- 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 etc;
- Support mobile devices such as iPhones and iPads using Intune mobile device management (MDM) software
- Provide assistance for troubleshooting of hardware, software and network issues;
- Performs proactive and preventive maintenance on end user devices;
- Common administration activities with Active Directory to support users as required;
- Provide end-user training as appropriate;
- Provide support at all THP 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.
- University Degree or College Diploma in a computer related field or equivalent work experience
- Windows 10 required
- InTune MDM required
- Apple & Android Mobile Phones required
- ServiceNow ITSM experience required
- ITIL Foundations certification preferred
- CompTIA A+ certification preferred
- Microsoft MCSA, 365, or similar Microsoft certification
- Experience in a health related field required
- 5+ years' experience in computer deskside support
- 5+ years Active Directory administration
- 2+ years using software deployment and inventory tools such as Microsoft SCCM and InTune
- Experience supporting Windows 10 & Microsoft Office 365 is required, certification is preferred
- Strong client computing experience . desktops, laptops, printers, mobile devices (iPhone & Android), multifunction devices, desktop phones, voicemail;
- Solid skills in supporting common end user applications including Microsoft Office, Internet Explorer, Outlook etc.;
- Strong troubleshooting skills with focus on root cause analysis;
- Experience with tools and technologies such as Microsoft SCCM, 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.
IT Service Technician - Mississauga, Canada - Trillium Health Partners
Description
Job Description
REPOST
Position: IT Service Technician (NightOps) – Part Time
Posting ID:
Department: Information Services
Status: Permanent Part Time
Role/Level: PG07 - $32.53 to $40.62
Site: Mississauga Hospital
Posted: April 24,2024
Internal Deadline: May1,2024
The role of the IT Service 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, voicemail,
e-mail and in person.
REPORTING RELATIONSHIPS
This position reports to the Manager, IT Customer Support
Working Hours
This position will work on the Night Operations team (NightOps) working after hours, weekends and statutory holidays exclusively. Shifts are typically hrs and hrs throughout the week days combined with 12-hour shifts on the weekend such as hrs and hrs. The successful candidate will be expected to work a combination of week day and week end shifts in a typical week.
JOB DUTIES AND RESPONSIBILITIES
Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:
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 candidates may be required to work shifts outside of regular business hours on a rotational basis. Work locations can vary between all Trillium Health Partners locations including remote physician office locations.
JOB QUALIFICATIONS
Knowledge
Experience
Skills and Abilities
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.