Technology Support Specialist I (Onsite- Toronto)

Job description

At PointClickCare our mission is simple: to help providers deliver exceptional care. And that starts with our people. As a leading health tech company that’s founder-led and privately held, we empower our 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, making a real difference in millions of lives. We also reinvest a significant percentage of our revenue back into research and development, ensuring our employees have the resources to innovate and make a lasting impact. Recognized by Forbes as a top private cloud company and honored as one of Canada’s Most Admired Corporate Cultures, we offer flexibility, growth opportunities, and meaningful work. At PointClickCare, we empower our people to be the architects of a smarter healthcare future; one that is human-first and accelerated by AI to create meaningful and lasting change. 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. It all starts with our hiring practices where we uncover AI expertise that complements our mission, and we continue to invest in training and development to nurture innovation throughout the employee journey. Join us in redefining healthcare — so it doesn’t just survive, it thrives. To learn more about PointClickCare, check out [Life at PointClickCare](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fpointclickcare.com%2Flife-at-pointclickcare%2F&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586947941%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=dIKtrMG7L0sb%2FfLrFRvhcZAmfqfNXTXDTvMsoJkwGvM%3D&reserved=0) and connect with us on [Glassdoor](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.glassdoor.ca%2FOverview%2FWorking-at-PointClickCare-EI_IE452666.11%2C25.htm&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586978442%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=KVgSiL%2ByFmnpxTc5PmuErMwRNwDmTGqUzJIUSIm5fY0%3D&reserved=0) and [LinkedIn](https://can01.safelinks.protection.outlook.com/?url=https%3A%2F%2Fwww.linkedin.com%2Fcompany%2Fpointclickcare%2F&data=05%7C02%7CSandeep.Dhillon%40pointclickcare.com%7Ce9353db140a24fd980f808ddb00013f1%7Cafd0249eca3d42058bf4ac2b6abd0fec%7C0%7C0%7C638860236586994867%7CUnknown%7CTWFpbGZsb3d8eyJFbXB0eU1hcGkiOnRydWUsIlYiOiIwLjAuMDAwMCIsIlAiOiJXaW4zMiIsIkFOIjoiTWFpbCIsIldUIjoyfQ%3D%3D%7C0%7C%7C%7C&sdata=AFNWMltUX65iQ5E5LFYOrA9bKP10SzKQ7jwcti57q2E%3D&reserved=0). **\*\*Travel to Office expectations\*\*** **For Remote Roles**: If this role is remote, there will be in-office events that will require travel to and from the Mississauga and/or Salt Lake City office. These will include, but not limited to, onboarding, team events, semi-annual and annual team meetings. **For Hybrid Roles**: If this role is Hybrid, there will be an expectation to reside within commutable distance to the office/location specified in the job listing. This will include, but not limited to, weekly/bi-weekly/monthly events in the office with your specific team. This is a requirement for this role. ***Must be located in Toronto or Mississauga to be considered for eligibility*** **About the Role:** *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)*** **Key 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 **Key Strengths:** •2-3 years of experience working within a customer-facing role. Experience within a retail, hospitality or customer service environment is considered an asset **Hands-on experience with A/V equipment for boardroom setups.** •Knowledgeable in administrating Microsoft Applications, hardware setup and software setup/configuration (some networking) •Experience working with and/or using Windows based systems, Apple OSX operating system, Microsoft Office and/or Office 365 considered an asset •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 **Bonus Skills:** •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