Description:
IT Support Technician
What You’ll Do
Reporting to the Director, Information Technology & Digital Innovation, the IT Support Technician, will support our mission across the entire operation (cloud, networks, systems, applications, AI tools, and data). This role carries a meaningful responsibility: the systems you support directly enable the delivery of care to most equity seeking communities.
The IT Support Technician serves as a Tier 2 desktop support specialist and a key member of our IT team, providing escalated technical support and systems administration across the workforce. You will handle complex helpdesk escalations, support Microsoft 365 environments, contribute to IT projects, and ensure our staff can work securely and effectively — no matter where they are.
Key Responsibilities
Technical Support & Troubleshooting
- Serve as escalation point for Tier 1 & 2 support tickets, resolving complex hardware, software, and connectivity issues
- Perform root-cause analysis and resolve issues across Windows and macOS endpoints, peripherals, and mobile devices
- Support staff and clinical users across low-bandwidth and rural environments
- Maintaining up-to-date documentation of technical support processes, solutions, and configurations internally, and externally
Microsoft 365 Administration
- Administer Microsoft 365 tenants including Exchange Online, SharePoint, Teams, Intune, Entra, etc.
- Manage user provisioning, licensing, group policies, and conditional access configurations
- Support OneDrive and SharePoint for secure document management
- Troubleshoot M365 service issues and liaise with Microsoft support when required
Health Data Privacy & Security Compliance
- Ensure IT practices align with PIPEDA, provincial health privacy legislation (e.g., PHIPA, HIA), and organizational data governance policies
- Support implementation of security controls including MFA, device encryption, and data loss prevention, including policy development, and support for audits
- Assist with privacy incident response, reporting, and documentation
- Participate in security awareness and training initiatives for clinical and non-clinical staff
- Support data loss prevention, backup systems, and DR
Service Management & Project Support
- Manage tickets through the ITSM platform, ensuring SLA adherence and accurate documentation
- Contribute to IT projects including system rollouts, device refreshes, and infrastructure upgrades
- Assist in developing and maintaining IT runbooks, SOPs, and end-user guides
- Support onboarding and offboarding workflows for staff and contractors
- Develop automations for the business
What You’ll Bring
- Diploma, or degree in a related IT field. An equivalent combination of education (e.g., diploma) and substantial hands-on experience may be considered
- A minimum of five (5) years of work experience in desktop support or IT helpdesk.