Senior Global Service Desk Specialist (It Technical Support)

***** Hybrid +3 times a week in the Toronto Downtown office *****

As the world leader in virtual care, Teladoc Health is passionate about taking care of people. We have been providing care in Canada for over two decades to more than 9 million Canadians and 85,000 plan sponsors. We deliver care across 175 countries (over 51 million members globally), living our mission to empower all people to live their healthiest lives by transforming the healthcare experience. Levering digital technology, we provide whole-person care that spans every stage in a person’s health journey from wellness and prevention to acute care to complex healthcare needs. Our Canadian team has doubled in size over the last two years, and our growth is expected to rapidly continue as we transcend the landscape of future healthcare.

Position Summary

Under the direction of the IT Manager, this Senior Global Service Desk Specialist (IT Technical Support) role will provide technical and troubleshooting support to employees in need of assistance with their computer hardware or software.

We’re looking for someone who cares and wants to be involved in our product, mission, and success - way beyond checking off tasks. And of course, at Teladoc you will enjoy true teamwork and lots of fun!

Role and Responsibilities

• Work in a 24X7 environment - this position requires someone who can come in early, stay late and assist on weekends as the business requires.
• Provide Desktop support and problem solving to end-users
• Tracking of hardware and software additions/changes
• PC hardware installation & troubleshooting
• Set up, support, and maintain in-house computer systems, desktops, laptops, mobile devices and peripherals.
• Desktop software installation and troubleshooting for local and remote users
• Create / Update FAQ’s and other technical documentation
• Participate in an On-Call rotation which requires after hours and weekend coverage.
• Log issues and resolutions in the tracking system, following up with users to ensure problems were fixed properly.
• Ensure accurate documentation of resolution information in the IT Technical Support knowledge management database.
• Keep peers and manager informed of trends, significant problems and delays.
• Identify and escalate client issues which may require changes to procedures, standards and systems.
• Provide user support for Microsoft Office products including Outlook, Teams, Excel, Word
• Participate in creation and editing of IT Support Standard Operating Procedures
• Perform other related duties as requested.
• Provide escalation support for Helpdesk Technicians
• Communicate the issue statuses and resolutions to stakeholders in a timely manner.

Qualifications and Education Requirements

• Microsoft 365, Azure AD
• PC configuration, general network operating systems and network topologies/protocols
• Mobile Device Management
• Bachelor's Degree in in Business, Marketing or related field (or equivalent in relevant work experience) required
• MAC OS and JamF
• Excellent customer service, organizational and prioritizing skills
• Remote access technologies (VPN, OKTA, Azure MyApps,)
• Bachelor’s degree in a STEM field required (years of relevant work experience may be substituted)
• Strong troubleshooting and research skills – highly curious in nature
• Windows operating systems and Microsoft Office products
• Active Directory user administration
• Automated application deployment (a plus)
• Excellent verbal and written communication skills
• Microsoft certifications a plus
• Knowledge of:
• Understanding of IT Ticketing Systems
• + 3-6 years’ experience working within a Help Desk, Call Center or NOC environment
• Disk level imaging solutions
• Able to work independently as well as in a team.

Why Join Teladoc Health?

A New Category in Healthcare: Teladoc Health is transforming the healthcare experience and empowering people everywhere to live healthier lives.

Our Work Truly Matters: Recognized as the world leader in whole-person virtual care, Teladoc Health uses proprietary health signals and personalized interactions to drive better health outcomes across the full continuum of care, at every stage in a person’s health journey.

Make an Impact: In more than 175 countries and ranked Best in KLAS for Virtual Care Platforms in 2020, Teladoc Health leverages more than a decade of expertise and data-driven insights to meet the growing virtual care needs of consumers and healthcare professionals.

Focus on PEOPLE: Teladoc Health has been recognized as a top employer by numerous media and professional organizations. Talented, passionate individuals make the difference, in this fast-moving, collaborative, and inspiring environment.

Diversity and Inclusion: At Teladoc Health we believe that personal and professional diversity is the key to innovation. We hire based solely on your strengths and qualifications, and the way in which those strengths can directly contribute to your success in your new position.

Growth and Innovation: We’ve already made healthcare yet remain on the threshold of very big things. Come grow with us and support our mission to make a tangible difference in the lives of our Members.

At Teladoc Health we thrive on difference and individuality. Teladoc Health is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

We are committed to fostering an inclusive, accessible environment, where all employees and customers feel valued, respected and supported. We are dedicated to building a workforce that reflects the diversity of our customers and communities in which we live and serve. If you require an accommodation for any stage of the recruitment process / interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please reach out to us at [email protected]