Service Technician II - Enhance Ontario
Job Description
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.
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-team collaboration is required
• Strong critical thinking and problem-solving skills with the ability to identify likely causes, test solutions, and support issue resolution through to closure
• Highly organized, dependable, and detail-oriented
• Ability to prioritize and manage multiple requests in a fast-paced service environment
• Strong interpersonal skills and the ability to communicate technical information clearly and concisely to non-technical users
• Ability to work collaboratively and effectively with internal and external stakeholders
• Willingness to learn new systems, tools, and processes
• Reliable and adaptable, with the ability to remain calm and effective under pressure
This opportunity is posted to support the recruitment of an existing vacant position.
Accommodation and Diversity Statement:
Enhance Ontario (EO) embraces and celebrates our community’s unique multicultural heritage and diversity. EO is an equal opportunity employer, dedicated to a culture of inclusiveness and diversity reflecting our diverse patients, staff and community alike.
We are committed to fostering an environment of equity and inclusivity where every person can work and receive care safely, openly and honestly. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender, gender identity or expression, sexual orientation, nation of origin, genetics, disability, age, veteran status, marital or family status, belief system, or other factors related to one’s personal identity and/or values.
We are committed to providing barrier-free and accessible employment practices in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). Should you require accommodation through any stage of the recruitment process, please make them known when contacted and we will work with you to meet your needs.
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