IT Support Specialist - Jobs in Vancouver, BC

Job Description

Entity: WELL Health Technologies Inc.Position: IT Support SpecialistReporting to: IT Operations DirectorType: Full Time PermanentLocation: Vancouver (hybrid)Company Overview:WELL Health Technologies Corp is an omnichannel digital health company whose overarching objective is to empower doctors and healthcare practitioners to provide the best and most advanced care possible while leveraging the latest trends in digital health. As such, WELL owns and operates primary and executive healthcare clinics in both Canada and the US. WELL operates a global digital Electronic Medical Records (EMR) business serving thousands of healthcare clinics and health systems of all sizes and operates a multi-national portfolio of telehealth services which includes one of the largest telehealth service providers in Canada. WELL is also a provider of digital health, billing and cybersecurity-related technology solutions. WELL’s wholly-owned subsidiary CRH Medical provides various products and services that support thousands of Gastroenterology physicians in the US. WELL’s wholly-owned subsidiary MyHealth is a specialty care, telehealth services, and accredited diagnostic health services provider that owns and operates 48 locations across Ontario. WELL is an acquisitive company that follows a disciplined and accretive capital allocation strategy. WELL is publicly traded on the Toronto Stock Exchange under the symbol "WELL." For more information, visit: www.well.company.JOB DESCRIPTIONThe 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
• User account management in Office 365 and similar applications
• 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 supporting and maintaining end-users in an Office 365 environment, including MS Teams, SharePoint, OneDrive, Outlook, and the Office productivity applications
• 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.
• Experience with migrating email and associated services from legacy environments into Office 365
• 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 orientation, and perspective. We strive to create an inclusive workplace where differences are celebrated and fuels our success – this is the WELL Way!Quick Apply

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