Job Specifications
One of Canada's Best Diversity Employers and Greater Toronto's Top Employers for many consecutive years, William Osler Health System (Osler) provides a safe and supportive health care network to grow your career. Osler is nationally recognized for its commitment to patient safety and is Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive. As a major Ontario hospital system, and home to some of the biggest specialty and emergency departments in the country, Osler serves the 1.3 million residents of Brampton, Etobicoke and surrounding communities. We are proud to offer you incredible exposure to best-in-class health care delivery and challenging hands-on opportunities to stay at the top of your game.
A hospital system built for and by the community, we continue to expand our services to meet the needs of a growing population, creating opportunities for increased hands-on skills development, cross-department training and promotional opportunities. Guided by our accomplished senior leadership team, together we are driving our vision of patient-inspired health care without boundaries.
At Osler, we invest in careers that go beyond where health care professionals like you can achieve their goals and find deep personal and professional fulfillment. Join our team today!
Job Description
The Technician Support Specialist II is a customer service focused position that requires an individual to work independently as well as part of a team. As a member of the Information Services (IS) Service Desk and Desktop Support team, the Technical Support Specialist II operates and maintains client computing equipment (e.g. PCs, laptops, printers, multi-function devices) and services for Osler and ensures end-user satisfaction by responding to requests for technical services in a timely and efficient manner. Working within a multi-site organization, this role is part of a team providing service to the organization on a 24 hours a day/seven days a week schedule which includes statutory holidays and on-call duties as required.
Accountabilities:
Acting as the first point of contact for all computer, application and telecom related requests for IS service and support
Recording, categorizing and logging requests for service using a central ticket management solution
Leveraging available tools (SCCM, RDP, knowledge base and other sources of documentation) to resolve incidents and requests in an efficient and effective manner via telephone or in person
Deploy/install PCs, laptops, printers
Provide IS move support for clients
Troubleshoot client issues with hardware and applications
Transferring and escalating incidents, requests and problems to second/third level support resources and following up with ticket owners to ensure resolution in a timely manner
Provisioning, changing and de-provisioning user accounts in accordance with corporate policies and procedures
Actively looking for opportunities to improve levels of service recognizing the needs and expectations of our customers
Acting as a subject matter expert for specific technologies, services and processes
Providing knowledge transfer and mentoring other team members when required
Other duties as assigned
Qualifications
University degree or college diploma in a computer related field or equivalent work experience
ITIL Foundations certification preferred
Microsoft certifications an asset
Three or more years experience in providing customer support with a high level of professionalism
Direct hospital or health care experience an asset
Strong client computing experience including: desktops, laptops, printers, mobile devices (Blackberry/iPhone, etc.), multifunction devices, desktop phones and voicemail
Solid skills in supporting common end user applications including Microsoft Word/Excel/Outlook/PowerPoint/Edge, Adobe Reader, etc.
Strong troubleshooting skills with focus on root cause analysis
Experience with tools and technologies such as Microsoft SMS, remote support utilities, BES, Active Directory and Microsoft Exchange
Experience with common ticket management solutions such as HEAT/ITSM/Remedy
Strong verbal and written communication; must be able to communicate with individuals with all levels of technical and non-technical skills
Must be willing to spend time necessary to achieve and maintain high level of technical proficiency
Good triaging and multi-tasking skills
Must work well under pressure and be able to respond quickly to shifting priorities
Works well independently and as part of a team
Must demonstrate Osler's Values of Respect, Excellence, Service, Compassion, Innovation and Collaboration
Must provide own transportation to service all Osler sites as required
Additional Information
Hours: Currently days/evenings/nights, including weekends and statutory holidays (subject to change in accordance with operational requirements)
Salary:
Minimum: $72,189.00
Maximum: $90,246.00
Applications are open to external applicants
Applic
About the Company
William Osler Health System (Osler) is a hospital system which includes Brampton Civic Hospital, Peel Memorial Centre for Integrated Health and Wellness and Etobicoke General Hospital, and serves 1.3 million residents of Brampton, Etobicoke and surrounding communities within the Central West region. Nationally recognized for its commitment to patient safety, Osler is also Accredited with Exemplary Standing, the highest rating a Canadian hospital can receive from Accreditation Canada. Osler has three unique sites, each provid...
Know more