Help Desk Technician

1 week ago

Toronto, Ontario, Canada CareRx Corporation Full time

About CareRx
CareRx is Canada's leading provider of specialty pharmacy services to seniors.

We serve more than 92,000 residents in over 1,500 seniors and other communities (long-term care homes, retirement homes, assisted living facilities, and group homes).

We are a national organization with a large network of pharmacy fulfillment centres that allows us to deliver medications in a timely and cost-effective manner.

We take an active role in working with our home operator partners to promote resident health, staff education, and medication system quality and efficiency.


Whether you do your best work in a dispensary, in a clinical setting, in an office, or on the road, we have a place for you.


Your Day To Day

  • Plan, prioritize, diagnose, and resolve technical hardware, software, and network issues; escalate help desk tickets requiring urgent attention.
  • Ensure helpdesk tickets are kept uptodate, with accurate information in the corporate ticketing system.
  • Deploy and configure desktops and laptops with associated hardware and peripherals.
  • Manage AD and local user accounts and their access control based on company policies.
  • Assist with phone system administration and maintenance.
  • Cell phone management and maintenance.
  • Faxes: troubleshooting, testing, printtofax setup, driver installs
  • Assist in evaluating hardware and software upgrades.
  • Setup VPN clients on enduser devices
  • Software installation/troubleshooting (Windows, MS Office, Kroll, Chrome, Adobe, Visio, Remote Desktop setup, etc.)
  • Ensure documentation is uptodate and maintained.
  • Proactively monitor systems for uptime, security, and availability
  • Maintain IT company asset information.
  • Work with both external vendors and internal stakeholders to maintain customer service levels.
  • Order IT inventory from various vendors.
  • Follow up with customers and users to ensure the complete resolution of issues.
  • Stay current with system information, changes, and updates.
  • Help update training manuals for new and revised software and hardware.
  • Provide training to users, as necessary.
  • Participate in various IT projects.
  • Participate in rotating oncall support.
  • Required to work from our downtown Toronto office for a minimum of two days per week (currently Tuesday and Thursday).

What You Bring To The Team

  • Excellent working knowledge of enduser relevant hardware (workstation, laptop), software (OS and Office suite), and other equipment (document scanner, printer).
  • Experience with Windows, Azure and O365, Hyper-V
  • Handson with the MDM solution and cell phone setup and maintenance.
  • A good understanding of network protocols and services
  • Experience researching, analyzing, and interpreting automated system problems.
  • Related experience and training in troubleshooting and providing help desk support.
  • Must be able to work individually or with a team in a fastpaced, dynamic environment
  • Ability to build and maintain strong team relationships
  • Customer serviceoriented
  • Excellent Verbal and Written communication skills
  • Excellent organization and time management skills
  • Strong analytical and problemsolving skills
  • Ability to handle customer inquiries and escalate as needed
  • Ability to work in a fastpaced environment
  • Must be able to time manage priorities and be very organized
  • Must have a positive "gogetter" attitude and be always cooperative with the team and direct supervisor.
  • Adaptability and accountability.

Additional Assets

  • Degree or diploma in a related IT program.
  • Industryrecognized accreditation, e.g., CCNA, Network+, Microsoft, etc.
  • Experience integrating cloudbased services.
  • Handson experience

Application Process:

Please note this position requires in-person presence at our Toronto office on Tuesdays each week.

  • All applicants must successfully pass satisfactory background screening (depending on the role
  • Criminal Record Check, Education Verification, Current Professional Registration) and referencing. Background screening will be completed after an offer of employment has been extended and accepted._

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