Help Desk Technician

Join us in building a world of possibility! Holland Bloorview Kids Rehabilitation Hospital is Canada's largest pediatric rehabilitation hospital, and a top 40 Canadian research hospital. Serving over 8,500 families annually in both inpatient and outpatient programs and services, Holland Bloorview is renowned for its expertise in partnering with clients and families to provide exceptional care and is the only organization to ever achieve 100 per cent in three successive quality surveys by Accreditation Canada.

Holland Bloorview's vision is to support the most meaningful and healthy futures for all children, youth and families. We are an academic hospital, fully affiliated with the University of Toronto. All clinical staff are expected to contribute to the academic agenda through one or more of the following activities: supervising students, teaching, academic service, scholarship and research.

Holland Bloorview has won numerous awards including Greater Toronto's Top Employers, Canada's Top Employers for Young People and Canada's Most Admired Corporate Cultures. We offer an inspiring, inclusive, innovative, and collaborative work environment with competitive compensation and benefit packages and programs that support ongoing learning and professional growth.

Why join our team?

• Participation in one of Canada's Top Ten public sector pension plans, HOOPP, offering a defined benefit plan with Holland Bloorview contributing $1.26 for every dollar contributed by employee.
• Competitive benefits package including 3 weeks' paid vacation to start, two paid float days, 10 paid stat holidays, health and dental insurance plus paid sick leave.

Key Responsibilities

• Answer Help Desk calls/e-mails providing first level technical support to staff
• Use Ivanti Help Desk system to track and monitor support calls
• Provide support to end users using remote tools
• Provide support for Windows Operating systems (Windows 10/11)
• Provide end user support related to network connectivity, wireless access, printing, basic user account administration, user profile configuration, group folder access etc.
• Provide support for Microsoft 365
• Install approved software on computer systems
• Provide end-user support for Cisco VOIP
• Create and maintain technical documentation as needed
• Participate in quality improvement initiatives, support the maintenance of a safe and healthy work environment and advance a culture of client/patient safety through work and daily practices
• Other duties as assigned

Qualifications

• Minimum one year directly related technical experience, preferably in a Help Desk or Service Desk environment.
• College degree in Computer Science or equivalent.
• Well-developed troubleshooting and decision-making skills to quickly resolve technical issues and to escalate unresolved issues in a timely and appropriate manner
• Experience supporting Microsoft Windows 10/11 operating systems
• Knowledge and understanding of Active Directory
• Experience working with Windows Administration Tools
• Demonstrated knowledge of TCP/IP and experience using related troubleshooting tools
• Experience using and supporting Microsoft Office/Microsoft 365
• Team oriented with excellent interpersonal skills
• Excellent communication skills (both written and verbal)
• Excellent documentation skills
• Well-developed customer service skills
• Demonstrated organizational skills with the ability to prioritize concurrent issues