Technical Support Specialist II

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, eight hour shifts including weekends and statutory holidays (subject to change in accordance with operational requirements)

Annual Salary : Minimum : $70,083.00

Minimum : $70,083.00

Maximum : $87,613.50

Application deadline : September 18, 2024

LI-LM1

This is a Fully Onsite role.

Osler values inclusivity and diversity in the workplace. We welcome and encourage applicants from diverse backgrounds. We are committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act.

If you require an accommodation at any stage of the recruitment process, please notify Human Resources at [email protected] .

While we thank all applicants, only those selected for an interview will be contacted. Any information obtained during the course of recruitment will be used for employment recruitment purposes only, and not for any other purpose.