Specialist, Technical (End User Computing)

Ontario Health; Toronto; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

Ontario Health is seeking a Specialist in IT Operations Technical to enhance infrastructure support. This role involves providing 24/7 operational support, managing software and hardware life cycles, and ensuring service quality within a collaborative team environment. Successful candidates will have relevant educational background and practical experience in IT operations.

Benefits

Fully paid medical, dental and vision coverage

Health care spending account

Defined benefit pension plan

Three personal days and two float days annually

Three weeks’ vacation, increasing to four weeks after two years

Career development opportunities

Collaborative values-based team culture

Wellness program

Qualifications

• 3-5 years of experience in IT operations.
• Knowledge of ITIL frameworks preferred.
• Experience with Windows administration.

Responsibilities

• Provide operational support in a 7x24 environment.
• Work with stakeholders to understand business needs.
• Ensure delivery of project objectives.

Skills

Analytical skills

Problem-solving

Communication

Education

College diploma program or recognized equivalent

Tools

BMC Remedy

O365

Job description

Pour obtenir une traduction en français de l’offre d’emploi suivante, veuillez envoyer un courriel à [e-mail]. Les demandes seront traitées dans un délai de trois jours ouvrables et la période de dépôt des demandes sera prolongée de trois jours.

To obtain a French translation of the following job posting, please email [e-mail]. Requests will be addressed within three business days, and the application window will be extended by three business days.

At Ontario Health, we are committed to developing a strong organizational culture that connects and inspires all team members across the province. Our vision is that together, we will be a leader in health and wellness for all. Our mission is to connect the health system to drive improved and equitable health outcomes, experiences and value. How we work together is reflected through our five values: integrity, inspiration, tenacity, humility and care.

What Ontario Health offers:

Achieving your career goals is a priority to us. Benefits of working at Ontario Health may include the following based on employment type:

• Fully paid medical, dental and vision coverage from your first day

• a health care spending or wellness spending account

• a p remium defined benefit pension plan

• three personal days and two float days annually

• three weeks’ vacation to start (for individual contributors), increasing to four weeks after two years

• c areer development opportunities

• a collaborative values-based team culture

• a wellness program

• a hybrid working model

• p articipation in Communities of Inclusion

Want to make a difference in your career? Consider this opportunity.

The Specialist, IT Operations Technical will aid in the continued evolution of the infrastructure hardware and software ensuring supportability, scalability, robustness, and performance within Ontario Health’s state of the art infrastructure. The incumbent will act as a member of the team across varied technologies providing software and hardware life cycle management. This role is responsible for providing 7 x 24 operational support in a highly available, critical, and secure environment. This position interacts with stakeholders and technical teams to maintain a mission critical infrastructure.

Here is what you will be doing:

• Works with peers to ensure delivery of project and service level objectives.
• Provides alternative solutions to solve technical and some business problems.
• Responsible for service quality for their contributions for assigned work.
• Works with internal stakeholders to understand business needs across OH and their impact to specific products/portfolios.
• Provide feedback to peers and leaders on any process improvement opportunities.
• Participates with the team in any change activities.
• Works with a medium level of autonomy based on direction from a lead and/or management. Follows set objectives and supports scenarios and proactively actioning and resolving issues with minimal supervision.
• Makes decisions that have limited/moderate impact where errors could impact patient care.

Here is what you will need to be successful:

Education and Experience:

• College diploma program or recognized equivalent.
• 3 – 5 years of experience in product/service/technology/health care domain(s). Previous Tier 1 (or higher) experience is required.
• Knowledge of service management, control, and architecture frameworks such as ITIL.
• Knowledge of administration tools such as O365 suite.
• Strong knowledge of workflow tools such as BMC Remedy or other case management and ticketing systems. Experience with server administration.
• Knowledge of scheduled maintenance and deployment/release/patching activities. ITIL certification V3 / V4 Foundation preferred.
• Good understanding of tools and techniques for managing changes, incidents, and problems (BMC Remedy or another similar tool).
• Excellent technical experience within End User Computing Windows environment
• Excellent technical experience in Windows administration
• Excellent technical experience in configuring and supporting End User Computing Windows Operating System
• Excellent experience in DSN technology
• Excellent technical experience in supporting O365 environment
• Excellent oral and written communications and presentation skills
• Excellent problem-solving abilities and techniques
• Strong technical experience in configuring and supporting End User Computing Intel based platforms
• Strong experience in supporting an enterprise printing solution
• Technical knowledge in PowerShell scripting
• Technical knowledge in Azure administration
• Managing services and user in a 7 x 24 environment
• Knowledge and understanding of service Roadmaps.
• General knowledge of any or all of the disciplines such as: (1) Data Centre technologies, including co-location, facilities and green operations; (2) Hosting, including monitoring solutions, compute, storage and backup, network, resiliency/recoverability, information assurance (e.g. archiving), security, common services (e.g. DNS), enterprise management, virtualization, cloud; and, (3) Corporate technologies, including Active Directory, desktop/virtual desktop, mobile, social, enterprise mail, information assurance (e.g. archiving), enterprise architecture principles and management.
• Strong knowledge of system administration, user provisioning and access management required.
• Knowledge of Ontario Health IT systems to ensure product dependencies are identified and managed.
• Knowledge of disciplines such as Business practices, Applications, Information, Infrastructure, Privacy and/or Security.
• Strong knowledge of organizational processes and business models.

Knowledge and Skills:

• Analytical and problem-solving skills to identify and recommend alternative solutions to solve technical and business problems: resolve business rule, information, and application conflicts; troubleshoot issues; monitor system indicators.
• Communications skills, both orally and in writing, to liaise with end users in a professional, customer service-centric manner; communicate with internal business stakeholders and technical staff alike to resolve technical issues.
• Ability to monitor applications, hardware, systems, and networking.
• Ability to conduct technical troubleshooting/triage using a variety of tools and techniques for anticipating, recognizing, and resolving technical (hardware, software, network and operational) problems.
• Ability to monitor system indicators to ensure they don't reach a critical level resulting in outages to determine proper operations thresholds and appropriate level of escalation.
• Ability to understand and translate tactical and operational business service levels commitments.
• Ability to apply IT privacy and security standards, principles, and regulations applicable to day-to-day operations specific to the role.
• Ability to work on, prioritize and deliver work items according to agreed-upon timelines amidst constantly changing priorities.
• Technically savvy with business understanding and the ability to communicate to internal business stakeholders and technical staff alike to resolve technical issues and conflicts such as patching, user provisioning, access management and provisioning.
• Ability to provide Tier 1.5 level of support (request fulfillment and incident troubleshooting) to system administration, access management and user provisioning for desktop suite and custom applications developed by the enterprise.
• Ability to work directly with end users in a professional, customer service-centric manner to fulfil requests and troubleshoot issues.
• Ability to understand various types of business, privacy, security and financial risks and to collaborate with peers and senior specialists to define mitigation strategies.
• Collaborate with peers and other technical and product teams to resolve issues and problems and to resolve business rules, information and application conflicts involving shared services, applications, and resources.
• Capacity to be aware of, control, and express one's emotions, and to handle interpersonal relationships judiciously and empathetically within product/project team.
• Ability to work at a medium level of autonomy based on direction from a lead and/or management.

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Location: Ontario (currently hybrid; subject to change)

Employment Type:

Temporary + (Fixed Term) Full time

Contract Length:

10 Month(s)

Salary Band:

Band 4

External Application Deadline Date:

June 10, 2025

All applicants must be a resident of Ontario to be considered for roles at Ontario Health.

Ontario Health encourages applications from candidates who are First Nations, Métis, Inuit, and urban Indigenous; Francophone; members ofBlack and racializedgroups; 2SLGBTQIA+ communities; trans and nonbinary individuals;and people living with disabilities.

Ontario Health is an accessible employer, and we offer accommodation in all aspects of employment, including the recruitment process. If you require a disability related accommodation in order to participate in the recruitment process, please email [e-mail] and a member of the team will connect with you within 48 hours.