The Technical Support Specialist delivers support to Sinai Health Services' network of hospitals. This role is essential to ensuring smooth, reliable IT operations and contributes to a culture of collaboration, accountability, and continuous learning within the Digital Health Services support team. The Support Specialist plays a key role in maintaining high standards of user experience and productivity, while completing assigned projects and other scheduled tasks.

In this role you will:

- Provide first and second-level technical support for Digital Health Services (DHS) hardware, software, printers, scanners, telephony, mobile devices, and end-user computing technologies
- Support Windows 10/11, macOS, iOS, Android, Microsoft 365, and other enterprise applications while ensuring reliable access to technology services
- Troubleshoot, diagnose, and resolve hardware, software, network, and connectivity issues using strong analytical and problem-solving skills. Escalate complex incidents to appropriate technical teams while maintaining ownership and communication throughout the incident lifecycle
- Log, prioritize, track, update, resolve, and escalate incidents and service requests using the organization’s IT Service Management (ITSM) platform in accordance with established service levels (SLAs), ensuring associates are kept informed throughout the resolution process
- Deliver exceptional customer service by communicating technical concepts clearly to users with varying levels of technical knowledge and providing guidance on the effective use of technology
- Collaborate with infrastructure, networking, cybersecurity, and other Digital Health Services teams to ensure coordinated service delivery and timely resolution of cross-functional issues




- Apply a working knowledge of LAN/WAN networking concepts, client/server architecture, wireless networking, file and print services, and network connectivity troubleshooting
- Support mobile device technologies, including iOS and Android devices, mobile device management solutions, hospital Wi-Fi connectivity, voice services, and associated clinical and business applications
- Perform end-user device lifecycle management, including imaging, deployment, configuration, asset recovery, replacement, retirement, and secure disposal in accordance with organizational standards, security requirements, and inventory management processes
- Maintain accurate hardware, software, and asset inventory records while ensuring configuration and licensing information remains current
- Assist with the implementation of technology deployments, upgrades, refreshes, and other Digital Health Services initiatives and projects while minimizing disruption to clinical and business operations
- Follow organizational security, privacy, and cybersecurity policies, ensuring all work complies with hospital standards, regulatory requirements, and best practices for protecting patient (PHI) and organizational information (PII & IP)
- Contribute to continuous improvement initiatives by identifying opportunities to enhance support processes, documentation, knowledge sharing,



automation, and the overall customer experience
- Maintain clear and accurate technical documentation, knowledge articles, and support procedures to improve service consistency and operational efficiency
- Perform other duties consistent with the job classification as required

Job Requirements:
Mandatory

- Post-secondary degree or diploma in Information Technology or a related field, or 2 years of experience providing technical support in a service desk or desktop support environment
- This position requires onsite work five (5) days per week, rotation between hospital sites, participation in shift schedules, and an on-call rotation

Preferred

- ITIL Foundations, CompTIA A+, and Microsoft Certified: Modern Desktop Administrator certifications
- Previous experience supporting healthcare environments and clinical applications
- Previous experience with Microsoft Active Directory, Microsoft Windows Server, Microsoft 365, Exchange Online, Microsoft Entra ID, Microsoft Intune, and related endpoint management technologies

Skills and Knowledge

- Demonstrate the ability to quickly learn new technologies and adapt to changing priorities in a fast-paced healthcare setting
- Work effectively both independently and collaboratively within a multidisciplinary team
- Demonstrate excellent written and verbal communication skills in English

If this sounds like you and you feel ready to build your technical support career within health care apply now and let us know why you’d be a great addition to our team.

Job Type: Full Time

Hours: 37.5 hours per week

Vacancy Type: New/Replacement Vacancy

Union: Non-Union

📌 Technical Support Specialist (Canada)
🏢 Sinai Health
📍 Canada