IT Service Technician (NightOps)

Job title: IT Service Technician (NightOps)

Job description: Job Description

Position: IT Service Technician (NightOps) – Part Time

File #: 2023-35286

Status: Permanent Part Time

Department: Information Services

Role/Level: PG07 – $32.53 to $40.62

Site: Mississauga Hospital

Posted: November 2, 2023

Internal Deadline: November 9, 2023

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 and the Queensway Health Centre, 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

When we set out to build our vision and future, we connected with our community – patients, families, visitors, physicians, staff and volunteers. The foundational goals of our new strategic plan – quality, access and sustainability – anchor everything we do. Our mission for a new kind of health care is built on an inter-connected system of care organized around patients – inside and outside the hospital.

At THP, we are relentless in providing high quality, compassionate care to our communities and take great pride in fostering an inclusive and accessible environment and we are all accountable for contributing to a healthy, safe and respectful environment for healing and promoting excellence in patient care though advancing patient and staff safety. If you are passionate about what you do, motivated to improve the health of the community, committed to excellence, quality and patient safety we would like you to join our Better Together team!

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 1600-0000hrs and 0000-0800hrs throughout the week days combined with 12-hour shifts on the weekend such as 0800-2000hrs and 2000-0800hrs. 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:

• 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;
• 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 will 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.

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 hospital locations.

JOB QUALIFICATIONS

Knowledge

• University Degree or College Diploma in a computer related field or equivalent work experience
• Windows 10 required
• Mobile Iron and InTune MDM required
• Apple & Android Mobile Phones required
• ServiceNow ITSM tool required
• ITIL Foundations certification preferred
• CompTIA A+ certification preferred
• Microsoft MCSA or similar Microsoft certification

Experience

• Experience in a health related field required
• 5+ years’ experience in computer deskside support

• 5+ years Active Directory administration on Windows Server 2008 & 2016
• 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

Skills and Abilities

• Strong client computing experience e.g. 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 Azure, SCCM, InTune, Bomgar, Active Directory, Microsoft Exchange;
• Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
• Experience with IT Service Management tools such as HEAT and 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.

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:

Trillium Health Partners is an equal opportunity employer committed to fostering a healthy, safe and respectful environment for healing, based on our values compassion, excellence and courage. To be Better Together, we commit to fostering a respectful workplace culture that promotes a safe and supportive environment for everyone who provides care, supports caregiving, receives care or visits the hospital.

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.

Click Here to Apply

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