User Support Technician – Canada Summer Jobs

VHA Home HealthCare (VHA) is one of the largest not-for-profit home care providers in Ontario. Our team is made up of close to 3,000 caring and committed professionals who love what they do. Our providers tell us: “Home care is where I can truly make a difference. There is such a sense of accomplishment from helping people live independently at home.” Our teams work together to provide high quality, client-centred care to those who need it most in their homes, schools, retirement homes and other community settings. Many of our team members manage their own schedules in the community and they say, “The freedom and flexibility can’t be beat.” Providers form meaningful bonds with the clients and families they serve over time and are supported by a diverse regional team and beneficial home office programs. Team members tell us “I love the inclusive culture. I feel welcome and at home.” 

View more comments from our clients and their family members.

Pay Range

We are seeking:
User Support Technician – Summer Contract
Full-Time Contract position – 12 Weeks (35h/week)

Key tasks and responsibilities of the role:

• Take, and resolve where possible, initial (tier 1) telephone or email IT inquiries, across different hardware, software and networks
• Applying customer service first mindset to all interactions with the VHA team
• Endeavour to meet and exceed Service Level Objectives, such targets related to resolving incidents on the first call and time to resolution targets
• Properly document all related activities, including progress information, incident resolution and follow-up calls to users in our incident management tool
• Help with onboarding new employees, including setting up devices such as laptops, cellphones and tablets
• Ensuring accurate tracking of employee and device information across our systems
• Utilize, and help to grow, our knowledge base by keeping it organized and updating with new Standard Operating Procedures as new common incident resolutions are found
• Support ad-hoc IT initiatives/projects across the department
• Works within the policies, procedures and regulations as required by VHA and under the Ontario Health & Safety Act
• Observes Divisional rules and regulations, policies, procedures, practices and current legislation, in particular, the Human Rights Code
• Complies with all Health and Safety policies and procedures to ensure every reasonable precaution is taken for the protection of workers and clients and that health and safety concerns or incidents are responded to promptly
• Works cooperatively and constructively with other members of the staff
  Ensures confidentiality of client, employee, service provider and information is always maintained
• Undertakes other related and/or delegated duties

As this role is being funded by the Canada Summer Jobs program, the following are eligibility requirements:

• You are between 15 and 30 years of age at the start of the employment
• You are a Canadian citizen or permanent resident or person to whom refugee protection has been conferred under the Immigration and Refugee Protection Act (foreign students are not eligible)
• You are legally entitled to work in Canada in accordance with relevant provincial/territorial legislation and regulations
• You have a valid Social Insurance Number at the start of employment and be legally entitled to work in Canada in accordance with relevant provincial or territorial legislation and regulations

Desired Qualifications:

• At least one year experience working on an IT Service Desk is highly desirable
• Excellent problem-solving, communication and interpersonal skills, along with patience, and a customer service first mindset
• A willingness to learn and dig deep into issues to find a resolution
• Strong technical understanding of the various hardware, software and networking systems being supported
• Experience supporting mobile and web-based applications is preferred
• Excellent organizational skills, with a drive to meet service level objectives
• Excellent verbal and written communication skills with a willingness to share knowledge with colleagues in a collaborative environment
• Experience handling sensitive and confidential situations with diplomacy

What makes VHA’s compensation unique?

• Benefits and pension plan for permanent eligible employees

• Compensation for education and professional development

• VHA is a leading learning organization so we can provide you with comprehensive orientation and training at the start and throughout your career

• Mentorship and peer support

• Career development opportunities

• Employee and family assistance program

• Wellness resources

• Perks & discounts

• Staff & service provider events

Accommodation and VHA’s commitment to DEI

At VHA Home HealthCare (VHA), we passionately strive to uphold our commitments to being an Equal Opportunity Employer. We champion inclusion and diversity in all parts of our organization and are strong believers that a diverse workforce is key to the ongoing and future success of VHA. We aim to review all applicants with fair and unbiased recruitment practices where opportunities are presented based on merits, skills, and experience. VHA is committed to providing reasonable accommodation and our services are accessible and sensitive to the needs of diverse groups. If you require any accommodation, please let us know in advance as we are happy to comply.

How to Apply?

Our online application should take about 5 to 10 minutes to complete.

VHA is accredited with Exemplary Standing by Accreditation Canada; an RNAO Best Practice Spotlight Organization designate; and a founding member agency of United Way Greater Toronto.

Thank you to everyone who applies. We will review applications as they are received. We’ll only be contacting those selected for further discussion.

In every role and at every level, we lead with purpose, build bonds that matter, and we’re passionate about providing spectacular care.