Service Desk Technician

Runnymede Healthcare Centre; Toronto; On-site; CAD 52,000 - 70,000; Full time

Job summary

Runnymede Healthcare Centre is seeking a Service Desk Technician to join a dedicated IT team supporting staff with first-level technical issues. The role emphasizes triage, troubleshooting, training, and customer service in a healthcare environment.

The successful candidate will handle incidents, changes, and requests, provide end-user support for PCs and mobile devices, and participate in disaster recovery activities. On-site, Mon-Fri 9:00am-5:00pm.

Qualifications

• Diploma or post-secondary education in Computer Science.
• 1-3 years of IT Service Desk customer service experience in healthcare.
• 1-3 years of experience with Microsoft Active Directory, security group policy, Windows Server and desktop OS.
• 1-3 years experience with configuration support for Android/iPhone.
• 1-2 years experience with Citrix XenApp or similar remote access systems.
• Exposure to telecom support and networking concepts (TCP/IP, DNS, IPv6).
• Experience with MS SQL/Exchange/SharePoint/M365 Azure and cloud environment is a plus.

Responsibilities

• Acts as single point of contact for staff via service portal, phone, and email.
• Records incidents, service requests, and changes in the ticket system.
• Takes ownership of user problems and communicates progress.
• Maintains high level of customer service for all support queries.
• Generates service desk statistical reports on call trends.
• Monitors high/major priority service desk issues for prompt resolution.
• Analyzes service desk records to ensure SLAs are met.
• Documents system monitoring and reporting on hardware, software, network resources.
• Performs hardware/software relocations and re-configurations as directed.
• Assists in LAN administration, data management, and printer services.
• Provides resolution of basic security issues and end-user support for devices.
• Participates in disaster recovery activities and projects.
• Maintains confidentiality of patient and staff information.
• Assumes on-call responsibilities per hospital policy.

Skills

IT Service Desk

Customer Service

Windows OS

Active Directory

Mobile device support

Citrix XenApp

Education

Diploma in Computer Science

Tools

Citrix XenApp

VMware

Active Directory

Job description

We believe that outstanding care starts with outstanding people.

At Runnymede Healthcare Centre, we actively cultivate work-life balance and invest in the resources our staff needs to do their best work.

Our award-winning hospital takes an inter-professional team approach to care. We provide comprehensive clinical services to patients who require expert treatment, extended rehabilitation and daily care beyond what can be provided at home or in the community. At Runnymede we have a single, clear purpose: improve the quality of life of every patient, every day.

If you want to join a centre of excellence with a multidisciplinary team who supports the delivery of patient-centred care, we want to hear from you today.

Posting #: SDT-0126

Posting Date: October 19, 2026

Employment Status: Permanent Full-Time

Hours of Work: Monday-Friday (9:00am-5:00pm)

Position Location: On-Site

Posting Type: Replacement

Service Desk Technician

If you would like to work with a team of professionals who are committed to enriching the lives of patients we invite you to join Runnymede Healthcare Centre as a Service Desk Technician.

Position summary:

The Service Desk Technician will play a key role in providing prompt and courteous first level support for employees who might be experiencing information technology/system related problems. This includes but’s not limited to providing initial triage, troubleshooting, and support for all reported incidents/ events.

The Service Desk Technician will follow established processes for monitoring, escalation, tracking, and follow up on any reported problems. Collaborate with other members of the department on more complex support issues and projects. Provide training, repair, advice, and support to users in the areas of installation, configuration, and end-user problem resolution. The Service Desk Technician will participate in user training to avoid recurring computer technology related problems.

Responsibilities Includes:

• Acts as a single point of contact for service portal, phone calls and emails from staff regarding technology related issues and queries;
• Records all Incident, Service, and Change Requests in ticket system
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner
• Maintains a high degree of customer service for all support queries and adhere to all service management principles
• Maintains and provides Service Desk related statistical reports on call trends.
• Monitors all ‘High’ and ‘Major’ priority ServiceDesk issues to ensure prompt resolution.
• Monitors ServiceDesk records and analyze reports, taking preventative action to ensure Service Levels are met across the IT operational group.
• Documents and conducts system monitoring/reporting on hardware, software, phone system and network resources and data center operations to ensure a high level of availability, performance, security and integrity
• Carries out hardware and software relocations and re-configuration as directed.
• Assists in the administration of the Local Area Network including data management and printing facilities, e.g.: printer, print queue, Active Directory, running of SQL script
• Provides resolution of basic security related issues such as malware detection, password reset.
• Provides end-user technical support for PCs, peripherals, telecom devices, and audio visual equipment
• Participates in disaster recovery activities and special projects as required
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information.
• Assumes ‘on-call’ responsibilities as per Hospital policy

The successful candidate will possess the following qualifications/experience:

• Diploma or post-secondary education in Computer Science
• 1-3 years of IT Service Desk customer service experience in the healthcare industry
• 1-3 years of related experience in Microsoft Active Directory and security group policy, Windows Server and desktop operating systems.
• 1-3 years of experience in configuration support for smart mobile phones such as Android and IPhone.
• 1-2 years experience in Citrix XenApp or similar remote access systems
• Exposure to telecom (PBX / voicemail support) would be an asset
• Understanding of networking concepts such as TCP/IP, DNS, IPV6, Routing, Firewalls, Network Security.
• Experience with or in Active Directory, IIS, MS SQL 2008, MS Exchange 2010, SharePoint, and Microsoft 365 Azure and cloud environment
• Citrix XenApp, VMware Virtualization, NEC VOIP PBX, Backup Tools with Libraries/Autoloaders, Storage Area Networks (iSCSI), MS Office & Tools: Word, Excel, PowerPoint, Outlook, Project, and Visio
• Strong customer service skills and telephone support experience;
• Detail oriented and strong commitment to data/process accuracy and integrity
• Demonstrated experience in extracting information, identifying and troubleshooting problems.
• Experience with Helpdesk tracking Database software an asset

While we thank all applicants, only those under consideration for the position will be contacted. If you require accommodation during any stage of the recruitment process, please notify Human Resources.

Runnymede Healthcare Centre is committed to fostering an inclusive, equitable, and accessible workplace that reflects the diverse communities we serve. We strive to create a supportive environment where all everyone feels respected and valued.

Diverse perspectives help us deliver safe, high-quality, and compassionate care. We welcome qualified applicants from all backgrounds, including Indigenous peoples, racialized communities, persons with disabilities, women, 2SLGBTQ+ individuals, and seniors.

As an equal opportunity employer, we comply with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations are available throughout the recruitment and employment process upon request.

Please be advised that in order to be eligible for employment at Runnymede Healthcare Centre, all new hires must have received the full series of a

COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the hired employee’s first date of employment. Requests for exemption will be considered on a case-by-case basis in alignment with the Hospital’s obligations pursuant to the Ontario Human Rights Code.