Job Description
PointClickCare is a leading North American healthcare technology platform enabling meaningful care collaboration and real‐time patient insights. For over 20 years, the company has been focused on realizing its vision: to help create a world in which providers and plans can confidently deliver frictionless care. Since its inception, PointClickCare has grown exponentially, with over 2,200 employees working to impact millions across North America. Recognized by Forbes as one of the top 100 private cloud companies and acknowledged by Waterstone Human Capital as Canada’s Most Admired Corporate Cultures, PointClickCare leads the way in creating cloud-based healthcare software.
At PointClickCare, we offer a wealth of opportunities and a vibrant culture that empowers our employees. Our dynamic environment is the perfect place to advance your career while engaging in meaningful work alongside incredible colleagues. Here, you’ll discover a space where your talents can thrive, your career can grow, and your work will have a lasting impact on healthcare across North America. We believe that work becomes profoundly fulfilling when driven by a higher purpose.
Join us and be part of a team that is making a real impact.
To learn more about us, check out Life at PointClickCare and connect with us on Glassdoor and LinkedIn.
About the Role:
Being part of the Technology & Support Services department, providing technical support to the staff of PointClickCare, as well as working hybrid onsite at the South Jordan, Utah office. This role will work cross functional with all departments, showcasing strong communication skills and adaptability in addition to the day to day, duties and responsibilities.
Key Responsibilities:
•Complete initial (T1) triage and technical support of all cases as they are submitted to the TSS department.
•Ensure proper routing of cases to correct teams within and outside the TSS department based on requested work or reported issue
•Help in setup and deployment of standard configurations for laptop computers and mobile devices
•Onboarding, Technology support and Help Desk solutions for the Utah Office.
•Investigating, providing and documenting workarounds for newly discovered incidents
Key Strengths:
•2-3 years of experience working within a customer-facing role. Experience within a retail, hospitality or customer service environment is considered an asset
•Knowledgeable in administrating Microsoft Applications, hardware setup and software setup/configuration (some networking)
•Experience working with and/or using Windows based systems, Apple OSX operating system, Microsoft Office and/or Office 365 considered an asset
•Working knowledge or hands on experience with virus protection software
•Excellent verbal and written communication skills
•Experience using ServiceNOW or a similar ticketing system to manage workloads
•Multi-task and manage a variety of diverse (and sometimes conflicting) requests, priorities and activities
•Ability to work a flexible schedule, which sometimes may include evening and or weekend hours as needed
• Open to On-Call rotations with other IT members to assure fulltime support for PointClickCare Onsite employees
Bonus Skills:
•Experience in removal of malware and viruses on user issued equipment
•Assist in New-hire employee onboarding
•Tracking, restocking and reporting for IT Asset Management and Inventory.
•Working with the ETS Manager to provide training services to PointClickCare staff on IT systems and equipment
•Providing technical support to remote offices as well as playing a key role in the technical onboarding of new remote sites
