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: 3
New or Replacement Position: Replacement
Site: Princess Margaret Cancer Centre
Department: UHN Digital
Reports to: Service Desk Manager
Salary Range: $61,249 - $91,864 per annum
Hours: 37.5 hours per week
Shifts: 24/7 rotation
Status: Permanent Full-Time
Closing Date: January 12, 2026
Position Summary
UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities.
UHN has transitioned its outsourced service desk to an insourced service model. The IT Service Desk Agent will be responsible for supporting TeamUHN as part of a 24/7/365 team. The successful candidate should have excellent interpersonal and conflict management skills and have a proven dedication to customer service excellence.
Duties
Provide first level technical support through phone, email and chat to resolve end user issues and support requests
Troubleshoot and diagnose end user issues and document details in ServiceNow
Follow standard operating procedures through use of knowledge articles
Provide support for PC/MAC, laptops, printers, cell phones, tablets/iPads
Support end users in applications such as Microsoft Office, VPN, Citrix, MDM and a variety of clinical/business applications
Proactively recognize potential Major Incidents
Document all steps performed in ServiceNow and ensure all fields are completed with accuracy
Provide timely updates to end users, resolver groups, and management
Flag knowledge articles for changes/updates, where appropriate
Complete any additional ad hoc tasks assigned
Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner
Qualifications
At minimum, completion of a 2 year community college program in computer Science/Information Technology or recognized equivalent required
Minimum of 2-3-years experience working in an IT Support/Service Desk - Must have
All candidates will have to be shift flexible
Shift work is required including nights, weekends, and/or holidays
Excellent interpersonal and written communication skills
Understanding of Active Directory to unlock and reset passwords
Knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users
Ability to troubleshoot and resolve email issues, specifically MS Outlook
Active Directory knowledge (managing user accounts throughout their lifecycle, groups and OU management)
Detailed orientated, process focused, self-motivated and the ability to multitask
Communicates in a clear and concise manner, both written and verbal
Self-motivated team player
Ability to operate a personal computer and working knowledge of Windows 10/11, Microsoft Office and Outlook
ITIL v3/4 foundation Certification is an asset
Additional Information
Why join UHN?
In addition to working alongside some of the most talented and inspiring healthcare professionals in the world, UHN offers a wide range of benefits, programs and perks. It is the comprehensiveness of these offerings that makes it a differentiating factor, allowing you to find value where it matters most to you, now and throughout your career at UHN.
Competitive offer packages
Government organization and a member of the Healthcare of Ontario Pension Plan (HOOPP https://hoopp.com/)
Close access to Transit and UHN shuttle service
A flexible work environment
Opportunities for development and promotions within a large organization
Additional perks (multiple corporate discounts including: travel, restaurants, parking, phone plans, auto insurance discounts, on-site gyms, etc.)
Current UHN employees must have successfully completed their probationary period, have a good employee record along with satisfactory attendance in accordance with UHN's atte
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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