Information Technology Support Specialist

About Orpyx

Orpyx is a leading digital therapeutics company that is committed to extending healthspan for people living with diabetes through personalized remote care. Our flagship product, the Orpyx SI® Sensory Insoles, is transforming diabetes care by helping prevent diabetic foot ulcers, a major complication of diabetes that can lead to amputation. Our dedicated remote patient monitoring team, comprised of credentialed providers and nurses, utilizes advanced data science methodologies to provide personalized support and triaged clinical escalation. With our whole-person approach, Orpyx empowers people to take control of their health, prevent debilitating complications and extend their healthspan. We are an ISO 13485 company committed to providing quality medical solutions that consistently meet customer needs and regulatory requirements.

Who we are

The people at Orpyx are flexible thinkers and creative innovators. We come from a variety of backgrounds and carry a wealth of expertise in multiple industries, including medical, technology, software, marketing, and finance. What we all have in common is an intense passion for the work we do. We have an extraordinary collection of talent that makes working here fun, unique and inspiring. Our hiring goal moving forward is to continue to build and grow a strong, effective team, while maintaining our friendly and innovative company culture.

What we offer

• Competitive salary
• RRSP matching program
• Employee stock option plan
• 3 weeks’ vacation, and paid flex and health days
• A great place to work, we have a sport team in Calgary, annual in-person events, and team events every second Friday
• Employer paid health care benefits after 3 months
• Doing work that matters: an opportunity to work with cutting edge medical technology at a growing company focused on extending the healthspan for people living with diabetes

What you’ll do

Reporting to the IT Manager and working as part of a cross-functional team, the IT Support Specialist oversees and performs a wide variety of IT support activities for Orpyx on-site and remote workers. The IT Systems and Support Specialist provides the day-to-day support to the Orpyx team and troubleshoots any network, hardware, or software issues as they arise.

This includes:

• Documenting al incoming help request in the IT ticket system problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Work with the Procurement Manager and the accounting team to procure all IT related equipment including but not limited to computer, laptops, peripherals, phones
• Administrating and managing various system user accounts, mailboxes, IT assets
• Identifying computer equipment and peripheral shortages and placing orders with vendors
• Maintaining accurate records and change management logs with IT support tickets and maintenance schedules
• Providing administrative support to the IT Manager with maintaining an accurate IT asset inventory
• Conducting the installation, configuration and management of computers, applications, and peripheral devices for on-site and remote Orpyx team members
• Coordination of end-user helpdesk hardware and software support requests
• Field incoming help requests from end users via teams, email and phone
• Supporting the IT Manager to organize, schedule, and complete upgrades and maintenance while minimizing employee work disruption
• Perform duties in a manner that is consistent with and committed to upholding the requirements of the quality management system
• Providing orientation, guidance, and recommendations to employees on how to operate new software and computer equipment as required
• Maintaining an accurate and detailed licensing inventory and control software licensing costs
• Staying current with IT technology and security trends to continually educate employees on IT best practices and security related issues to ensure safe usage of email, antivirus/malware threats and general Internet usage and precautions
• Perform post-resolution follow-ups to help requests.
• Continually surveying the IT environments identify opportunities for improvements, enhancements, and potential cost reductions
• Completing focused work while sitting for long period of time in front of a computer workstation
• Working closely with People & Culture team and company leadership to dispense IT equipment to employees and successfully onboard new hires
• Supporting IT projects
• Diagnosing, troubleshooting, and resolving desktop hardware, software, and SaaS application problems
• Safely lifting large objects up to 50 lbs. when required
• Maintain a clean, and safe working environment

Additionally, due to the ever-changing and sometimes chaotic environment of an early-stage high-tech company, the IT Support Specialist may assume additional responsibilities, as required.

What you’ll bring

• Outstanding organizational and time-management skills
• Possess a curiosity and willingness to learn anything and become proficient quickly
• Three years' experience in using and supporting project management, financial management, operating systems, and related applications
• Must have a strong attention to detail and possess a driven, high-quality attitude and work ethic
• Exceptional customer services skills and ability to remain professional and courteous while maintaining a significant and rapidly evolving workload
• Proficient knowledge of macOS and Windows operating systems, along with Apple and Android mobile devices
• Experience with MDM and deployment solutions as Workspace One, Kandji or Microsoft Intune are an asset
• Prior experience supporting and managing Atlassian products (JIRA, Confluence) are an asset
• Experience with managing and maintaining SAML/SSO solutions such as Okta, OneLogin or Ping Identity
• Ability to work under pressure with tight timelines
• Solid understanding Exchange Online, Microsoft Office 365 application suites and associated desktop applications
• Ability to support the full gamut of employee IT skillsets, from highly competent IT users like software developers, engineers, to individuals with limited computer experience
• Ability to commit to and to meet deadlines
• Experience with Microsoft Azure, Google Cloud Platform or Amazon Web Services are an asset
• Understanding of SOC2 or similar compliance frameworks
• Experience with SOC2 implementation is a definite asset
• Technical diploma or degree in Information Technology, Computer Science, or relevant industry experience (help desk support work, certifications such as CCNA, etc.)
• Understanding of basic networking concepts and troubleshooting skills
• Excellent English communication skills, both verbal and written
• Excellent diagnostic and problem-solving skills

The details

Employment Status: Permanent full time.

Schedule:40 hours per week from Monday to Friday. Peaks and valleys may be required periodically, depending on operational needs. This role is not overtime eligible.

Work Location: Calgary, Alberta. Please note that this position is required to work onsite at our Head Office located at Suite 205, 1240 – 20th Avenue S.E.

Application instructions and deadline: Please submit a cover letter and resume that outlines why your skills, experience and personality would make you an excellent candidate for this role at Orpyx by July 7, 2023.

For more information, visit: https://www.orpyx.com