11 & Microsoft 365 required.
• 5+ years in SCCM and 3+ years in PowerShell scripting.
• Experience in Azure Active Directory and Office 365 is essential.

Responsibilities

• Design and maintain software deployment infrastructure.
• Troubleshoot software deployment issues and provide Tier 3 support.
• Collaborate with IS teams and develop custom reports.

Skills

Accountability

Adaptability

Interpersonal Skills

Problem Solving

Analytical Thinking

Time Management

Education

Bachelor's degree or diploma in Information Technology

Tools

SCCM

Intune

PowerShell

Active Directory

Microsoft 365

Job description

Position:Senior Deskside Support Technician

Dept.: Information Services

Posting ID:3310

Role Level:PG 09 ($39.39hr-$ 49.29hr)

Status:Full Time - Permanent

Site: Queensway Health Centre, Credit Valley Hospital, Mississauga Hospital

Shift: M-F, 9-5

Posted: June 18-2025

Internal Deadline: June 25-2025

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

Senior Deskside Support Technician

Working as part of a dynamic team to support and facilitate daily IS operations within the Deskside team in the IT Customer Support department. The Senior Deskside Support Technician oversees and facilitates software deployment, image creation, O365 administration, and patch management activities across all endpoint devices at Trillium Health Partners. This role is responsible for the design, implementation, and maintenance of the System Center Configuration Manager (SCCM) infrastructure and associated site systems. This role will work closely with other IS teams to ensure that SCCM and InTune for Device Management meets the organization's needs.

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:

• Design, implement, and maintain software deployment infrastructure in a large enterprise environment
• Configure SCCM and InTune to manage client deployments, software updates, and compliance settings
• Collaborate with other IS teams to automate and streamline the build, test, and release process
• Design and implement tools and processes to improve the efficiency of the software deployment process
• Troubleshoot and resolve issues with the software deployment process
• Monitor software deployment server health and performance and identify areas for improvement
• Develop custom reports and queries to extract data from SCCM for analysis and decision-making
• Train other staff members in the use of new software deployment tools and technologies
• Assist in the development of software deployment policies and procedures
• Create and maintain deployment images for Windows and Mac OS client operating systems
• Manage user and device collections, including creating and maintaining query-based membership rules
• Perform regular maintenance tasks on the SCCM server, such as site backups, SQL database maintenance, and software updates.
• Write technical documentation for the SCCM system, including procedures, diagrams, and process flows.
• Provide Tier 3 support for SCCM and InTune related issues.
• Perform other duties as assigned.

Competencies

• Takes accountability, and responsibility for one’s own actions and performance
• Demonstrates a positive attitude towards change and shows the ability to adapt
• Strong learning aptitude and the ability to learn new technologies independently
• Excellent interpersonal skills and the ability to work in a team environment and interact with all levels of management as well as vendors and customers
• Demonstrates integrity, humility, maturity, empathy, and a positive attitude
• Self-motivated, directed, and passionate
• Speaks and writes clearly, concisely, and with impact
• Shows a genuine willingness to share knowledge and experience with others
• Helps to improve the skills and capabilities of others and fosters their long-term learning and development through coaching and mentoring
• Takes pride in his/her work, balancing quality, capacity and risk
• Demonstrates strong problem solving, analytical, and critical thinking skills
• Seeks additional help, opinions, and knowledge (e.g., best practices) from external sources and thought partners
• Listens, empathizes, and demonstrates compassion when supporting clients
• Ability to manage multiple priorities, commitments, and projects
• Well-proven organization and time management skills while remaining flexible in responding to changing company and/or client needs

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 candidate may be required to work shifts outside of regular business hours. Work locations can vary between all Trillium Health Partners locations.

Qualifications

• Bachelor's degree or diploma in Information Technology or related field
• Advanced knowledge and experience with Windows 10/11 & Microsoft 365 required
• A minimum of 5+ years of experience working with SCCM in an equivalent role
• 3+ years of experience PowerShell scripting and other command line interfaces
• 3+ years of experience working with Microsoft Intune required
• 3+ years of experience with Windows client imaging and deployment required
• 3+ years of experience working with Azure Active Directory required
• 3+ years of experience working with Office 365 required
• 3+ years experience with Active Directory and Group Policy required
• Enterprise device and application experience required
• Microsoft 365 Certified: Enterprise Administrator Expert preferred
• Microsoft MCSE preferred
• Direct hospital or healthcare experience preferred
• Advanced knowledge of patch management and software distribution tools such as SCCM and Intune for Device Management
• Strong analytical skills for troubleshooting complex incidents and performing root cause analysis
• Strong customer computing experience e.g. desktops, laptops, printers, mobile devices (iPhone, Android, etc.), multifunction devices, desktop phones, voicemail
• Proficient in supporting common end user applications including Microsoft Windows, Microsoft Office, Microsoft Edge, Outlook etc.
• Hands on and in-depth knowledge of Active Directory with working knowledge of Group Policy
• Experience with McAfee products: ePO, AV, Full-disk Encryption, DLP and policy management
• Experience with remote assistance tools and technologies such as Bomgar
• Experience in Scripting, Powershell, VBScripting
• Experience with MDM tools and technologies such as Mobile Iron and Intune
• Knowledge of networking technologies such as VNP, TCP/IP, and wireless
• Experience with IT Service Management tools such as Ivanti Heat and Service Now
• Works well under pressure and time constraints and can prioritize competing priorities appropriately
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills

Skills and Abilities

• Proven record of accomplishment coupled with proven knowledge of industry best practices for patch and image management as well as software distribution

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.