Technical Support Specialist Tier 3

Join us in building a world of possibility! Holland Bloorview Kids Rehabilitation Hospital is Canada’s largest pediatric rehabilitation hospital. We are a top 40 Canadian research hospital that is fully affiliated with the University of Toronto, and we serve over 8,500 families annually.

Our vision is to support the most meaningful and healthy futures for all children, youth and families. Providing both inpatient and outpatient programs and services, Holland Bloorview is renowned for its expertise in partnering with clients and families to provide exceptional care and is the only organization to ever achieve 100 per cent in three successive quality surveys by Accreditation Canada.

Holland Bloorview has won numerous awards including Greater Toronto's Top Employers, Canada's Top Employers for Young People and Canada's Most Admired Corporate Cultures. We offer an inspiring, inclusive, innovative, and collaborative work environment with competitive compensation and benefit packages and programs that support ongoing learning and professional growth.

Key Responsibilities

Primary technical help desk escalation point for technical support issues.

Manage multiple concurrent technical support issues setting priorities based on organizational needs.

Taking ownership of complex technical issues and see them through to resolution.

Work closely with Help Desk Team Lead and Network Admin team to understand IT infrastructure, alert team to emerging support trends and contribute to development of technical solutions.

Ability to independently conduct research and utilize resources, including product documentation, knowledge base articles, FAQs, vendor support and online resources to aid in incident resolution.

Proactively monitor ticketing system to ensure timely resolution of end user support issues.

Maintain communications with technical Help Desk team and end users for incident progress.

Create and maintain documentation for support issues.

Provide support for end user hardware (Dell/Apple).

Skilled understanding of support tools for resolving remote user issues with minimal client downtime.

Provide direct help desk coverage as required.

Participate in quality improvement initiatives, support the maintenance of a safe and healthy work environment, and advance a culture of client/patient safety through work and daily practices.

Other duties as assigned.

Qualifications

Minimum 5 years’ experience providing end user technical support.

Demonstrated progression of technical support responsibilities from level 1 to level 3.

Exceptional troubleshooting and decision-making skills with proven ability to quickly resolve technical support issues.

Extensive application support for Office 2016 and Office 365.

Extensive experience working with Microsoft operating systems with a focus on Windows 10 and Windows 11.

Working knowledge of support tools (Sysinternals suite, DSIM etc.).

Working experience with supporting 3rd party Windows applications.

Working knowledge and understanding of Active Directory and experience with Windows Administration Tools.

Experience with MS SQL, Printing Queues, File and Folder security, SCCM including deployment and imaging tasks.

Experience with security platforms including endpoint, email, and application controls.

Working knowledge of networking concepts such as routing, VLANS, firewalls etc.

Working understanding of Cisco VOIP platform.

Experience with MDM systems to control mobile devices.

Scripting knowledge (VBscript, PowerShell etc.) is an asset.

Proven analytical and problem-solving abilities.

Experience working in a team-oriented, collaborative environment.

Excellent communication skills (both written and verbal).

Well-developed customer service skills.