Company Description
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Position Summary
Duties
- Provide first level technical support through phone, email and chat to resolve end user issues and support requests
- Troubleshoot and diagnose end user issues and document details in ServiceNow
- Follow standard operating procedures through use of knowledge articles
- Provide support for PC/MAC, laptops, printers, cell phones, tablets/iPads
- Support end users in applications such as Microsoft Office, VPN, Citrix, MDM and a variety of clinical/business applications
- Proactively recognize potential Major Incidents
- Document all steps performed in ServiceNow and ensure all fields are completed with accuracy
- Provide timely updates to end users, resolver groups, and management
- Flag knowledge articles for changes/updates, where appropriate
- Complete any additional ad hoc tasks assigned
- Works in compliance of the Occupational Health \& Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner
Qualifications
- At minimum, completion of a 2 year community college program in computer Science/Information Technology or recognized equivalent required
- Minimum of 2-3-years experience working in an IT Support/Service Desk - Must have
- All candidates will have to be shift flexible
- Shift work is required including nights, weekends, and/or holidays
- Excellent interpersonal and written communication skills
- Understanding of Active Directory to unlock and reset passwords
- Knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
- Ability to troubleshoot and resolve email issues, specifically MS Outlook
- Active Directory knowledge (managing user accounts throughout their lifecycle, groups and OU management)
- Detailed orientated, process focused, self-motivated and the ability to multitask
- Communicates in a clear and concise manner, both written and verbal
- Self-motivated team player
- Ability to operate a personal computer and working knowledge of Windows 10/11, Microsoft Office and Outlook
- ITIL v3 foundation Certification is an asset
Why join UHN?
- Competitive offer packages
- Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
- Close access to Transit and UHN shuttle service
- A flexible work environment
- Opportunities for development and promotions within a large organization
- Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)
We thank all applicants for their interest, however, only those selected for further consideration will be contacted.
