Service Technician II - Enhance Ontario

Responsibilities

• Serve as the first point of contact for technical support requests received by phone, email, chat, or ticketing system
• Triage, prioritize, document, and resolve incidents and service requests in accordance with service desk procedures and service level expectations
• Troubleshoot and resolve routine end-user issues related to hardware, software, printing, connectivity, authentication, VPN access, and standard applications
• Provide users with clear instructions, updates, and follow-up to ensure issues are resolved and customer service expectations are met
• Take ownership of escalated or more complex issues requiring deeper technical analysis and coordinate resolution through to closure
• Perform intermediate troubleshooting for workstation, application, access, printing, and connectivity issues, including root cause investigation within established procedures
• Support workstation deployment, imaging, peripheral installation, software deployment, account provisioning, and approved configuration changes for end users
• Maintain accurate ticket records, contribute to knowledge documentation, identify recurring issues or trends, and recommend process or documentation improvements to enhance service desk effectiveness
• Escalate issues requiring specialized infrastructure, application, vendor, or security support with complete documentation and appropriate prioritization

Requirements

• Completion of a 2-year Diploma in computer technology or a related field
• Minimum of 3 to 5 years of customer service, help desk, or technical support experience
• Demonstrates excellent communication and interpersonal skills
• Demonstrates strong organizational, prioritization, and time-management skills
• Demonstrated problem-solving skills and attention to detail
• Demonstrates a commitment to customer service when dealing with patients, colleagues, volunteers, and other members of the community and public
• Strong working knowledge of Windows End User Device Operating system, Microsoft 365 applications, and common end-user devices
• Experience using a ticketing system or service desk platform
• Experience supporting user accounts, access management, software deployment, and workstation troubleshooting
• Experience with intermediate troubleshooting of endpoint, connectivity, and application issues is an asset
• Key Competencies:
• Ability to provide courteous, responsive, and effective technical support across both routine and moderately complex service desk issues while maintaining high end-user satisfaction
• Ability to assess issues, apply structured troubleshooting techniques, and determine when escalation or cross

Benefits

Additional Information

Job Number: JR106155 Job Title: Service Technician II - Enhance Ontario Department: EO ENHANCE Ontario -Tech Team Job Category: Professional Hospital Location: EO Head Office Job Type: Permanent, Full time Number of Positions: 1 Minimum - Maximum Hourly Rate: $34.191 - $39.637 Hours: Days Enabling Healthcare Across Networks of Central East (ENHANCE) Ontario (also referred to here as "EO") is a not-for-profit corporate entity which will provide centralized IT services to its seven (7) member hospitals (Campbellford Memorial Hospital, Haliburton Highlands Health Services, Lakeridge health, Northumberland Hills Hospital, Peterborough Regional Health Centre, Ross Memorial Hospital, and Scarborough Health Network) to manage and operate a set of shared digital assets. This will enable its 7 member hospitals across 14 sites to deliver high quality and safe patient care using the shared Epic Clinical Information System ("CIS") to over 1.5 million patients residing in both rural and urban communities located in the Central East region of Ontario. Job Description: The Technical Specialist - Service Desk role reports to the Technical Manager and provides both first-line and intermediate technical support for end users across the ENHANCE Ontario team. This role is responsible for receiving, triaging, documenting, troubleshooting, and resolving a broad range of incidents and service requests related to the end-user computing environment. The position supports timely restoration of service, ownership of more complex support issues, and escalation to senior technical teams or vendors when required, while maintaining a high standard of customer service for users across the region. The role provides support for hardware, software, and access-related issues including laptops, monitors, printers, IP phones, Windows devices, Microsoft 365 applications, VPN connectivity, and account-related requests. In addition to routine service desk tasks such as device setup, standard software installation, password resets, and user guidance, the position also performs more in-depth troubleshooting for recurring or escalated issues, supports system configuration changes within approved scope, and works closely with regional network, server, application, and IT security teams to resolve more complex technical problems.

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