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Desktop Support Specialist - Client Services - Regular Full Time (221404)

Toronto, ON, CA Posted: 5/4/2022 11:40:54 AM

We currently have a Regular Full-Time opportunity for a Desktop Support Specialist in the Client Services department at our St. John's Rehab campus.

Hours of Work:

Weekdays: Days; 8hrs; As per schedule;

Alternating Weekends: After Hours, On Call Required Statutory Holidays Required

Summary of Duties

  • Provide technical & user support (Level 1&2), IS/IT Support 24 hr Call Centre environment
  • Provide rapid response via phone, electronically, remote session and/or in person
  • Troubleshoot time sensitive calls, resolve technical hardware and software issues
  • Software and hardware installations/repairs
  • Research questions using available information resources
  • Follow escalation protocols/procedures to appropriate tiers
  • Identify and mitigate risks
  • Log Support calls using Call Centre tracking system, monitor, assign, escalate and close/resolve.
  • Prepare/generate activity and management status reports, maintain documentation
  • Stay current with system information, changes and updates
  • Cabling/connectivity and LAN support
  • Paging/Mobile Phone/Audio Visual and Telecom support
  • Network/system monitoring (NOC) triage, escalate, updates accordingly;
  • Wireless support (connectivity, set up, troubleshooting)
  • Performs production system tasks and manages offsite backup rotation inventory
  • Actively participate as a member of Client Services support team
  • Perform light lifting up to 25 pounds, as required.
  • Perform other duties, as required

Please note: The above duties are representative but are not to be construed as all-inclusive.


  • 5 years customer support experience in a healthcare teleconferencing or videoconferencing environment.
  • Utliziation of ITSM Ticketing System and familiarity with ITIL concepts
  • 3-5 years’ experience supporting Apple products such as MAC, iPads, and iPhones
  • College/University or industry professional designation in related technical field
  • Demonstrated mastery of the technologies behind PCs, IP networking, videoconferencing
  • Able to work independently and efficiently to meet deadlines
  • Self-motivated, detail-oriented, organized
  • Excellent people skills, excellent customer service skills and time management
  • Comfortable in a patient care setting
  • Excellent knowledge of Windows-based technical support environment
  • Good understanding of TCP/IP network architecture
  • Excellent knowledge of Microsoft Office 2013
  • Excellent knowledge of iOS
  • CompTIA A+ and CompTIA Network + certifications
  • Apple certified ore related experience with Apple and Android products

Qualified candidates are invited to submit their cover letter and resume (in one document) quoting 221404 to:

Human Resources
Sunnybrook Health Sciences Centre

To apply, please click "Apply for Position" at the bottom of this page.

Sunnybrook Health Sciences Centre is committed to providing accessible employment practices that are in compliance with the Accessibility for Ontarians with Disabilities Act (AODA). If you require accommodation for disability during any stage of the recruitment process, please indicate this in your cover letter.

Sunnybrook Health Sciences Centre is strongly committed to inclusion and diversity within its community and welcomes all applicants including but not limited to: visible minorities, all religions and ethnicities, persons with disabilities, LGBTQ persons, and all others who may contribute to the further diversification of ideas.

Please be advised that in order to be eligible for employment at Sunnybrook, all new hires must have received the full series of a COVID-19 vaccine or combination of COVID-19 vaccines approved by Health Canada (e.g., two doses of a two-dose vaccine series, or one dose of a single-dose vaccine series); AND have received the final dose of the COVID-19 vaccine at least 14 days ago. Medical exemptions or any other kind of requested exemption based upon the Hospital’s obligations pursuant to the Ontario Human Rights Code will be considered on a case-by-case basis.