Job Posting #915056

Position: Technical Support Technician
Site: Toronto Rehabilitation Institute - UC
Department: KITE Research Institute
Reports to: Operations Lead
Pay Range: $28.61 to $35.76 per hour commensurate with experience and consistent with UHN Compensation Policy
Hours: 37.5 hours per week
Status: Permanent Full-time

University Health Network (UHN) is looking for an experienced professional to fill the key role of Technical Support Technician in our KITE Research Institute.

Transforming lives and communities through excellence in care, discovery and learning.

The University Health Network, where “above all else the needs of patients come first”, encompasses Toronto Rehabilitation Institute, Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre and the Michener Institute of Education at UHN. The breadth of research, the complexity of the cases treated, and the magnitude of its educational enterprise has made UHN a national and international resource for patient care, research and education. With a long tradition of groundbreaking firsts and a purpose of “Transforming lives and communities through excellence in care, discovery and learning”, the University Health Network (UHN), Canada’s largest research teaching hospital, brings together over 16,000 employees, more than 1,200 physicians, 8,000+ students, and many volunteers. UHN is a caring, creative place where amazing people are amazing the world.

University Health Network (UHN) is a research hospital affiliated with the University of Toronto and a member of the Toronto Academic Health Science Network. The scope of research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. Research across UHN's five research institutes spans the full spectrum of diseases and disciplines, including cancer, cardiovascular sciences, transplantation, neural and sensory sciences, musculoskeletal health, rehabilitation sciences, and community and population health. Find out about our purpose, values and principles here.

Job Description:

KITE is a world leader in complex rehabilitation science and is dedicated to improving the lives of people living with the effects of disability, illness and aging. KITE is the research arm of Toronto Rehab and one of the principal research enterprises at the UHN, Canada’s top medical research hospital. Together, KITE and UHN are committed to transforming lives and the communities we serve through excellence in care, discovery and learning, while helping build A Healthier World.

KITE is an acronym for “Knowledge, Innovation, Talent, Everywhere”. These core values are embedded in everything we do. They help fuel our mission, which is to improve the lives of people living with the effects of disability, illness and aging and they inspire our diverse roster of scientists, trainees and support staff, who work together to ensure we achieve and exceed this goal. As a world leader in complex rehabilitation science, at KITE, we aim to redefine rehab. For more information on KITE, please visit: https://kite-uhn.com/

Key Duties and Responsabilities:

• Server patch management for domain controllers and other Windows Servers.
• Administer U1DOME/torontorehab.on.ca domain: user passwords, permissions, Research domain containers/objects, etc.
• Maintain licensing and support (Matlab, DameWare, SAS, VMWare, etc.).
• Perform remote troubleshooting through diagnostic techniques and pertinent questions.
• Identify and suggest possible improvements on procedures.
• Install and maintain PCs, telephone systems, wireless networks and peripheral devices (such as printers, scanners, mobile/smart phones) related to desktop infrastructure, in accordance with department standards.
• To diagnose and resolve software and hardware incidents, including operating systems (Windows and Mac) and across a range of software applications.
• Identify, log and resolve technical problems with software applications or network systems.
• Identify potential changes and system improvements to present to senior team leaders for consideration and implementation.
• Explain and document technical issues in a clear way to clients.
• To take ownership of issues by carrying out problem analysis to implement temporary or permanent fixes with the aim of restoring service to the customer as soon as possible; escalating incidents to other support teams where necessary.
• Maintain excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
• Provide onboarding and off boarding administration (AD, password resets, file share access, VPN support, etc.).
• MS Office, O365, Active Directory, Windows 10/11 desktop support for ~400 end-users.
• Maintain inventory of replacement systems.
• Maintain network connectivity for desktop systems (support from desktop NIC to switch).

Qualifications:

• Windows 10 Workstation Certification.
• Extensive knowledge of Microsoft Office and Windows 10/11.
• Exceptional troubleshooting skills.
• Working knowledge of Ethernet networks.
• Experience with basic analysis and research.
• Excellent oral and written communication skills.
• Professional demeanor.
• Well organized with attention to detail and ability to carry out tasks independently.
• Ability to meet deadlines and work in a team environment.
• Ability to prepare and communicate effectively in person, by phone and/or email.

Education and Experience:

• Min 3-5 years of experience in providing desktop support.
• Diploma in Computer or IT-related area of study or equivalent.
• Experienced in Windows, Microsoft Office, and VPN support.
• Knowledge of creating and deploying Windows images on computers.
• Hands-on computer hardware maintenance and troubleshooting experience.
• Familiar with Windows Server 2012/2019.
• Excellent customer service skills.
• Able to work in a fast-paced environment.
• Microsoft and ITIL certifications is a plus.

Vaccines (COVID-19 and others) are a requirement of the job unless you have an exemption on a medical ground pursuant to the Ontario Human Rights Code.

If you are interested in making your contribution at UHN, please apply on-line. You will be asked to copy and paste as well as attach your resume and covering letter. You will also be required to complete some initial screening questions.

Posting Date: February 24, 2023 Closing Date: March 24, 2023

For current UHN employees, only those who have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's attendance management program, and possess all the required experience and qualifications should apply.

UHN thanks all applicants, however, only those selected for an interview will be contacted.

UHN is a respectful, caring, and inclusive workplace. We are committed to championing accessibility, diversity and equal opportunity and welcomes all applicants including but not limited to: all religions and ethnicities, LGBTQ2s+, BIPOC, persons with disabilities and all others who may contribute to the further diversification of ideas. Requests for accommodation can be made at any stage of the recruitment process providing the applicant has met the Bona-fide requirements for the open position. Applicants need to make their requirements known when contacted.