Job Description

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Position: Senior Deskside Support Technician-SSW
Department: Information Services
Position ID: 2022-30956 Role Level: Professional Group PG09 ($35.62-$44.55)
Site: Shared Service West (SSW) - Burlington
Shifts: 8am to 4pm
Posted: January 4,2023
Internal Deadline: January 11,2023
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, the Queensway Health Centre, and the Reactivation Center at Humber. 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 Our Values: Compassion, Excellence, Courage Our Goals: Quality, Access, Sustainability Our Enablers: People, Education, Innovation, Research


The role of the Senior Deskside Support Technician is a customer service focused position that requires the candidate to work independently as well as part of a dynamic team to support the organizations service expectations. The primary responsibility and accountability is to resolve client technology issues and challenges in an efficient, timely and courteous manner via various communication methods including phone, voicemail, e mail and in person. In addition, this role is required to lead and assist in various IT related projects as required.


This position will be permanently located at the Shared Services West (SSW) offices in Burlington, Ontario. SSW was established in 2001 and is a not-for-profit shared services organization with expertise in supply chain management, process optimization, and redevelopment planning. Working collaboratively with our stakeholders, SSW delivers cost efficient services with a focus on innovative solutions. This position will have a dual-reporting role - primarily to the Manager, IT Customer Support at Trillium Health Partners (THP) and next to the Director \xe2\x80\x93 Finance, Risk and Purchasing (SSW).


JOB DUTIES AND RESPONSIBILITIES


This role is responsible for providing all 2nd level IT support, including; deskside, applications, network, telecom, mobile device, and server support. 3rd level support will be provided by THP.The successful candidates may be required to work some shifts outside of daytime and weekday hours for projects and special initiatives.The primary work location will be at SSW Burlington office, however, site visits to Trillium Health Partners and member hospitals i.e. Halton Healthcare and William Osler Health System will be required. The successful candidate should have a valid driver\xe2\x80\x99s license and a car to commute between sites.


Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:

• 
  On-site resource to oversee the daily IT operations
• Aligning and prioritizing team members on the tasks and initiatives
• Works with customers and support staff to evaluate and solve technical issues and problems.
• Provides timely resolution for escalated service tickets within the department
• Deploy hardware including printers, mobile devices, laptops/desktops etc.
• Act as technical lead for SSW IT related projects
• 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
• Provide end-user training when required
• Document issues and troubleshooting steps in the Incident Management system and knowledge base
• Provide ATPAR support for SSW member hospitals - Trillium Health Partners (THP), Halton Healthcare and William Osler Health System. Travel between sites will be required.
• As a subject matter expert, coordinate technical requirements and deliverables with project and /or operational teams;estimates effort ot complete deliverables
• Act as a functional escalation point for complex issues and problems.
• Provide metrics and reports.
• Assist the IT Customer Support Manager with investigation, analysis of statistics and reports; looking for trends and problem areas to improve the level of service the team delivers
• Produces and provides cross training & documentation
• Provide knowledge transfer and mentoring to staff
• Keep abreast of technology changes and trends; evaluate current programs, processes and practices to recommend solutions that improve business processes, service solutions and best practices.
• Develop and foster relationships with member hospitals
• Ensure technology alignment amongst the member hospitals
• Reporting SLA and metrics to senior leadership
• Ensuring alignment and synergies with THP\xe2\x80\x99s Information System Team;
• Work closely with THP Security to develop IT Security practices and policies and ensure compliance
• Other duties as assigned.

JOB QUALIFICATIONS


Knowledge

• Bachelor degree or diploma in Computer Science/Information Technology or related field.
• Advanced Windows 10 and Microsoft Office 365 knowledge required
• ITIL Foundations certification preferred
• CompTIA A+ certification preferred
• Microsoft MCSA and/or MCSE preferred
• Syft/ATPAR knowledge preferred
• Adobe\xe2\x80\x99s EchoSign preferred

Experience

• 
  Experience in supply chain management and healthcare is an asset
• 5+ years\xe2\x80\x99 experience in providing customer support with a high level of professionalism required
• 5+ years of experience in Deskside Support required
• Project management experience is preferred
• Procurement experience is preferred
• Experience supporting Windows 10 & Microsoft Office 365 is required, certification is preferred

Skills and Abilities

• Excellent multi-tasking skills
• Ability to work in fast paced environments
• Strong analytical skills for troubleshooting incidents and performing root cause analysis
• Strong customer computing experience e.g. desktops, laptops, printers, mobile devices (iPhone, Android, etc.), multifunction devices, desktop phones, voicemail
• Solid skills in supporting common end user applications including Microsoft Office, Internet Explorer, Outlook, ATPAR etc.;
• Hands on and in-depth knowledge of Active Directory with working knowledge of Group Policy
• Experience with McAfee products: ePO, AV, Full-disk Encryption, DLP and policy management
• Experience with SCCM and Dell KACE Endpoint Systems Management and Deployment Products
• Experience with remote assistance tools and technologies such as Bomgar
• Experience with mobile device tools and technologies such as Mobile Iron, and Microsoft Exchange
• Knowledge of networking technologies such as VNP, TCP/IP, and wireless
• Experience in Scripting, Powershell, VBScripting
• Experience with IT Service Management tools such as HEAT
• Works well under pressure and time constraints and can prioritize competing priorities appropriately;
• Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills

To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca Candidates are selected on the basis of their skill, ability, experience and qualifications.
Where these factors are relatively equal seniority shall govern providing the successful applicant.

Trillium Health Partners\xe2\x80\x99 (THP) is an equal opportunity employer who values the importance of antiracism work and is committed to integrating antiracism, diversity, equity and inclusion best practices throughout THP operations, policies and culture. Therefore, we ask that even if you do not see yourself fully reflected in every job requirement listed on this posting, we still encourage you to reach out and apply. Research has shown that candidates from underrepresented groups often only apply when they feel 100% qualified. We encourage all applicants who are members of groups that have been marginalized on any grounds enumerated under the Ontario Human Rights Code based on race, gender identity or expression, sex, sexual orientation, disability, political belief, religion, marital or family status, age, and/or status as a First Nations, M\xc3\xa9tis or Inuk/Inuit person to consider this opportunity.
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.