IT Support Specialist

About Maple

Founded in 2015, Maple is a fast-growing health tech company with a vision to power the future of healthcare by building a connected and superior experience for patients, doctors, nurse practitioners and other types of health providers.

We offer virtual care services across multiple distribution channels, including Direct-to-Consumer ("B2C"), Employers and Private Insurers ("B2B") and Public Sector Institutions ("B2I"). With a growing network of 2,000+ healthcare providers and nearly 4 million Canadians with access to our services, Maple is one of Canada’s fastest-growing virtual care companies.

We have established an entrepreneurial culture centered around our purpose to support people’s health and well-being and to strengthen the healthcare system. We attribute our success to our team, who has helped us achieve numerous noteworthy awards including: LinkedIn's Top 10 Startups, Deloitte Canada’s Technology Fast 50, Globe & Mail's Top Growing Companies in Canada, North America’s Inspiring Workplaces, and Glory Professional’s The Power 50: Canada’s Most Impactful Companies.

THE POSITION

We’re looking for a tech-savvy, proactive IT Support Specialist to join our growing team. As an IT Support Specialist, you’ll play a hands-on role in supporting the tools and technology that power our work.

Reporting to the Manager, Information Technology, you’ll work together to support a hybrid workforce of :170 employees across Canada, making sure our people have what they need to work securely, effectively, and without disruption —whether remote or in-office.

This role is ideal for someone who brings more than just technical skills—you’ve had exposure to support tools and ticketing systems, know how to communicate with users at all levels, and are energized by solving problems and improving processes. You’ll not only resolve issues but also help us level up how IT collaborates across the company.

YOUR IMPACT

• Keep Maple’s hybrid team up and running by solving day-to-day IT issues quickly and carefully
• Set new hires up for success by leading the technical side of onboarding—devices, access, and everything in between
• Support smooth offboarding by managing system access and device return logistics
• Troubleshoot and resolve hardware, software, and account-related issues across our internal tools
• Manage accounts and permissions in tools like Google Workspace, Okta, Zoom, and Slack
• Maintain and improve internal documentation to make tech support more consistent and self-serve
• Coordinate hardware shipping, repairs, replacements, and office tech logistics when needed
• Identify opportunities to streamline support workflows, reduce friction, and improve the employee experience
• Champion security and compliance in day-to-day operations, keeping data and devices safe
  
  
  

12 – 18 MONTH DELIVERABLES

In your first 90 days, you’ll build context on Maple’s IT systems, workflows, and support structure while establishing relationships across the company. You’ll take ownership of core ticketing and support workflows, lead onboarding logistics, and begin identifying quick wins to improve the employee experience.

Over the following 12 to 18 months, you’ll be a key driver in evolving how IT support operates at Maple. You’ll contribute to process and system improvements, drive support automation efforts, and help build scalable, well-documented workflows. You’ll deepen your technical skills while having real influence on how IT enables productivity and collaboration across the business.

CANDIDATE PROFILE

• 2+ years of experience (including internships) in IT support, supporting a mix of remote and in-person employees, customers, or end-users.
• Hands-on experience with both Apple macOS, iPadOS, iOS, Google Android, and Microsoft Windows devices, with experience using MDM tools like Kandji, Jamf, or similar
• Experience administering and troubleshooting tools like Google Workspace, Zoom, Slack, Okta, and 1Password
• Experience with support ticketing systems such as Jira Service Management, Zendesk, or Freshservice
• Comfortable managing user access and security settings, with a strong understanding of IT fundamentals
• Basic knowledge of networking (e.g., VPNs, Wi-Fi troubleshooting, Unifi or Meraki systems)
• Strong communication skills and a customer service mindset—you’re responsive, clear, and focused on resolving issues efficiently
• Ability to manage multiple priorities and work independently, while keeping systems organized and documentation up to date
• Proactive and solutions-oriented—you notice gaps, raise ideas, and care about getting to the root cause
• Familiarity with IT security best practices, including endpoint protection, phishing reporting, awareness training, and user access audits
  
  
  

Not checking every box? Please apply anyway. We understand that candidates have different experiences that may make them a fantastic fit for this position, and for Maple. We value equity, diversity, and inclusion, and we’re committed to providing fair and equal opportunities to all applicants. We also want to provide an accessible interview process, so if there’s any accommodations that would make your experience more comfortable, please let us know.

OUR CORE VALUES

• We are a team: We’re team Maple. We’re better together. We support each other, face challenges collectively, and are united in a belief that we can make a positive difference in healthcare, as one
• We can do big things: We’re bold. We know that if we push the boundaries, and inspire each other to dream bigger and think differently, we will realize our incredibly ambitious goals
• We celebrate wins and own mistakes: We empower each other to own our contributions. We celebrate and learn from our achievements, and we recognize and learn from our mistakes
• We get better every day: We never settle. We’re always learning and improving, always seeking feedback, and we tackle challenges with a belief that better is always possible—in ourselves, our processes, our products and our services
• We’re all the way in: We’re fully committed. We strive for excellence, are driven by our purpose, and we act with urgency to fulfill it every day
  
  
  

WORKING AT MAPLE

We want you to love working at Maple—feeling challenged, supported, and cared for. Just as we strive to grow and improve, we encourage you to embrace the same mindset as you work toward your personal best. Together, we can learn, develop, and power the future of healthcare. At Maple, your success is our success.

We care about your health and well-being. Here’s how we’ve got you covered:

• Competitive benefits package: health, dental, counselling, and life insurance coverage to care for you and your loved ones
• Health spending account: extra funds for wellness essentials like eyeglasses, therapy, and more
• Wellness budget: recharge with activities that fuel your well-being—fitness classes, mindfulness tools, and beyond
• Maple access: virtual healthcare for you and your family, including general practitioners, pediatrics, and therapy consultations
• Paid health Days: 10 extra days for when life happens—rest, appointments, or caregiving included
• Destination5: work internationally in eligible countries for up to 5 days per year.
• Retirement savings plan: invest in your future with our group retirement savings plan
• Branch out budget: $1,000 annually to pursue professional development and fuel your growth
  
  
  

Other

• Job type: Full-time
• Hiring manager: Manager, Information Technology
• Location: Hybrid, 225 Richmond St W #201, Toronto, ON M5V 1W2 (3 days per week)
• Start date: June 2025
• Vacation: 3 weeks
  
  
  

Please note that any offer of employment may be subject to verification of employment and education background checks, including a criminal record check.