Technology Support Specialist I (Onsite- Toronto)

Socket.dev; Toronto; On-site; CAD 52,000 - 68,000; Full time

Benefits offered by this job

Benefits from Day 1

Retirement plan matching

Flexible PTO

Wellness programs

Parental & caregiver leaves

Fertility & adoption support

Development support program

Employee assistance program

Diversity & inclusion communities

Employee recognition

Job summary

PointClickCare in Toronto, Downtown Office (The Well), seeks a Technology & Support Services specialist to provide tier 1 IT support to staff and assist in onboarding and ongoing help desk activities.

You will triage and route tickets, deploy standard configurations for laptops and mobile devices, and support office AV setups for boardrooms and events in Toronto. Flexibility for occasional after-hours and on-call rotations is required.

Qualifications

• 2–3 years in a customer-facing role, preferably in retail, hospitality, or similar.
• Hands-on experience with boardroom AV setups.
• Experience with Windows and macOS, Microsoft Office 365, and antivirus software.

Responsibilities

• Complete initial triage and provide tier 1 technical support for all cases.
• Route tickets to correct teams and ensure timely resolution.
• Assist with setup and deployment of standard laptop and mobile configurations.
• Support onboarding and IT help desk for the Toronto Downtown Office (The Well).
• Investigate and document workarounds for newly discovered incidents.

Skills

Customer service

A/V setup

Windows OS

macOS

Office 365

Virus protection

Communication

Multi-tasking

Ticketing experience

Tools

ServiceNow

Job description

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

#LI-MG1

#Onsite #Toronto

PointClickCare Benefits & Perks:

• Benefits starting from Day 1!
• Retirement Plan Matching
• Flexible Paid Time Off
• Wellness Support Programs and Resources
• Parental & Caregiver Leaves
• Fertility & Adoption Support
• Continuous Development Support Program
• Employee Assistance Program
• Allyship and Inclusion Communities
• Employee Recognition … and more!

It is the policy of PointClickCare to ensure equal employment opportunity without discrimination or harassment on the basis of race, religion, national origin, status, age, sex, sexual orientation, gender identity or expression, marital or domestic/civil partnership status, disability, veteran status, genetic information, or any other basis protected by law. PointClickCare welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Please contact [e-mail] should you require any accommodations. As part of our commitment to a streamlined and equitable hiring experience, PointClickCare uses AI tools to assist with candidate screening and assessment.

When you apply for a position, your information is processed and stored with Lever, in accordance with Lever’s Privacy Policy. We use this information to evaluate your candidacy for the posted position. We also store this information, and may use it in relation to future positions to which you apply, or which we believe may be relevant to you given your background. When we have no ongoing legitimate business need to process your information, we will either delete or anonymize it. If you have any questions about how PointClickCare uses or processes your information, or if you would like to ask to access, correct, or delete your information, please contact PointClickCare’s human resources team: [e-mail]

PointClickCare is committed to Information Security. By applying to this position, if hired, you commit to following our information security policies and procedures and making every effort to secure confidential and/or sensitive information.