Deskside Support Technician
About the role
Job Description Position: Deskside Support Technician
Dept.: Information Services
Posting ID: 4446 Role Level: PG 07 ($33.51 to $41.84)
Status: Permanent Full Time (X2)
Site: Credit Valley Hospital, Mississauga Hospital
Shift: Monday -Friday, 9-5, with evening/weekend flexibility
Posted: September 15,2025
Internal Deadline: September 29, 2025
Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.
Our Mission: A New Kind of Health Care for a Healthier Community Our Values: Compassion, Excellence, Courage Our Goals: Quality, Access, Sustainability Our Enablers: People, Education, Innovation, Research Position: Deskside Support Technician
The role of the Deskside Support is a customer service focused position that requires you to work independently as well as part of a team to support the organizations defined service expectations. You will be working within a multi-site organization where the primary accountability is to resolve client technology issues in an efficient, timely and courteous manner via various communication methods including phone, voicemail, e-mail and in person.
REPORTING RELATIONSHIPS This position reports to the Manager, IS Customer Service Management
Job Duties And Responsibilities Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:
- Provide 2nd level technical support to users throughout the organization; Assists users in solving problems using available hardware and software tools;
- Document issues and troubleshooting steps in the ServiceNow Incident Management system and knowledge base;
- Deploy hardware including printers, mobile devices, laptops/desktops etc;
- Provide assistance for troubleshooting of hardware, software and network issues;
- Performs proactive and preventive maintenance on end user devices;
- Common administration activities with Active Directory to support users as required;
- Provide end-user training as appropriate;
- Provide support at all THP sites. Travel between sites may be required.
- Actively seek opportunities for service improvement, recognizing the needs and expectations of our customers;
- Provide knowledge transfer and mentoring of other team members when required;
- Other duties as assigned.
WORKING ENVIRONMENT Working within a multi-site organization; this role is part of a team providing service to the organization on a 24x7x365 schedule. The successful candidates may be required to work shifts outside of regular business hours on a rotational basis. Work locations can vary between all Trillium Health Partners locations including SSW and remote physician office locations.
Job Qualifications Knowledge
- University Degree or College Diploma in a computer related field or equivalent work experience
- Windows 10/11 required
- InTune MDM required
- Apple & Android Mobile Phones required
- ServiceNow ITSM tool preferred
- ITIL Foundations certification preferred
- CompTIA A+ certification preferred
- Microsoft 365 Certified: Endpoint Administrator Associate preferred
Experience
- Experience in a health related field required
- 2+ years’ experience in providing customer support at Trillium Health Partners is preferred
- 2+ years’ experience in computer deskside support
- 2+ years Active Directory administration on Windows Server
- 2+ years using software deployment and inventory tools such Microsoft SCCM and InTune
- Experience supporting Windows 10/11 & Microsoft Office 365 is required, certification is preferred
Skills And Abilities
- Strong client computing experience e.g. desktops, laptops, printers, mobile devices (iPhone & Android), multifunction devices, desktop phones, voicemail;
- Solid skills in supporting common end user applications including Microsoft Office, Microsoft Edge, Outlook etc.;
- Strong troubleshooting skills with focus on root cause analysis;
- Experience with tools and technologies such as Microsoft SCCM and InTune, Bomgar, Active Directory;
- Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
- Experience with IT Service Management tools such as ServiceNow
- Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills;
- Works well under pressure and time constraints and can prioritize competing priorities appropriately.
Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.
To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca Trillium Health Partners is an equal opportunity employer committed to fostering a healthy and positive work environment. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act. Trillium Health Partners is identified under the French Language Services Act. We thank all those who apply but only those selected for further consideration will be contacted. About Us Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.
Our Mission: A New Kind of Health Care for a Healthier Community Our Values: Compassion, Excellence, Courage Our Goals: Quality, Access, Sustainability Our Enablers: People, Education, Innovation, Research
About Trillium Health Partners
Trillium Health Partners is a leading hospital with an outstanding record of performance, fiscal responsibility and quality patient care. The hospital encompasses three main sites – Credit Valley Hospital, Mississauga Hospital and Queensway Health Centre – offering the full range of acute care hospital services, as well as a variety of community-based, specialized programs.
Our intention is to achieve the highest quality of care that is easily accessible for our community, at the lowest cost. We are committed to creating an exceptional experience for everyone who walks through our doors.
As our diverse community continues to grow and age, and as more people are living with chronic diseases, we’re taking into account the inevitable changes on the horizon. We know that to continue to deliver exceptional patient care, we must think and act differently, and take a new and innovative approach to the delivery of health care. We envision a new kind of health care for a healthier community – an inter-connected system of care that is organized around the patient, both inside the hospital and beyond its walls. Through partnership, working in a coordinated way across the system, we can meet the needs of our patients and continue to provide outstanding, sustainable quality patient care.
As partners in creating a new kind of health care, we are Better Together.
Deskside Support Technician
About the role
Job Description Position: Deskside Support Technician
Dept.: Information Services
Posting ID: 4446 Role Level: PG 07 ($33.51 to $41.84)
Status: Permanent Full Time (X2)
Site: Credit Valley Hospital, Mississauga Hospital
Shift: Monday -Friday, 9-5, with evening/weekend flexibility
Posted: September 15,2025
Internal Deadline: September 29, 2025
Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.
Our Mission: A New Kind of Health Care for a Healthier Community Our Values: Compassion, Excellence, Courage Our Goals: Quality, Access, Sustainability Our Enablers: People, Education, Innovation, Research Position: Deskside Support Technician
The role of the Deskside Support is a customer service focused position that requires you to work independently as well as part of a team to support the organizations defined service expectations. You will be working within a multi-site organization where the primary accountability is to resolve client technology issues in an efficient, timely and courteous manner via various communication methods including phone, voicemail, e-mail and in person.
REPORTING RELATIONSHIPS This position reports to the Manager, IS Customer Service Management
Job Duties And Responsibilities Working collaboratively with staff, your job duties and responsibilities will include but are not limited to:
- Provide 2nd level technical support to users throughout the organization; Assists users in solving problems using available hardware and software tools;
- Document issues and troubleshooting steps in the ServiceNow Incident Management system and knowledge base;
- Deploy hardware including printers, mobile devices, laptops/desktops etc;
- Provide assistance for troubleshooting of hardware, software and network issues;
- Performs proactive and preventive maintenance on end user devices;
- Common administration activities with Active Directory to support users as required;
- Provide end-user training as appropriate;
- Provide support at all THP sites. Travel between sites may be required.
- Actively seek opportunities for service improvement, recognizing the needs and expectations of our customers;
- Provide knowledge transfer and mentoring of other team members when required;
- Other duties as assigned.
WORKING ENVIRONMENT Working within a multi-site organization; this role is part of a team providing service to the organization on a 24x7x365 schedule. The successful candidates may be required to work shifts outside of regular business hours on a rotational basis. Work locations can vary between all Trillium Health Partners locations including SSW and remote physician office locations.
Job Qualifications Knowledge
- University Degree or College Diploma in a computer related field or equivalent work experience
- Windows 10/11 required
- InTune MDM required
- Apple & Android Mobile Phones required
- ServiceNow ITSM tool preferred
- ITIL Foundations certification preferred
- CompTIA A+ certification preferred
- Microsoft 365 Certified: Endpoint Administrator Associate preferred
Experience
- Experience in a health related field required
- 2+ years’ experience in providing customer support at Trillium Health Partners is preferred
- 2+ years’ experience in computer deskside support
- 2+ years Active Directory administration on Windows Server
- 2+ years using software deployment and inventory tools such Microsoft SCCM and InTune
- Experience supporting Windows 10/11 & Microsoft Office 365 is required, certification is preferred
Skills And Abilities
- Strong client computing experience e.g. desktops, laptops, printers, mobile devices (iPhone & Android), multifunction devices, desktop phones, voicemail;
- Solid skills in supporting common end user applications including Microsoft Office, Microsoft Edge, Outlook etc.;
- Strong troubleshooting skills with focus on root cause analysis;
- Experience with tools and technologies such as Microsoft SCCM and InTune, Bomgar, Active Directory;
- Knowledge of networking technologies such as VPN, TCP/IP, and wireless;
- Experience with IT Service Management tools such as ServiceNow
- Strong verbal and written communications; must be able to communicate with individuals with all levels of technical and non-technical skills;
- Works well under pressure and time constraints and can prioritize competing priorities appropriately.
Internal Candidates who believe they possess the necessary qualifications and experience for this position and who have been in their current position for at least six (6) months are encouraged to apply.
To pursue this career opportunity, please visit our website: www.trilliumhealthpartners.ca Trillium Health Partners is an equal opportunity employer committed to fostering a healthy and positive work environment. In accordance with the Accessibility for Ontarians with Disabilities Act, 2005 and the Ontario Human Rights Code Trillium Health Partners will provide accommodations throughout the recruitment and selection process to applicants with disabilities. If selected to participate in the recruitment and selection process, please inform Human Resources of the nature of any accommodation(s) that you may require in respect of any materials or processes used to ensure your equal participation. All personal information is collected under the authority of the Freedom of Information and Protection of Privacy Act. Trillium Health Partners is identified under the French Language Services Act. We thank all those who apply but only those selected for further consideration will be contacted. About Us Trillium Health Partners (THP) is one of the largest community-based acute care facilities in Canada. Comprised of the Credit Valley Hospital, the Mississauga Hospital, the Queensway Health Centre, and the Reactivation Center at Humber. Trillium Health Partners serves the growing and diverse populations of Mississauga, West Toronto and surrounding communities and is a teaching hospital affiliated with the University of Toronto.
Our Mission: A New Kind of Health Care for a Healthier Community Our Values: Compassion, Excellence, Courage Our Goals: Quality, Access, Sustainability Our Enablers: People, Education, Innovation, Research
About Trillium Health Partners
Trillium Health Partners is a leading hospital with an outstanding record of performance, fiscal responsibility and quality patient care. The hospital encompasses three main sites – Credit Valley Hospital, Mississauga Hospital and Queensway Health Centre – offering the full range of acute care hospital services, as well as a variety of community-based, specialized programs.
Our intention is to achieve the highest quality of care that is easily accessible for our community, at the lowest cost. We are committed to creating an exceptional experience for everyone who walks through our doors.
As our diverse community continues to grow and age, and as more people are living with chronic diseases, we’re taking into account the inevitable changes on the horizon. We know that to continue to deliver exceptional patient care, we must think and act differently, and take a new and innovative approach to the delivery of health care. We envision a new kind of health care for a healthier community – an inter-connected system of care that is organized around the patient, both inside the hospital and beyond its walls. Through partnership, working in a coordinated way across the system, we can meet the needs of our patients and continue to provide outstanding, sustainable quality patient care.
As partners in creating a new kind of health care, we are Better Together.