Job Description
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

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process,



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Skills and Requirements
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

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 current remote sites

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📌 Help Desk - Teir 1 Support (Ontario)
🏢 Insight Global
📍 Ontario