Position Summary
UHN Digital is improving customer service delivery across the organization because timely support of UHN staff and students is paramount to our ability to transform lives and communities. Our mission is to digitally enable UHN and this position is the catalyst for rolling out this vision to our organization. The Technical Support role will be a key contact for all UHN users on information technology programs, systems and devices, responding to issues in a professional and timely manner. The Technical Support team will take ownership of issues brought to them and proactively look to improve our systems and streamline service delivery. The ideal candidate will make customer service their primary goal and aim to build the trust of our clinical, research, education, and administration staff. In addition to personal computers, the candidate will also be able to address Macintosh computers, network devices, printers, cellphones, basic AV systems and troubleshoot other relevant supported equipment. The Technical Support will perform a variety of tasks and will need to work across all supported UHN sites. The broader team provides 24/7 coverage, and the position requires shift-work to ensure critical systems are supported.

Duties

Technical Support of Hardware and Software

Assist users with network access issues, including Wi‑Fi connectivity, and VPN problems

Create and update documentation for IT processes, troubleshooting guides, and FAQs to aid in resolving common issues efficiently and promoting self‑service among users.

Provide telephone, live‑chat, email and in‑person support to end users

Acts as the subject‑matter expert in Technical Support products and services

Provides incident and problem management support in accordance to established Technical Support SLA

Perform root‑cause analysis of IT problems to resolve complex issues

When required, elevate problems and issues to product vendors and management, including services that exceed response time, repair time, lack of parts, or any other issue that could impact customer satisfaction





Facilitate, manage and initiate interactions between vendors and other UHN Digital support teams

Basic troubleshooting of meeting room audio and visual equipment

Proactive maintenance and support on systems

Perform installs, moves, add, changes (IMAC) and decommission of computer equipment

Unpack, lift and push/move boxes of equipment when requiredMove, configure, deploy and test UHN IT assets, as required

Track equipment within the internal database

Document and report on all work performed in the UHN Digital incident and problem management ticketing system

Perform Site inventory as required

Perform other relevant duties as directed

Qualifications

1 to 2 years of practical and related experience is required

Completion of a 3‑year community College program in a computer‑related field or recognized equivalent is required

Working knowledge of Windows 10/11, Microsoft Office 2016 or higher and Office 365 is required

Operational understanding in managing medium to large scale environments (>500 systems) for regular provisioning, patching, applications packaging and deployment

Strong knowledge of PC hardware, printers, mobile computing and peripherals

Strong knowledge of networking, TCP/IP, patching with switches telecommunication operations

Excellent analytical and problem‑solving skills

Excellent interpersonal skills

Excellent time‑management skills

Good verbal and written communication skills

Ability to work with minimal supervision on straightforward to moderately complex tasks

Ability to work with multidisciplinary teams in a positive and productive manner





Ability to effectively deal with high‑priority unscheduled tasks and problems

Ability to prioritize tasks in a fast‑paced hospital environment

A+ certification preferred

Possesses working knowledge of Information Technology Infrastructure Library (ITIL) principles / ITIL Foundation Required / ITIL Practitioner preferred

Microsoft Certified Professional (MCP) certification preferred

Experience in PowerShell and/or Python scripting is preferred

Experience and knowledge of SCCM/SCOM or other automation and orchestration tools and capabilities is an asset

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.

Benefits

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 attendance management program, to be eligible for consideration.

All applications must be submitted before the posting close date.

UHN is an equal opportunity employer committed to an inclusive recruitment process and workplace. Requests for accommodation can be made at any stage of the recruitment process. Applicants need to make their requirements known.

Please note that a Criminal Record Check may be required of the successful candidate.

Closing Date: July 3, 2026

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📌 Technical Support Technician (Ontario)
🏢 University Health Network
📍 Ontario