IT Helpdesk Technician (Remote)

We are currently seeking a Full Time IT Specialist to join our team. As a Full-Time employee, you will be required to work 37.5 hrs/week and provide 24/7 rotating on-call support with escalation to the Manager, IT. As a member of the Information Technology department, the individual will be required to ensure operational excellence, technical service, data security, supports people and teams and ensures health and safety within their role.
Pay: $27.19 - $28.84 per hour

PRIMARY FUNCTIONS:

Provide Tier 1–2 technical support for end users across multiple sites via ticketing system, including troubleshooting hardware, software, SaaS applications, telecommunications, and mobile devices
Administer and support user accounts, access controls, and group policies in Active Directory and cloud-based identity platforms, in accordance with the Systems Access Matrix
Configure, deploy, and support endpoint devices (Windows laptops/desktops, tablets, smartphones) using standardized images and mobile device management (MDM) tools
Support a hybrid and remote workforce, including VPN connectivity, secure remote access, and endpoint compliance
Monitor and respond to endpoint security alerts, antivirus events, and cybersecurity dashboards; escalate incidents as required
Perform software, OS, and firmware updates, patching, and lifecycle management for end-user devices
Support unified communications systems including VoIP, voicemail, conferencing, and call-centre technologies
Maintain and support physical security systems, access control, and building technology in coordination with vendors
Assist with onboarding and offboarding processes, including account provisioning, hardware deployment, and asset recovery
Collaborate with the Systems Administrator on infrastructure maintenance, upgrades, and documentation
Provide user training, technical documentation, and knowledge-base contributions to improve self-service and service delivery
Participate in a 24/7 rotating on-call schedule with defined escalation procedures

POSITION REQUIREMENTS:

• College Diploma in Information Technology, Computer Systems, or a related field
• 2+ years of experience in an IT Help Desk, Technical Support, or Systems Support role
• Strong working knowledge of Windows 11, Windows Server (2019/2022), Active Directory, and Microsoft 365
• Experience supporting cloud-based and SaaS platforms (e.g., SharePoint, collaboration tools, line-of-business applications)
• Experience supporting mobile devices and MDM solutions for iOS and Android
• Familiarity with cybersecurity best practices, endpoint protection, patch management, and incident escalation
• Experience supporting VPNs, remote access technologies, and hybrid work environments
• Experience with VoIP, unified communications, and telephony systems
• Understanding of backup, data protection, and recovery concepts (on-prem and cloud-based)
• Strong customer service orientation with excellent communication, time-management, and problem-solving skills
• Ability to prioritize tasks, work independently, and manage multiple concurrent requests in a fast-paced environment
• Experience working in healthcare, non-profit, or regulated environments is considered an asset

• 2+ years of experience in an IT Help Desk or technical support role
• Hands-on experience with mobile device management (MDM) for iOS and Android
• Exposure to endpoint security tools and basic cybersecurity incident response
• Experience with IT asset management, inventory tracking, and device lifecycle management
• Experience supporting healthcare, non-profit, or other regulated environments

Community College Diploma in Information Technology or related field (required)
Valid Ontario driver’s license and insurance in accordance with organizational policy (required)
CompTIA A+, Network+, or Security+ certification
Microsoft certifications (e.g., Modern Desktop Administrator or equivalent)
Must be legally eligible to work in Canada
Acclaim Health is an equal opportunity employer and is actively working towards a more inclusive, diverse and equitable world. We recognize that our work environment is stronger - and our care more effective - when it includes people of equity-seeking groups, including those of varying race, ancestry, place of origin, colour, ethnic origin, citizenship, creed, sex, sexual orientation, gender identity, gender expression, age, family status or disability status.
Please note - only those applicants selected for interview will be contacted.
Should you require accommodation during the recruitment and selection process, please inform human resources so we can ensure your equal participation in this process.