Digital Technician (IT Service Desk Agent)

Union: Non-Union Number of Vacancies:  2 New or Replacement Position: Replacement Site: Princess Margaret Cancer Centre Department: UHN Digital Reports to: Service Desk Manager Salary Range: $32.86 - $41.07 per hour Hours: 37.5 hours per week Shifts: 24/7 rotation Status: Temporary Full-Time (up to 6 months) Closing Date: November 18, 2026 Position Summary UHN Digital delivers information management and technology services for the entire organization and is responsible for assisting UHN staff and students in transforming lives and communities. UHN has transitioned its outsourced service desk to an insourced service model. The IT Service Desk Agent will be responsible for supporting TeamUHN as part of a 24/7/365 team. The successful candidate should have excellent interpersonal and conflict management skills and have a proven dedication to customer service excellence. Duties • Provide first level technical support through phone, email and chat to resolve end user issues and support requests • Troubleshoot and diagnose end user issues and document details in ServiceNow • Follow standard operating procedures through use of knowledge articles • Provide support for PC/MAC, laptops, printers, cell phones, tablets/iPads • Support end users in applications such as Microsoft Office, VPN, Citrix, MDM and a variety of clinical/business applications • Proactively recognize potential Major Incidents • Document all steps performed in ServiceNow and ensure all fields are completed with accuracy • Provide timely updates to end users, resolver groups, and management • Flag knowledge articles for changes/updates, where appropriate • Complete any additional ad hoc tasks assigned • Works in compliance of the Occupational Health & Safety Act and its regulations, reporting hazards, deficiencies and contraventions of the Act, in a timely manner • At minimum, completion of a 2 year community college program in computer Science/Information Technology or recognized equivalent required • Minimum of 2-3-years experience working in an IT Support/Service Desk - Must have • All candidates will have to be shift flexible • Shift work is required including nights, weekends, and/or holidays • Excellent interpersonal and written communication skills • Understanding of Active Directory to unlock and reset passwords • Knowledge of network troubleshooting, including connectivity issues, locating IP or TCP/IP addresses, VPN software, supporting remote users • Ability to troubleshoot and resolve email issues, specifically MS Outlook • Active Directory knowledge (managing user accounts throughout their lifecycle, groups and OU management) • Detailed orientated, process focused, self-motivated and the ability to multitask • Communicates in a clear and concise manner, both written and verbal • Self-motivated team player • Ability to operate a personal computer and working knowledge of Windows 10/11, Microsoft Office and Outlook • ITIL v3/4 foundation Certification 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. • 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 i