Service Desk Technician

Job Category: Professional Hospital Location: Newmarket ON Job Type: Permanent, Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $35.82 - $42.58

Why Join Our Team?

• A people-first workplace environment that prioritizes belonging, wellness, and psychological safety.

• Hybrid, virtual, and in-person working environment (where applicable).

• Progressive health and dental benefit plans.

• HOOPP pension plan with employer and employee premium sharing.

• Enhanced wellness initiatives, including virtual fitness classes and on-site gym memberships.

If you are ready to embrace this exciting challenge and contribute to the success of Southlake Health, we encourage you to apply and be part of our dedicated team, making a difference in the lives of our employees and the community we serve!

About the role:

• Providing first-level technical support to all users, whether on-site or remote
• Providing customer support by troubleshooting any problems and/or concerns pertaining to end user hardware, operating systems, COTS, Telecommunications and/or hospital specific software applications
• Responsible for performing computer maintenance
• Installation of new computer hardware (printers, desktops, laptops, and other peripheral devices)
• Performing Moves, Adds and Changes when required for computer systems
• Maintaining a complete inventory of all computer equipment and peripherals
• Develop Desktop/Laptop images using Microsoft System Centre software
• Active Directory System Administration
• Perform Group Policy administration for desktop services
• User provisioning and deprovisioning (i.e. account maintenance) for Southlake and Stevenson
• Acting as a Legal Registration Authority (LRA) to grant users access to eHealth Ontario applications
• Answer calls for IT Service and Support primarily via phone, Self Service Tickets
• Transfer and escalate incidents and requests to the appropriate level support resources, following up with tickets assignees to ensure effective resolution in a timely manner
• Provide knowledge transfer and mentoring of other team member when required.
• Act as a Subject Matter Expert for Specific Technologies, services and processes where possible.
• Willingness to work days, evening, and nights (in rotation)
• Available to be on a rotational on-call
• Work occasional overtime shift when approved
• This role involves providing support during regular business hours, with the possibility of on-call duties to address urgent needs or unexpected situations as needed.
• Flexibility to respond to on-call requests when necessary.

What you bring

• An Undergrad degree or diploma in Computer Science, IT Management, IT related field or equivalent.
• ITIL certification preferred
• Additional certification such as Microsoft, Cisco preferred.
• 3-5 years’ experience as a system technician required
• Excellent verbal/written communication skills, problem solving and resolution ability. Ability to be an effective team member.
• Experience or familiarity of Health Care environment.
• Proven experience in incident identification, diagnosis, troubleshooting resolution, and solution implementation
• Excellent understanding of TCIP addressing concepts

Southlake Health is fully committed to a culture of belonging and an inclusive environment that encourages every team member to lead within their role, generate innovative ideas that reinforce our mission and goal to create a healthy workplace where our community can thrive.

Regular and reliable attendance is an expected requirement of this position.

We are committed to a selection process and work environment that is inclusive and barrier-free. Accommodation will be provided in accordance with the Ontario Human Rights Code. Applicants who may require accommodation during the selection process are encouraged to notify the Human Resources Department when contacted for an interview. The People, Culture and Experience team will work together with the hiring committee to arrange reasonable and appropriate accommodation for the selection process, which will enable you to be assessed fairly and equitably.

Use of Artificial Intelligence (AI)

We prioritize a people-first workplace culture which emphasizes equity and inclusion throughout our hiring process. To ensure fairness and transparency, all applications are reviewed and assessed by our dedicated team of recruiters and hiring managers, not by artificial intelligence (AI). We value the unique perspective each candidate brings to our organization.

Health & Safety Workplace Responsibilities

It is the responsibility of all Southlake Health employees to work safely and promote health and safety in the workplace. Employees must adhere to the duties of workers, as stipulated in Section 28 of the OH&S Act, as well as all Southlake OH&S policies and procedures. Must be able to perform all necessary bona fide duties for the position, as outlined in the position guide. Must review and be capable of performing duties as outlined in the Job Demands Analysis for the position as a condition of offer. Proven ability to attend work regularly as per the Attendance Support Policy.

Commitment to Diversity and Inclusion

Southlake Health is fully dedicated to employment equity, diversity, and inclusion in our recruitment practices. We welcome candidates who identify with equity-seeking groups, including women, racialized individuals, Indigenous Peoples, persons with disabilities, and those from the 2SLGBTQ+ community. Any information provided will be kept confidential and used appropriately in our recruitment process.

Anti-Oppression/Anti-Racism at Southlake Health

Southlake Health is committed to having a workforce that is reflective of the diversity of York Region and strongly encourages applications from all qualified individuals, and from those who can provide different perspectives and contribute to a further diversification of ideas.

Only candidates selected for an interview will be contacted. Thank you for your submission. We appreciate your interest in joining Southlake Health!