Help Desk Technician

About Careica

At Careica Health, we support sleep and respiratory care through a network of clinics and in-home services throughout Western Canada. Behind every great patient experience is technology that just works—and that’s where you come in. Our staff depend on reliable, secure technology across multiple sites to help deliver patient-first care, every time.

The Help Desk Technician Opportunity:  For Problem-Solvers Who Love Turning “It’s Broken!” Into “Wow, Thank You!”

Are you someone who gets genuine satisfaction from helping people and solving puzzles with technology? Do you enjoy being the calm, friendly voice when someone’s day is disrupted by a tech issue? If you’re energized by variety, teamwork, and making a real difference behind the scenes — this could be the role for you. 

At Careica Health, technology quietly powers patient care across clinics, company vehicles and homes. As a Help Desk Technician, you’ll be right at the heart of that experience — keeping our teams connected, productive, and confident in the tools they use every day.

What does a Help Desk Technician do?

A typical day might start with a coffee in hand and a quick look at your ticket queue — and then you’re ready to dive in. You’re the first friendly point of contact when someone runs into a tech challenge, whether that’s a locked account, a printer that refuses to cooperate, or a laptop that’s just having one of those days. 

You thrive on variety. One moment you’re helping a team member reset access so they can get back to work, the next you’re setting up new hardware for a new hire or walking someone through a solution step-by-step — patiently, clearly, and without jargon. You take pride in turning frustration into relief. 

You don’t just fix things; you communicate, document, and follow through. Tickets don’t fall into a black hole on your watch — you keep them updated, escalate thoughtfully when needed, and make sure nothing slips through the cracks. Along the way, you notice patterns, suggest improvements, and help make technology easier for everyone. 

What You’ll Be Responsible For

Serve as the primary point of contact for technical support requests (in person, via email, and via ticketing system).

Provide Level 1 troubleshooting for desktops, laptops, peripherals, printers, mobile devices, and standard software applications.

Perform account provisioning, password resets, access requests, and basic user onboarding/offboarding tasks.

Maintain and update tickets with accurate documentation and follow-through to resolution.

Escalate issues to Network Administrators, Software Developers or the Manager, IT as required, ensuring clear handoff and context.

Assist with maintaining IT asset inventory, including equipment tracking and updates.

Collaborate with the IT team to identify recurring issues and suggest improvements to processes, tools, and user education.

Participate in projects that enhance user experience and operational efficiency.

The Experience We’re Looking For?

1–3 years of experience in a technical support, help desk role or customer facing role.

Strong troubleshooting skills across Windows environments, Office 365, and common business software.

Experience with user account management (e.g., Active Directory, Azure AD) is a plus.

Familiarity with basic networking concepts (Wi-Fi, VPN, DNS, DHCP) preferred.

Comfortable supporting end users at varying levels of technical ability.

Excellent communication skills with a calm, patient, service-oriented approach.

Ability to manage multiple tasks, prioritize effectively, and follow through reliably.

What We’re Looking for in You!

Someone who enjoys helping people and solving problems.

A team player who communicates clearly and proactively.

Someone who takes ownership of tasks and sees them through.

A continuous learner who is curious about technology and eager to build their skills.

The Deets

This is a full-time gig, with a 37.5-hour work week

Remuneration is highly-competitive including wage, an annual profit-sharing bonus and other perks

It comes with benefits galore, including a comprehensive health plan, RRSP matching, and three weeks’ vacation

Did we mention that your vacation and health benefits start immediately?

Why Careica

Purpose-driven work that directly supports patient care

A growing organization where your contributions matter and you have opportunity to learn and build your career

Supportive teammates who value collaboration and knowledge-sharing

A role where your work makes a real, daily impact — even if it’s behind the scenes

What Happens Next?

Please attach your resume and optional cover letter, then answer the skill testing questions. If you’d like to learn more about Careica Health, visit our website at https://careicahealth.com/#