Job Description

The System Support Specialist is tasked with delivering onsite IT hardware and software support to end users, ensuring prompt and professional responses to incidents and service requests. As a member of the Service Delivery team, the main objective of this role is to provide an outstanding user experience for all Mackenzie Health users across various locations. Essential for success in this role are strong customer service and communication skills, problem-solving capabilities, and expertise in end-user computing equipment and applications.

This position is strictly onsite with no possibility for remote work. The individual will need to be available to work any shift between 6 AM and 8 PM on weekdays, weekends, and holidays at either the Richmond Hill or Vaughan location. Additionally, a valid G driver's license and personal transportation are required, as the role involves traveling between various Mackenzie Health locations.

What must you have?

• Completion of a three-year college diploma or university degree in Computer Science, Information Technology, or a related field.
• Minimum of 3 years of progressive deskside/field support experience, preferably in a healthcare or other complex enterprise environment.
• A+ and ITIL V4 certifications — mandatory, not in progress.

What else do you bring?

• Strong hands-on experience troubleshooting Windows 10/11 and Microsoft 365 applications (Outlook, Teams, SharePoint, OneDrive).
• Demonstrated experience supporting and troubleshooting a diverse device ecosystem including desktops, laptops, thin clients, thick clients, and mobile devices (Android and iOS).
• Experience supporting and maintaining clinical workstations, including Workstations on Wheels (WOWs) and point-of-care devices.
• Hands-on experience with PC hardware troubleshooting, repairs, and reimaging tools.
• Experience with local and network printer setup and troubleshooting in a corporate environment.
• Experience troubleshooting virtual and cloud environments including Citrix, VMware, and Azure.
• Demonstrated ability to communicate clearly and professionally — both verbally and in writing — with non-technical users in high-pressure situations.
• Strong verbal and written communication skills with the ability to explain technical issues in plain language to clinical and administrative staff.
• Ability to stay composed and solution-focused in a fast-paced, high-demand environment.
• Highly self-motivated with strong attention to detail and follow-through.
• Able to manage and prioritize multiple incidents and requests simultaneously without compromising quality.
• Enthusiastic about adopting new technologies and adapting quickly to change.
• Proven attendance record and reliability.
• Demonstrates understanding and complies with patient and staff safety policies and procedures that foster a safe and inclusive environment for all.
• Effectively uses empathy in interactions with others and demonstrates behaviours consistent with Mackenzie Health's Commitment to Caring.

Preferably, your profile also includes:

• Entry level Azure and/or VMware certification.
• Experience with enterprise device management tools (e.g., SCCM, Intune, JAMF).
• Experience with project coordination and documentation.
• Familiarity with ITSM ticketing platforms (e.g., ServiceNow, Jira).

*You may be required to work at any site of Mackenzie Health.

---

Mackenzie Health is an inclusive and equal opportunity employer committed to providing accommodations for applicants upon request at any stage of the recruitment process in accordance with the Accessibility for Ontarians with Disabilities Act (AODA) and the Ontario Human Rights Code.

Our hiring process does not involve the use of artificial intelligence (AI) to screen, assess or select applicants.

We thank all applicants for their interest; however, only those under consideration for an interview will be contacted.