IT Service Desk Agent – Digital Technician

About the role

The Digital Technician (IT Service Desk Agent) joins UHN’s 24/7/365 service desk to provide first‑level technical support to staff, students and clinicians across the health network. Working in a fast‑paced environment, you will help resolve hardware, software and connectivity issues while delivering excellent customer service.

Key responsibilities

• Provide first‑level support via phone, email and chat, troubleshooting PC/Mac, laptops, printers, mobile devices and tablets.
• Document incidents and resolutions in ServiceNow, following standard operating procedures and knowledge articles.
• Support applications such as Microsoft Office, VPN, Citrix, MDM and various clinical and business systems.
• Identify and flag potential major incidents, update end users and resolver groups, and maintain accurate records.
• Contribute to knowledge‑base updates and perform ad‑hoc tasks as assigned.
• Adhere to Occupational Health & Safety regulations and report hazards promptly.

Required profile

• Completion of a two‑year community college program in Computer Science, Information Technology or an equivalent qualification.
• 2‑3 years of experience providing technical support in a service‑desk environment.
• Strong interpersonal and conflict‑management abilities with a focus on customer‑service excellence.

Required skills

• Proficiency with ServiceNow ticketing system.
• Support of Windows and macOS operating systems.
• Experience with Microsoft Office suite, VPN, Citrix and Mobile Device Management tools.
• Hardware troubleshooting for PCs, laptops, printers, smartphones and tablets.

What we offer

• Competitive hourly wage ranging from $31.41 to $47.11 CAD.
• Full‑time temporary position (37.5 hours/week) with 24/7 rotation.
• Opportunity to work in a leading research hospital environment.