IT User Support Technician / System Support Technician

Job Summary

The IT User Support Technician will serve as the primary on-site technical support resource across all three pharmacy locations. This role involves troubleshooting hardware, software, and network issues, maintaining system performance, and liaising with external vendors (including McKesson PTS) for escalated support.

The environment includes:

• 18 computers
• 9 printers
• 3 fax machines
• VOIP phone systems (3 main lines + extensions)
• Network infrastructure (Meraki firewall, Cisco switch, Ethernet-based connectivity)

Duties

• 1. User Support & Troubleshooting
• Provide first-level technical support to pharmacy staff (in-person, phone, remote)

2. Network & Systems Support

• Monitor and maintain LAN/WAN connectivity across all pharmacy locations
• Troubleshoot issues related to routers, switches, and Ethernet connections
• Ensure uptime and performance of pharmacy systems connected via McKesson PTS
• Support VPN and remote access where applicable

3. Vendor Liaison & Escalation

• Act as the primary liaison with McKesson PTS (Ontario) for advanced technical issues
• Escalate complex incidents and follow through to resolution
• Coordinate with external IT vendors and service providers

4. Hardware & Peripheral Management

• Install, configure, and maintain:
• Computers and workstations
• Printers and label printers
• Fax machines
• VOIP and analog phone systems
• Maintain inventory and lifecycle tracking of IT assets

5. Systems Maintenance & Security

• Perform system updates, patches, and antivirus maintenance
• Ensure compliance with healthcare data privacy and security standards
• Monitor system logs and proactively resolve issues

6. Documentation & Process Improvement

• Maintain IT documentation, SOPs, and troubleshooting guides
• Identify recurring issues and recommend system improvements
• Support standardization of IT processes across all locations
• Diagnose and resolve hardware, software, and connectivity issues
• Document and track incidents using a structured support process
• Train staff on system usage and best practices

Required Qualifications

• Diploma or degree in Information Technology, Computer Science, or Related field
• Minimum 2 years of experience in IT support, help desk, or system support roles
• Strong working knowledge of:
• Windows OS and desktop environments
• Networking fundamentals (TCP/IP, DNS, DHCP)
• Hardware troubleshooting and peripheral setup
• Experience supporting multi-site network environments
• Ability to work independently and manage multiple priorities

Preferred Qualification

• Familiarity with:
• Cisco / Meraki networking equipment
• VOIP phone systems
• Microsoft 365 and cloud-based tools
• Knowledge of IT service management frameworks (ITIL)

Core Competencies

• Strong problem-solving and analytical skills
• Excellent communication with both technical and non-technical users
• High attention to detail and documentation
• Ability to work in a fast-paced healthcare environment
• Customer-service oriented mindset

Work Conditions

• Travel between three pharmacy locations in Fort McMurray may be required
• On-call or after-hours support may be required occasionally
• Fast-paced, patient-focused healthcare environment

Why Join Mayjorad Group?

• Stable, growing healthcare organization
• Direct impact on critical pharmacy operations
• Opportunity to work with modern healthcare IT systems
• Supportive and collaborative work environment

How to Apply

Apply directly through Indeed.ca with your resume and a brief cover letter outlining your experience in IT support and network troubleshooting.

Do not contact any of the locations for details. Only shortlisted candidates will be contacted and have proof of Authorization to work in Canada.

Job Type: Full-time

Pay: $22.00-$27.00 per hour

Expected hours: 30 – 35 per week

Experience

• User Support: 2 years (required)

Language:

• English (required)

Location:

• Fort McMurray, AB T9H 2J4 (required)

Work Location: In person