Job Description
IT Helpdesk Agent Tier 1
Permanent-Full Time – Remote Opportunity
Salary: $40,000.00 to $45,000.00 per year
Expected Schedule: Hours of Operation Monday to Friday 7AM – 8PM EST set 8-hour shifts/40 hours/week as per business needs.
Who We Are:
Lifemark Health Group is a market leader in customized healthcare solutions. As one of the largest and most comprehensive providers in Canada, we continue to grow exponentially.
With that growth, is a vision to be the most innovative healthcare providers in community rehabilitation, workplace health and wellness and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.
When you join us, you’re not just taking on a job — you’re becoming part of a mission-driven, people-first culture where your leadership helps communities thrive.
The Opportunity: Bring your difference. Make a difference.
We're looking for an IT Helpdesk Agent Tier 1 to work remotely supporting our employees across the country with incoming ticket requests. Reporting to the Senior Helpdesk Manager, you'll have the ability to be part of an extremely collaborative work environment and provide exceptional client service.
Lifemark Perks:
- You will be issued a company laptop, home office monitor and peripherals
After your successful probationary period, you will:
- Have access to a yearly education re-imbursement fund
- Be eligible to sign up for 30% discount from Shopper Drug Mart purchases
- Contribute to an Employee Stock Ownership Plan (ESOP) with employer matching
- percentage
- Have paid vacation days as well as wellness days
- Have a choice to enroll in our Health & Dental Flex Life Benefits (or in lieu contribute to your
- RRSPs)
- Access to employee assistance program
Primary Responsibilities:
- Daily management of helpdesk tickets and level I support requests
- Communicate effectively with users, internal teams, and potentially external vendors to coordinate solutions.
- Provide clear and concise instructions to users, ensuring their satisfaction and understanding of solutions
- Identify and escalate complex or unresolved issues to the appropriate level of technical support
- Manage recommendation and obtain approvals for procurement of IT equipment and software
- Diagnose and resolve technical problems related to software applications
Core Competencies:
The ideal candidate will have:
- Excellent time management skills
- Strong verbal and written communication skills to explain technical issues to non-technical users.
- Ability to handle customer inquiries with patience and professionalism
- Work with different divisions understanding their needs
- Set clear expectations and define key performance indicators for self
- Work within a team environment providing insight when appropriate
- Ability to work with minimal supervision
Knowledge Requirements:
- Knowledge of Microsoft Windows operating systems and MS Office O365
- Understanding of remote management tools and techniques
- Experience with Microsoft Active Directory
- Working knowledge of CRM applications such as Zendesk, ServiceNOW
- Bilingualism (French/English) is an asset
Previous Experience:
- Previous Medium to Large Enterprise Customer Service experience is required
- Previous experience in IT support, Call Centre and/or Ticketing tool environment is required
Inclusion
We are committed to creating an inclusive environment where people from all backgrounds can thrive. Improving inclusion and equity is a collective responsibility. Lifemark promotes equal employment opportunities for all job applicants, including but not limited to those self-identifying as a member of the employment equity groups: Indigenous peoples, Newcomers to Canada, Women, and Visible minorities.
Accommodation
Accommodations are available on request for all candidates taking part in any aspect of the recruitment and selection process. Email us at talent @lifemark.ca
Visit and Apply today! Visit www.lifemark.ca/careers
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