Onsite IT Support Specialist – Healthcare

Whitby Southeast, Canada | Posted on 11/03/2025

Welcome to Simnet Inc., adynamic and rapidly growing technologycompany that is revolutionizing the way businessesoperate. We are currently seeking talented individuals tojoin our team and help us continue our mission of creatinginnovative solutions that make a real difference in ourclient’s lives.

The Onsite Level I IT Support Analyst plays a critical role in ensuring the smooth operation of computer systems so that end users in a healthcare environment can perform their work effectively. This is a 100% onsite position — it cannot be performed remotely — and requires previous IT support experience in a healthcare setting.

In this role, you will receive, prioritize, document, and actively resolve end‑user help requests, escalating incidents when necessary to meet SLA expectations. Problem resolution may involve using diagnostic tools and help request tracking systems, as well as providing in‑person, hands‑on support at the desktop level, including hardware and peripheral assistance.

Salary Range: 50-60K

Key Responsibilities

• Provide first contact support of incoming requests to the service desk via telephone, web portal, email, and chat to ensure courteous, timely, and effective resolution of end‑user issues.
• Build rapport and elicit problem details from service desk customers.
• Prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician, when required.
• Record, track, and document the service desk incident‑solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Deploy pre‑packaged software using distribution tools and processes as requested by end users.
• Use remote tools and diagnostic utilities to aid in troubleshooting and perform hands‑on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined.
• Research solutions through internal and external knowledge‑base as needed.
• Identify and learn appropriate software and hardware used and supported by the organization.
• Install antivirus software and ensure virus definitions are up to date.
• Perform preventive maintenance, including checking and cleaning of workstations, printers, and peripherals.
• Understanding of basic VoIP principles.
• Conduct operating system patches and upgrades.

Requirements

• Formal Education & Certification
• College diploma or universitydegree in the field of computer science and/or 1+ years of solid IT help deskskills. Experience in managed services (MSP) or value‑added reseller (VAR)environment is a plus.
• Additional weight will be given to candidate with relevant IT certifications.
• MSCE, MCE or MCP certifications orequivalent certifications.
• Knowledge & Experience
• Understanding and hands‑onexperience with computer hardware, including printers and peripheral.
• Experience with desktop andserver operating systems, including Windows, Mac, Linux, Chrome OS, Android,and iOS.
• Experience working in or for a health care environment, whether in a clinic or hospital and accustomed to working with medical staff including Dr’s and physicians.
• Ability to support all MicrosoftOffice products.
• Working knowledge of a range of diagnostic tools such as Kaseya and TeamViewer.
• Basic understating of networkingand routing protocols such as DNS, TCP/IP, ports, protocols (HTTP, HTTPS).
• Working knowledge of MicrosoftActive Directory, Microsoft Exchange 2016 and Office 365.
• Experience working in anITIL‑driven environment and working knowledge of ITIL principles and processes. Certification required within 6 months of employment.
• Exceptional written and oralcommunication skills.
• Exceptional interpersonalskills, with a focus on rapport building, listening, and questioning skills.
• Experience maintaining timelyand accurate helpdesk records using the ticketing system; familiarity with ZohoDesk or other ticketing tools.

Benefits

• Extended health and dental care: We provideextended health and dental care benefits, helpingemployees save money on medical expenses and promotegood health practices.
• Group RRSP matching program: Simnetoffers a group RRSP matching program, helpingemployees plan for their financial future.
• Health spending account: Access to ahealth spending account to choose how you spend yourhealth care dollars and it can help cover expensesnot covered by traditional health benefits.
• Continuing education opportunities: We offeropportunities for professional development, such as trainingprograms or tuition reimbursement, we encourage employees togrow their skills and advance their careers.
• On‑site parking: On-siteparking provided, helping to reduce stress and save time!
• Casual dress code: Ditchingthe stuffy business attire. Employees can wearcomfortable clothing creating a more relaxed andenjoyable work environment.
• Free snacks and drinks: Whodoesn't love free food and drinks? We provide anarray of snacks and beverages to keep you energizedand motivated throughout the day.
• Company events and outings: We havemultiple company-sponsored events throughout the year,such as holiday parties or team-building activities!

If you are ahighly motivated individual with a passion for leadingand managing operations, and possess the skills andexperience we are looking for, we encourage you to apply forthis exciting opportunity and consider joining us at SimnetInc. We believeproviding excellent service and creating happy customers isthe way to create a valuable, enduring company thatpeople love. Let's worktogether to build a better future!

At Simnet we believediverse and inclusive teams perform better. We are an equal opportunityemployer and are committed to working with applicants requesting accommodationsduring our interview process.

We thank everyonefor their interest in Simnet, only those applicants that have been selected foran interview will be contacted.