Job Specifications
Company Description
UHN is Canada's #1 hospital and the world's #1 publicly funded hospital. With 10 sites and more than 44,000 TeamUHN members, UHN consists of Toronto General Hospital, Toronto Western Hospital, Princess Margaret Cancer Centre, Toronto Rehabilitation Institute, The Michener Institute of Education and West Park Healthcare Centre. As Canada's top research hospital, the scope of biomedical research and complexity of cases at UHN have made it a national and international source for discovery, education and patient care. UHN has the largest hospital-based research program in Canada, with major research in neurosciences, cardiology, transplantation, oncology, surgical innovation, infectious diseases, genomic medicine, and rehabilitation medicine. UHN is a research hospital affiliated with the University of Toronto.
UHN's vision is to build A Healthier World and it's only because of the talented and dedicated people who work here that we are continually bringing that vision closer to reality.
www.uhn.ca
Job Description
Union: Non-Union
Number of Vacancies: 1
Site: Princess Margaret Cancer Centre with travel to any UHN site, as required
Department: UHN Digital
Reports to: Technical Support Manager
Work Model: On-Site
Hours: 37.5 per week
Shifts: Shift work is required with potential on-call. Must be available to work outside normal business hours in a 24/7 environment, including weekends and holidays
Status: Permanent Full Time
Closing Date: November 14, 2025
Position Summary
UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities. Our mission is to digitally enable UHN and this position is the catalyst for rolling out this vision to our organization.
The Technical Support role will be a key contact for all UHN users on information technology programs, systems and devices, responding to issues in a professional and timely manner. The Technical Support team will take ownership of issues brought to them and proactively look to improve our systems and streamline service delivery. The ideal candidate will make customer service their primary goal and aim to build the trust of our clinical, research, education, and administration staff. In addition to personal computers, the candidate will also be able to address Macintosh computers, network devices, printers, cellphones, basic AV systems and troubleshoot other relevant supported equipment.
The Technical Support will perform a variety of tasks and will need to work across all supported UHN sites. The broader team provides 24/7 coverage, and the position requires shift-work to ensure critical systems are supported.
Duties
Technical Support of Hardware and Software
Assist users with network access issues, including Wi-Fi connectivity, and VPN problems
Create and update documentation for IT processes, troubleshooting guides, and FAQs to aid in resolving common issues efficiently and promoting self-service among users.
Provide telephone, live-chat, email and in-person support to end users
Acts as the subject matter expert in Technical Support products and services
Provides incident and problem management support in accordance to established Technical Support SLA
Perform root-cause analysis of IT problems to resolve complex issues
When required, escalate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction
Facilitate, manage and initiate interactions between vendors and other UHN Digital support teams
Basic troubleshooting of meeting room audio and visual equipment
Proactive maintenance and support on systems
Perform installs, moves, add, changes (IMAC) and decommission of computer equipment
Unpack, lift and push/move boxes of equipment when required
Move, configure, deploy and test UHN IT assets, as required
Track equipment within the internal database
Document and report on all work performed in the UHN Digital incident and problem management ticketing system
Perform Site inventory as required
Perform other relevant duties as directed
Qualifications
1 to 2 years of practical and related experience is required
Completion of a 3 year community College program in a computer related field or recognized equivalent is required
Working knowledge of Windows 10/11, Microsoft Office 2016 or higher and Office 365 is required
Operational understanding in managing medium to large scale environments (>500 systems) for regular provisioning, patching, applications packaging and deployment
Strong knowledge of PC hardware, printers, mobile computing and peripherals
Strong knowledge of networking, TCP/IP, patching with switches telecommunication operations
Excellent analytical and problem-solving skills
Excellent interpersonal skills
Excellent time management skills
Good verbal and written co
About the Company
University Health Network (UHN) is Canada's largest research hospital, which includes Toronto General and Toronto Western Hospitals, Princess Margaret Cancer Centre, the Toronto Rehabilitation Institute and the Michener Institute for Education at UHN. The scope of research and complexity of cases at UHN has made it a national and international source for research, education and patient care.
UHN is a research hospital affiliated with the University of Toronto, with major research in cardiology, transplantation, neuroscienc...
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