Technical Associate

Overview

The Technical Associate role will provide first level technical support over the phone, remote desktop, or desk side for hardware, software, and network for our users. This role requires candidates to respond to incident tickets and requests in a timely manner and provide professional customer service to our clients. In addition, a Technical Associate will be required to participate in the successful implementation and support of projects.

Primary Responsibilities

Candidates are required to rotate responsibilities and shifts.

• Support the secure and cost-effective operation of the hospital's client-level technical infrastructure, meeting service level targets, and provide technical expertise to set up, operate, monitor, document and fix end user IT related issues for both onsite and offsite users.
• Properly setup and provide technical support of the following:
• end user hardware and peripherals
• end user wired and wireless network connectivity (including cabling)
• end user hardware and software configurations
• printer/scanner/MFP
• conference room technologies such as A/V and room booking equipment
• VOIP telephones and voicemail system
• Securely manage and support relevant user and computer accounts, associated licenses, related access and permissions
• timely onboarding and offboarding
• Active Directory, Azure AD, EntraID, Symantec VIP Manager, etc.
• Role based access control and permissions
• Network shares
• Corporate applications license and permissions (including M365)
• Provide mobile device (Android/IOS) support and deployment. MDM admin experience is an asset.
• Provide expert knowledge of the PC architecture and the latest 2 major releases of Windows desktop operating system.
• Install and support office productivity suites and corporate applications (e.g. Citrix, MS Office, Visio, Project, Adobe, CrowdStrike, etc.)
• Promptly prioritize and handle support calls, tickets and requests; provide timely status updates to management and end users; document resolution; support and foster knowledge transfer and sharing with the team.
• Maintain and support the management and organization of telecommunication closets and related IT infrastructure; including, but not limited to, proper cable management, effective and timely data jack and switch interface connection and disconnection; monitoring and maintenance of stand-alone UPS equipment, etc.
• Perform proper and timely IT related hardware and software moves, adds, changes, deletions, and maintenance as required. Comply with change management and control procedures, documentation, and end user and team communications.
• Transfer and escalate support and request tickets to 2nd/3rd level support resources in a timely manner; and following up with ticket owners to ensure communication and resolution in a timely manner. Experience with SysAid ticketing system is an asset.
• Support and assist with project implementations related to end-user environment, including, but not limited to, the installation, configuration, testing, and troubleshooting of relevant hardware and software; setting up required scheduled jobs, logs and backups; setting up user access; preparing and documenting project related IT support and operating procedures; and provide knowledge sharing and training to the rest of the team members.
• End-to-end hardware and software life-cycle management:
• Support all efforts related to procurement; deployment; asset and inventory management; and secure erase, destruction, and/or removal of asset.
• Help with order fulfillment process for various user-requested products and services, and meet service level targets for order fulfillment times.
• Work effectively and professionally with vendors.
• Other IT support responsibilities as assigned by IT Helpdesk Supervisor and IT leadership team.
  

EDUCATION

• IT-related degree or diploma
• At least 1 of the following certifications: CompTIA A+, Network +, MS Specialist (Desktop OS)
• ITIL Foundation certification preferred and an asset
  
  

Qualifications

• Minimum 3 years hands-on experience in a technical support-related role as it relates to the position requirements.
• Possess strong problem-solving skills with expertise in the deployment, maintenance, and support of:
• Most recent 2 versions of client device operating systems, in order of preference, (min 2):
• Microsoft Windows OS
• Mac OS X
• iOS
• Android
• Strong Active Directory, Azure AD, Entra ID experience is a must.
• Client hardware (Move/Add/Change/Delete):
• End point hardware and peripherals
• Mobile devices (smartphone / tablet)
• Digital/VOIP telephony systems
• Conference room technologies (A/V, room booking equipment, etc.)
• Thin client support is an asset.
• Wired and wireless network
• End point troubleshooting
• Patch and cable management
• Enterprise applications and related supporting software (latest 2 major releases):
• MS Office, M365, Project, Visio
• Adobe Acrobat
• Threat protection systems (A/V, Malware, etc.)
• Strong communication skills with exceptional customer service
• Courteous and professional at all times
• Maintain SLAs; follow escalation procedures
• Ability to train end-users; explain technical concepts to non-technical clients
• Strong work ethics
• Self-motivated; highly productive and reliable
• takes initiative in issue resolution; seeks efficiency and improvements in systems and processes
• Take personal measures to keep technical skills up to date
• Excellent attendance
• Team player
• Work closely with members of various IT support teams, project teams, partners, and vendors
• Contributes to effective team processes and deliverables (e.g., team communication, team meetings, team exercises, etc.)
• Strong documentation skills
• Document all issues and resolution
• Ability to create operating procedures
• Contribute to the development of test scripts
• Flexibility to work shift schedule based on business needs and operational requirements
• Some travel requirements (local only) to support remote sites and users
• Good work and attendance record is required.
• All employees of Toronto East Health network - Michael Garron Hospital (MGH) [formerly Toronto East General Hospital (TEGH)] agree to work within the legislated practices of the Occupational Health and Safety Act of Ontario.
• All employees of TEHN are responsible to contribute to a transparent culture of patient and staff safety by adhering to and abiding by patient and staff safety policies and procedures set by TEHN.
• All employees are accountable for protecting the psychological health and safety of themselves and their co-workers through adherence to Toronto East Health network's policies and practices.