IT Specialist - Networking & Support

Salary: $70,000 - 70,000 per year

Requirements:

• 3–5 years of experience in IT support, helpdesk, or technical support roles
• Strong troubleshooting abilities across hardware, software, and cloud-based systems
• Proficient in Microsoft 365 administration
• Basic understanding of networking concepts (VPN, DNS, firewalls, connectivity)
• Experience managing user access and permissions
• Familiarity with IT service management tools and ticketing systems
• Experience in supporting multi-site or franchise environments is a plus
• Healthcare technology or EHR experience (AlayaCare or similar) is a plus
• Basic scripting or automation experience (PowerShell preferred) is advantageous
• Strong customer service orientation with effective communication skills

Responsibilities:

• Provide frontline IT support to franchisees and internal teams by addressing technical issues and managing helpdesk requests
• Maintain core platforms such as AlayaCare, Axxess, RingCentral, Five9, and FranConnect to ensure smooth daily operations
• Oversee help desk tickets and service requests, ensuring prompt resolution and a satisfactory customer experience
• Keep clear documentation and knowledge base resources to improve consistency and minimize recurring issues
• Assist with routine system updates, technology rollouts, and operational enhancements within the franchise network
• Monitor IT systems for reliability, escalate issues as necessary, and support long-term stability
• Collaborate effectively with internal departments (Finance, Marketing, Care Services, System Performance, Operations) to ensure technology aligns with business processes
• Coordinate tasks, timelines, and communication with franchise partners and vendors for IT projects
• Aid in creating and delivering training materials to help franchisees adhere to Nurse Next Doors One Best Way approach to IT systems and support
• Provide support and guidance to franchisees during onboarding and transitions to help them adopt tools and best practices swiftly
• Contribute to the exploration and implementation of AI tools that enhance service efficiency and lessen manual administrative work
• Assist in automation initiatives like workflow improvements in Five9, lead pipeline support, or reporting enhancements
• Utilize AI-driven insights to identify recurring support issues and propose practical solutions
• Stay updated on emerging healthcare technology trends to support the organizations innovation efforts
• Collaborate closely with external technology partners (AlayaCare, Axxess, RingCentral, Five9, FranConnect) for troubleshooting, upgrades, and service enhancements
• Relay feedback from franchisees to internal teams and vendors to strengthen systems and improve user experience
• Embrace a mindset focused on continuous improvement and innovation by identifying opportunities where AI and digital tools can elevate care delivery and franchise success

Technologies:

• AI
• Cloud
• Hardware
• Support
• Marketing
• Microsoft 365
• Network
• PowerShell
• VPN
• Office 365

More:

At Nurse Next Door, we are committed to Making Lives Better for our clients, caregivers, and everyone we encounter. As a leader in home healthcare, we incorporate technology, including the responsible use of AI, into our operations to scale and enhance our support network. The IT Specialist will play a vital role in our franchise network, providing dependable IT services, coordinating technology projects, and exploring innovative solutions that enhance our daily operations. This is a full-time position located in Vancouver, BC, where we foster an inclusive workplace and celebrate diversity.

last updated 45 week of 2026