Service Desk Technician in Toronto

We believe that outstanding care starts with outstanding people. At Runnymede Healthcare Centre, we actively cultivate work-life balance and invest in the resources our staff needs to do their best work. Our award-winning hospital takes an inter-professional team approach to care. We provide comprehensive clinical services to patients who require expert treatment, extended rehabilitation and daily care beyond what can be provided at home or in the community. At Runnymede we have a single, clear purpose: improve the quality of life of every patient, every day. If you want to join a centre of excellence with a multidisciplinary team who supports the delivery of patient-centred care, we want to hear from you today.

Position summary: The Service Desk Technician will play a key role in providing prompt and courteous first level support for employees who might be experiencing information technology/system related problems. This includes but is not limited to providing initial triage, troubleshooting, and support for all reported incidents/events. The Service Desk Technician will follow established processes for monitoring, escalation, tracking, and follow up on any reported problems. Collaborate with other members of the department on more complex support issues and projects. Provide training, repair, advice, and support to users in the areas of installation, configuration, and end-user problem resolution. The Service Desk Technician will participate in user training to avoid recurring computer technology related problems.

Responsibilities Includes:

• Acts as a single point of contact for service portal, phone calls and emails from staff regarding technology related issues and queries;
• Records all Incident, Service, and Change Requests in ticket system;
• Takes ownership of user problems and follows up the status of problems on behalf of the user and communicates progress in a timely manner;
• Maintains a high degree of customer service for all support queries and adheres to all service management principles;
• Maintains and provides Service Desk related statistical reports on call trends;
• Monitors all ‘High’ and ‘Major’ priority ServiceDesk issues to ensure prompt resolution;
• Monitors ServiceDesk records and analyzes reports, taking preventative action to ensure Service Levels are met across the IT operational group;
• Documents and conducts system monitoring/reporting on hardware, software, phone system and network resources and data center operations to ensure a high level of availability, performance, security and integrity;
• Carries out hardware and software relocations and re-configuration as directed;
• Assists in the administration of the Local Area Network including data management and printing facilities;
• Provides resolution of basic security related issues such as malware detection, password reset;
• Provides end-user technical support for PCs, peripherals, telecom devices, and audio visual equipment;
• Participates in disaster recovery activities and special projects as required;
• Maintains and protects confidentiality with regard to all aspects of patient care and employee information;
• Assumes ‘on-call’ responsibilities as per Hospital policy.

The successful candidate will possess the following qualifications/experience:

• Diploma or post-secondary education in Computer Science;
• 1-3 years of IT Service Desk customer service experience in the healthcare industry;
• 1-3 years of related experience in Microsoft Active Directory and security group policy, Windows Server and desktop operating systems;
• 1-3 years of experience in configuration support for smart mobile phones such as Android and iPhone;
• 1-2 years experience in Citrix XenApp or similar remote access systems;
• Exposure to telecom (PBX / voicemail support) would be an asset;
• Understanding of networking concepts such as TCP/IP, DNS, IPV6, Routing, Firewalls, Network Security;
• Experience with or in Active Directory, IIS, MS SQL 2008, MS Exchange 2010, SharePoint, and Microsoft 365 Azure and cloud environment;
• Citrix XenApp, VMware Virtualization, NEC VOIP PBX, Backup Tools with Libraries/Autoloaders, Storage Area Networks (iSCSI), MS Office & Tools: Word, Excel, PowerPoint, Outlook, Project, and Visio;
• Strong customer service skills and telephone support experience;
• Detail oriented and strong commitment to data/process accuracy and integrity;
• Demonstrated experience in extracting information, identifying and troubleshooting problems;
• Experience with Helpdesk tracking Database software an asset.

While we thank all applicants, only those under consideration for the position will be contacted. If you require accommodation during any stage of the recruitment process, please notify Human Resources. Runnymede Healthcare Centre is committed to fostering an inclusive, equitable, and accessible workplace that reflects the diverse communities we serve. We strive to create a supportive environment where everyone feels respected and valued. Diverse perspectives help us deliver safe, high-quality, and compassionate care. We welcome qualified applicants from all backgrounds, including Indigenous peoples, racialized communities, persons with disabilities, women, 2SLGBTQ+ individuals, and seniors. As an equal opportunity employer, we comply with the Ontario Human Rights Code and the Accessibility for Ontarians with Disabilities Act. Accommodations are available throughout the recruitment and employment process upon request.

Please be advised that in order to be eligible for employment at Runnymede Healthcare Centre, all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada; AND have received the final dose of the COVID-19 vaccine at least 14 days prior to the hired employee’s first date of employment. Requests for exemption will be considered on a case-by-case basis in alignment with the Hospital’s obligations pursuant to the Ontario Human Rights Code.