Senior Desktop Support Technician

Specific activities include, but are not limited:

• Is the technical lead for all server and system initiatives.
• Lead and execute large-scale IT projects ranging from cloud migrations to full site deployments.
• Develops the design, setup, configuration, and on-going operations of virtual server environments (VMWare), cloud-based servers, storage area networks (SAN), data backups, data systems, and related applications and ensures the infrastructure is current, assesses near and long-term capacity needs, and performs capacity planning, data recovery and disaster recovery plans and procedures.
• Is responsible for the overall server and backup systems performance, monitoring, maintenance, support, and optimization; performs advanced server duties and functions.
• Supports staff in maintaining corporate voice systems, which include VOIP, PBX, and IVR systems
• Evaluates new technologies and provides recommendations and direction on technical solutions.
• Communicates with services providers, vendors, and contractors in the resolution of complex issues
• Follows proper change management processes and post-implementation review of modifications

and enhancements, as well as creates and maintains change management records, server documentation, designs, and drawings.

• Will be required to work non-standard hours to implement request for changes (RFCs)
• Perform other related duties may be assigned from time to time
• Ensures cross-functional teamwork and cross training to deliver quality solutions by identifying, escalating, and resolving all issues in a proactive manner.
• Assist the tech team in various activities to test and apply software updates and patches, monitors and maintains day-to-day systems operations.
• Plans, designs, and implements system upgrades & enhancements to meet current and future needs (Windows 10, Office 365, VLANs, VMware, Cloud Services, Citrix, SQL databases etc.).
• Establish Maintain and support daily server operations: logs, patching, configuration, and system security.
• Analyzes situations and identifiable factors to determine appropriate action, remedies, and outcomes through the use of defined procedures and best practices.
• Communicates highly technical information to both technical and non-technical personnel.
• Maintains project plans, cost estimates, and vendor relationships for system related activity.
• Manages performance monitoring, load balancing activities and works with other partner hospitals to maintain connectivity.
• Ensures standards compliance with architecture, technology, audit, and security standards.
• Maintains records and provides reporting on repairs, down time, changes and updates. Troubleshoot business critical systems and applications that operate 24/7/365; identify root cause, actions, impact, and resolution and executes remediation plans.
• Provide On-Call support outside of office hours on a rotational basis.

The responsibilities described above are representative and are not to be construed as all-inclusive.
The candidate will perform other duties as directed by the manager of IS/IT.

Position Requirements

• Successful completion of university and/or College diploma in a computer technology program or related field.
• A+ certification is mandatory.
• Microsoft Certified Professional (MCP) and VMware certification is preferred.
• Experience with Meditech and other healthcare information applications is preferred.
• Physically able to lift, stretch, bend, and walk to interact with equipment found throughout the hospital.
• Demonstrated interpersonal skills to communicate tactfully, effectively and with discretion with all levels of staff and management.
• Operational experience in large scale environments (>500 systems) for regular provisioning, patching, application packaging and deployment.
• Minimum 3 years’ experience with expert level proficiency in Microsoft, Windows 7, 8 and Microsoft Office 2013/16 or later, MS Server 2008/12, MS SQL 2008/12, Office 365, VMware, VOIP solutions, Antivirus and Citrix Desktop is required.
• Experience and knowledge of Apple hardware and OS/iOS support.
• Hands-on hardware/software troubleshooting experience including documenting issues in ticketing system.
• Demonstrated experience with writing design and technical documents including Visio drawings, process maps and project plans.
• Demonstrated ability to manage routine correspondence, multiple tasks/projects, diversified workload and rapidly changing priorities and challenging deadlines.
• Ability to present ideas and solutions in user-friendly language.
• Demonstrated discretion and maturity when handling confidential information.
• Knowledge of the following enterprise technologies: Active Directory, DNS services, Citrix end user support, Group Policy management, File Systems management & Security, and remote systems access would be considered an asset.
• Ability to prioritize calls based on urgency.
• Confirming with client that issues have been resolved prior to closing calls.
• Completing paperwork such as open calls, requisitions etc.
• Good communication skills so that you fully understand the client’s needs.
• Experience working in healthcare or regulated environment of similar complexity preferred.
• Bilingualism (French and English) would be considered an asset.
• All TADH staff members must follow the COVID-19 vaccination series in accordance with the most up-to-date vaccine guidance provided by the Ontario Ministry of Health.
• Rate of Pay: To be determined, based on experience and certification
• Option to enroll in Healthcare of Ontario Pension Plan.

February 28, 2025

The Details

Working at the TADH

Title

Department

IS/IT

Position Status

Temporary Full-time

Hours of Work

37.5

Rate of Pay

Starting rate is 35.65/ hours 69,517.50/annually