Technology Support Specialist I (Onsite
Job description
About the role
You are the trusted first point of contact for colleagues experiencing technology issues, guiding them toward swift resolutions that keep daily operations smooth. You will own the initial intake and triage of all support requests, applying methodical diagnostics to determine the best path forward. In this human-first, AI-augmented environment, you will use AI tools to enhance your problem-solving speed and accuracy while communicating clearly with diverse stakeholders. You will partner closely with cross-functional teams, acting as an ambassador for the Employee Technology Services department and reinforcing a culture of collaboration and continuous improvement. Every interaction you manage will reflect the company's mission of delivering exceptional care through reliable and thoughtful technology support.
Key facts
What you'll do
Investigate and resolve technical incidents at the initial point of contact, maintaining rigorous documentation throughout the lifecycle of each case.
Route requests accurately to internal or external teams based on scope and complexity, ensuring issues are handled by the most appropriate resource.
Deploy and configure standard laptop and mobile device setups, validating that each device meets security and operational standards before user acceptance.
Serve as the primary technology support resource for the Toronto Downtown Office at The Well, handling both scheduled and ad hoc user needs.
Document creative workarounds and temporary fixes for newly discovered incidents, turning reactive solutions into repeatable knowledge.
Leverage AI capabilities to streamline diagnostic processes, automate repetitive tasks, and support more informed decision-making in a timely manner.
Coordinate closely with the broader Technology & Support Services team to align incident response with company priorities and regulatory requirements.
Utilize tools such as ServiceNOW to track, prioritize, and manage workloads while balancing multiple competing requests under tight deadlines.
Collaborate with hardware and software specialists to configure, test, and roll out new systems, applications, and integrations as part of proactive improvement initiatives.
Support the onboarding of new PointClickCare employees by ensuring they have the necessary technology ready on day one and feel confident using their tools.
Track and contribute to IT asset management activities, including inventory oversight, hardware lifecycle coordination, and responsible recycling of equipment.
Provide advanced guidance and training to PointClickCare staff on the effective use of IT systems, hardware, and security tools.
Extend technical support to remote offices, helping to maintain consistent service levels across distributed locations.
Partner with the ETS Manager to design and deliver training programs that strengthen technical literacy and user independence across the organization.
Requirements
Must be located in Toronto or Mississauga to be considered for eligibility.
Bring 2-3 years of professional experience in customer-facing roles, with retail, hospitality, or customer service experience viewed as a strong asset.
Demonstrate hands-on familiarity with A/V equipment used in boardroom environments and the ability to set up or troubleshoot such setups as needed.
Show competence administering Microsoft Applications, configuring hardware, and performing software setup tasks, including basic networking concepts.
Have practical experience with Windows based systems, Apple OSX operating system, Microsoft Office, and Office 365, with a preference for candidates comfortable switching between platforms.
Maintain a working knowledge of virus protection software and basic cybersecurity practices to help safeguard company and user data.
Exhibit excellent verbal and written communication skills, with the ability to explain technical concepts clearly to non-technical colleagues.
Use ServiceNOW or a similar ticketing system to manage workloads, demonstrating comfort with structured processes and detailed record-keeping.
Juggle multiple, sometimes conflicting priorities, managing a diverse range of requests, activities, and stakeholders without compromising quality or deadlines.
Be prepared to work a flexible schedule that may include evenings or weekends, aligning with business needs and support coverage requirements.
Openly participate in on-call rotations with other IT team members to ensure uninterrupted, full-time support for PointClickCare onsite employees.
Commit to upholding the company's standards for professionalism, empathy, and accuracy in every interaction.
Adhere to all internal policies and procedures related to data privacy, security, and regulatory compliance in a technology services context.
Approach each incident with curiosity and persistence, seeking root causes and sustainable resolutions rather than quick patches.
Embrace continuous learning, staying current with new tools, updates, and best practices that enhance the employee experience.
Nice to have
Hands-on experience removing malware and viruses from user issued equipment.
Experience using AI in a technical capacity to assist in automating daily workflows.
Ability to assist in new-hire employee onboarding and ensure they have a positive technology start.
Track, restock, and report on IT assets and inventory to support accurate lifecycle management.
Collaborate with the ETS Manager to provide training services to PointClickCare staff on IT systems and equipment.
Provide technical support to remote offices and play a key role in the technical onboarding of new remote sites.
Practical notes
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 or bi-weekly or 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.