Job Description

About SickKids

------------------




Dedicated exclusively to children and their families, The Hospital for Sick Children (SickKids) is one of the largest and most respected paediatric healthcare centres in the world. As innovators in child health, we lead and partner to improve the health of children through the integration of healthcare, leading-edge research and education. Our reputation would not have been built - nor could it be maintained - without the skills, knowledge and experience of the extraordinary people who come to work here every day. SickKids is committed to ongoing learning and development, and features a caring and supportive work environment that combines exceptionally high standards of practice.


When you join SickKids, you become part of our community. We share a commitment and determination to fulfill our vision of Healthier Children. A Better World.


Don't miss out on the opportunity to work alongside the world's best in paediatric healthcare.

Position Description

------------------------

About this Exciting Opportunity

Are you passionate about helping others solve technical challenges? Do you want to be part of a team that directly supports healthcare professionals providing care to children and families? If so, this may be the perfect opportunity for you.


We are looking for a Junior Service Desk Analyst to join our dynamic, 24/7 Service Desk team within the Service Management Office at The Hospital for Sick Children (SickKids). Our team is the first line of support for the hospital's IT needs, and we take pride in delivering exceptional service that helps keep critical systems running smoothly. This function is very important within the SickKids hospital operation as it ensures that healthcare professionals can provide uninterrupted care to children and families.


In this role, you'll gain hands-on experience with a wide range of technologies in a highly collaborative and complex enterprise environment. It's a great opportunity to grow your technical skills, build a meaningful career, and make a real difference every day.


Candidates with experience using Epic EMR, ServiceNow, or prior hospital-based IT support will have a strong advantage and be well-positioned for success in this role.

Here's What You'll Get To Do

Provide first-level technical support to hospital staff via phone, email, self-service portal, chat, and in-person at the Front Desk, using approved troubleshooting, resolution, and triage documentation. Accurately log, track, and document incidents and service requests in ServiceNow, including detailed records of troubleshooting steps and resolution actions. Participate in comprehensive orientation and ongoing training to become proficient in supporting various applications and technologies used across the hospital. Perform basic level of hands-on fixes, installations, and updates to devices and software. Identify and escalate critical issues and major incidents through appropriate channels in accordance with established procedures. Collaborate with internal teams to improve overall service delivery and enhance the end-user experience. Contribute to the development and maintenance of knowledge base articles and FAQs for both customers and IT staff. Draft formal communications for planned and unplanned service outages and updates, ensuring clear and effective messaging to a large audience. Support and participate in Problem Management, Incident Management, and Change Management activities following IT Service Management best practices. Provide after-hours support for Facilities Call Center activities, assisting employees and helping to create appropriate work orders.

Here's What You'll Need

Diploma or degree in Information Technology or a related discipline. Minimum of 2 years of experience in an IT support or service desk role. Strong analytical and problem-solving skills, with proven ability to troubleshoot computer hardware, software, and peripheral issues effectively. Excellent communication and interpersonal skills, with strong phone and email etiquette. Ability to prioritize and manage tasks efficiently in a fast-paced, high-pressure environment. Demonstrated commitment to equity, diversity, and inclusion. Self-motivated, collaborative, and eager to learn and grow within the role. Respectful of others regardless of skill levels or backgrounds, with a detail-oriented yet patient approach, especially towards callers. Empathy towards the circumstances of the callers and resilience in handling challenging situations.

Assets

Experience supporting users in healthcare or hospital settings Familiarity with enterprise IT tools, particularly ServiceNow and Epic EMR Understanding of ITIL concepts & practices; ITIL v4 Foundation certification Experience supporting Apple devices and macOS Proficiency in troubleshooting Microsoft Office applications and Office 365 Working knowledge of Active Directory user and group management Solid understanding of PC hardware and configuration Familiarity with TCP/IP networking concepts Experience with Citrix Workspace and Citrix NetScaler Gateway Knowledge of Identity and Access Management

Employment Type:

Onsite at SickKids, Downtown Toronto, ON. Full-Time (35 hours/week) | 1 Year Contract with potential for extension or permanency based on performance.

Schedule:

Rotational Shifts, including evenings, weekends, and overnights (24/7 operation)

Benefits:

Health and Dental benefits included

Our Commitment to Diversity

-------------------------------




SickKids is committed to championing equity, diversity and inclusion in all that we do, fostering an intentionally inclusive and culturally safe environment that reflects the diversity of the patients, families and communities we serve. Learn more about workplace inclusion.

Accessibility & Accommodation

----------------------------------




If you require accommodation during the application process, please reach out to our aSKHR team. SickKids can provide access and inclusion supports to eligible candidates to support their full engagement during the interview and selection process as well as to ensure candidates are able to perform their duties once successfully hired. If you are invited for an interview and require accommodation, please let us know at the time of your invitation to interview. Information received related to access, inclusion or accommodation will be addressed confidentially.

How To Apply

----------------




Technical difficulties? Email ask.hr@sickkids.ca with a short description of the issues you are experiencing. We will not accept resumes sent to this inbox but we are happy to respond to requests for technical assistance.

Tip:

Combine your cover letter and resume into

ONE

document of 20 pages or less as you cannot upload multiple documents as part of your application.