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IT Support Specialist
2 weeks ago
**Entity**:WELL Health Technologies Inc.
**Position**:IT Support Specialist
**Reporting to**: IT Operations Director
**Type**:Full Time Permanent
**Location**:Vancouver (hybrid)
**Company Overview**:
**JOB DESCRIPTION**
The Company is currently searching for a motivated team player for a full-time IT Support Specialist role. Reporting to the Director, IT Operations, you play a key role in support of the computing environments of the WELL Health Headquarters, a network of lower mainland medical clinics, and end-user remote support of affiliated businesses, clinics, and offices.
**Responsibilities**
- Provide value-added technical support across all support tiers to WELL Health end users, both as in-person onsite support and through the utilization of remote support tools as applicable. (Some travel to clinic locations required)
- Maintain a general understanding of each individual workplace environment (Headquarters, clinic locations, external vendors)
- Monitor and respond to issues reported through the support ticketing system
- Document changes to the systems using change management best practices.
- Troubleshoot and resolve issues with user access to local, and/or cloud services
- Maintain a good understanding of upcoming changes and assist with user change management.
- Assist with monitoring and maintenance of Office 365 and associated services
- Onboarding and training/orientation of end-users
- Ensure end-user / Internal customer-oriented service delivery meets the business requirements (based on defined Service Level Agreements).
- Deliver a consistent process for the incident and problem escalation along with resolution in line with the sourcing governance framework.
- Champion the adoption of Office 365 services as appropriate for our business.
- Assist with the creation of user documentation, policies, and procedures around the proper use of Office 365 and associated services and support.
- Collaborate with other IT staff, including networking, security, EMR, & Apps teams, to facilitate effective issue resolution.
- Coordinate and work with 3rd party IT service providers to resolve technology and/or account issues as assigned
- Develop documentation with proper revision and version control practices, for use by either end-users or other IT team members
- Assist in adapting to company growth, by migration of tool stacks and data
- Participation in projects as assigned and appropriate, including projects related to onboarding of new lines of business, clinics, and M&A targets
**Work environment**:
Hybrid - Combination of working remotely and in the office. WELL IT has a workspace at the HQ office in Gastown, Vancouver. This position may be based from that location, with an option to work from home as required.
**Requirements**:
- Experience managing endpoint devices using Microsoft Endpoint Manager Admin center
- Proven experience with troubleshooting and installing the Microsoft Windows OS (current and recent versions), and general support of networked PCs and Macs overall
- While most support is focused during regular office hours, the nature of IT support in a medical setting sometimes requires support at times when the clinics are closed (evenings/weekends). Occasional off-hours support may be required.
- Valid BC Drivers license in good standing, as some travel to Greater Vancouver area clinics is required
- Access to a vehicle (owned/borrowed/subsidized carshare/etc.) when transporting computer and network equipment to clinics as needed
- _As a medical organization, Covid-19 vaccination and disclosure of status required_
**Preferable**
- Solid understanding of reporting, usage, and licensing through MS Office 365
- Apple OS support experience in a networked environment
- Working knowledge and ability to troubleshoot issues with DKIM, DMARC, SPF, DNS, & Web domain registrations.
- Advanced skills managing Office 365 using PowerShell an asset
- Good understanding of networking, with troubleshooting connectivity issues over wired and wireless access at the various business locations, and determining escalation when required
**Key Characteristics**:
- A focus on customer satisfaction and high-quality service delivery, with strong interpersonal skills and responsiveness
- Ability to multitask using time management skills such as prioritizing/organizing and tracking details and meeting deadlines of multiple projects with varying completion dates
- Mature and self-motivated professional able to work in a fast-paced and constantly changing environment with limited supervision
- Capability to work as an effective member of a distributed IT team
- Ability to relate the goals of IT service delivery to business goals
- Able to work collaboratively, in an open office environment and remotely
WELL is committed to supporting a diverse, inclusive, and accessible workplace. We welcome and celebrate the diversity of applicants and team members across ability, race, gender identity, sexual orienta
