Technology Support Specialist I (Onsite- Toronto)

PointClickCare•Toronto, ON

7d•CA$55,000 - CA$60,000•Onsite

About The Position

A successful candidate will be part of the Technology & Support Services department, working on the Employee Technology Services team providing tier 1 technical support to the staff of PointClickCare, as well as working at the PointClickCare IT Bar in the Toronto, Downtown Office (The Well). PointClickCare is a leading health tech company that empowers employees to push boundaries, innovate, and shape the future of healthcare. With the largest long-term and post-acute care dataset and a Marketplace of 400+ integrated partners, our platform serves over 30,000 provider organizations. We reinvest a significant percentage of our revenue back into research and development. Recognized by Forbes as a top private cloud company and honored as one of Canadaâ€™s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. Employees harness AI as a catalyst for creativity, productivity, and thoughtful decision-making. By integrating AI tools into our daily workflows, collaboration is enhanced, outcomes are improved, and every team member has the proficiency to maximize their impact.

Requirements

2-3 years of experience working within a customer-facing role.
Hands-on experience with A/V equipment for boardroom setups.
Knowledgeable in administrating Microsoft Applications, hardware setup and software setup/configuration (some networking).
Working knowledge or hands on experience with virus protection software.
Excellent verbal and written communication skills.
Experience using ServiceNOW or a similar ticketing system to manage workloads.
Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities.
Ability to work a flexible schedule, which sometimes may include evening and or weekend hours as needed.
Open to On-Call rotations with other IT members to assure fulltime support for PointClickCare Onsite employees.

Nice To Haves

Experience within a retail, hospitality or customer service environment is considered an asset.
Experience working with and/or using Windows based systems, Apple OSX operating system, Microsoft Office and/or Office 365 considered an asset.
Experience in removal of malware and viruses on user issued equipment.
Experience using AI in a technical capacity to assist in automating daily workloads.
Assist in New-hire employee onboarding.
Tracking, restocking and reporting for IT Asset Management and Inventory.
Working with the ETS Manager to provide training services to PointClickCare staff on IT systems and equipment.
Providing technical support to remote offices as well as playing a key role in the technical onboarding of new remote sites.

Responsibilities

Complete initial (T1) triage and technical support of all cases as they are submitted to the TSS department.
Ensure proper routing of cases to correct teams within and outside the TSS department based on requested work or reported issue.
Help in setup and deployment of standard configurations for laptop computers and mobile devices.
Onboarding, Technology support and Help Desk solutions for the Toronto, Downtown Office (The Well).
Investigating, providing and documenting workarounds for newly discovered incidents.