Trillium Health Partners

IT Service Technician

System ID
Job Type
Full Time
Mississauga Hospital
Number of Positions

Job Description



Position:                                IT Service Technician (SSW) - Full Time

File #:                                     2021-23649

Status:                                   Permanent Full Time                                                         

Department:                        Information Services          

Site:                                       Credit Valley  Hospital


Internal Deadline:             


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 and the Queensway Health Centre, 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

When we set out to build our vision and future, we connected with our community - patients, families, visitors, physicians, staff and volunteers. The foundational goals of our new strategic plan - quality, access and sustainability - anchor everything we do. Our mission for a new kind of health care is built on an inter-connected system of care organized around patients - inside and outside the hospital.

At THP, we are relentless in providing high quality, compassionate care to our communities and take great pride in fostering an inclusive and accessible environment and we are all accountable for contributing to a healthy, safe and respectful environment for healing and promoting excellence in patient care though advancing patient and staff safety. If you are passionate about what you do, motivated to improve the health of the community, committed to excellence, quality and patient safety we would like you to join our Better Together team!


IT Service Technician

The role of the IT Service Technician is a customer service focused position that requires the candidate to work independently as well as part of a team to support the organizations defined service expectations. This position will be located at Shared Services West (SSW) offices in Burlington, Ontario. The primary responsibility and accountability is to resolve client technology issues and challenges in an efficient, timely and courteous manner via various communication methods including phone, voicemail, email and in person. In addition, this role is required to lead and assist in various IT related projects as required.



Shared Service West (SSW)

Established in 2001, SSW is a not-for-profit shared services organization with expertise in supply chain management, process optimization, and redevelopment planning. Working collaboratively with our stakeholders, we deliver cost efficient services with a focus on innovative solutions





This position will have dual-reporting role - primarily to the Manager, IT Customer Support at Trillium Health Partners (THP) and next to Director, Decision Support and Purchasing at Shared Services west (SSW)





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 Incident Management System and knowledge base;
  • Deploy hardware including printers, mobile devices, laptops/desktops etc.;
  • Act as technical lead for SSW related projects
  • 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;
  • Provide end-user training when required;
  • Provide ATPAR support for SSW member hospitals - Trillium Health Partners (THP), Halton Healthcare and William Osler Health System.
  • Actively seek opportunities for service improvement, recognizing the needs and expectations of the stakeholders;
  • Assist in cross training & documentation within immediate support team;
  • Ensuring alignment and synergies with THP’s Information System Team;
  • Other related duties as assigned.





Working within a multi-site organization, this role is responsible for providing all 2nd level IT support, including; deskside, applications, network, telecom, mobile device, and server support. 3rd level support will be provided by THP. The successful candidates may be required to work some shifts outside of daytime and weekday hours for projects and special initiatives. The primary work location will be at SSW Burlington office, however, site visits to Trillium Health Partners and member hospitals i.e. Halton Healthcare and William Osler Health System will be required. The successful candidate should have a valid driver’s license and a car to commute between sites.






  • University Degree or College Diploma in a computer related field or equivalent work experience
  • ITIL Foundations certification preferred
  • CompTIA A+ certification preferred;
  • Microsoft MCSA: Windows 7 and Windows 10 preferred;
  • Microsoft MCSE: Enterprise Devices and Apps an asset;
  • ATPAR knowledge preferred
  • Adobe’s EchoSign preferred



  • Experience in supply chain management and healthcare is an asset
  • 2+ years’ experience in providing customer support with a high level of professionalism
  • 5+ years of experience in PC Desktop support
  • Project Management Skills are preferred
  • Procurement experience is preferred
  • Experience supporting Windows 7/10 & Microsoft Office is required, certification is preferred
  • Office 365 experience is an asset
  • Direct hospital or healthcare experience is an asset


Skills and Abilities 

  • Strong client computing experience e.g. desktops, laptops, printers, mobile devices (iPhone etc.), multifunction devices, desktop phones, voicemail;
  • Solid skills in supporting common end user applications including Microsoft Office, Internet Explorer, Outlook, ATPAR etc.;
  • Strong troubleshooting skills with focus on root cause analysis;
  • Experience with tools and technologies such as Dell KACE, SCCM, Bomgar, Mobile Iron BYOD, Active Directory, Microsoft Exchange;
  • Knowledge of networking technologies such as VNP, TCP/IP, and wireless;
  • Experience with IT Service Management tools such as FrontRange ITSM / HEAT;
  • 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:


Trillium Health Partners is an equal opportunity employer committed to fostering a healthy, safe and respectful environment for healing, based on our values compassion, excellence and courage.  To be Better Together, we commit to fostering a respectful workplace culture that promotes a safe and supportive environment for everyone who provides care, supports caregiving, receives care or visits the hospital. 


 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. 


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