IT Support Technician

About the Organization

Virtual Health Hub is a fast-growing, forward-looking organization focused on improving healthcare delivery through community partnership and virtual care technology. By working with public and private sector partners, it helps expand access to quality care for remote, Indigenous, and underserved communities across Saskatchewan. Its work combines clinical operations, research, and technology development, supported by a multidisciplinary team that is currently building the systems, culture, and capabilities needed for long-term impact.

Role Overview

The IT Support Technician will report to the Director, Information Technology & Digital Innovation and provide support across the organization’s cloud, networks, systems, applications, AI tools, and data environment. This position plays an important role in enabling care delivery for equity-seeking communities. The role functions as a Tier 2 desktop support specialist and contributes to broader IT operations, helping staff work securely and efficiently from anywhere.

Key Responsibilities

• Act as an escalation point for Tier 1 and Tier 2 tickets, resolving difficult issues involving hardware, software, and connectivity.
• Investigate root causes and fix problems affecting Windows and macOS devices, peripherals, and mobile equipment.
• Provide support to staff and clinical users working in low-bandwidth and rural settings.
• Keep technical support procedures, solutions, and system configurations documented and current, both internally and externally.
• Administer Microsoft 365 services, including Exchange Online, SharePoint, Teams, Intune, and Entra.
• Handle user setup, license assignment, group policy management, and conditional access settings.
• Support OneDrive and SharePoint to maintain secure document storage and collaboration.
• Diagnose Microsoft 365 service problems and work with Microsoft support when needed.
• Ensure IT practices follow PIPEDA, provincial health privacy laws such as PHIPA and HIA, and internal data governance standards.
• Help implement security measures such as multi-factor authentication, device encryption, and data loss prevention, while supporting policy work and audits.
• Assist with privacy incident handling, reporting, and recordkeeping.
• Take part in security training and awareness efforts for both clinical and non-clinical teams.
• Support backup, disaster recovery, and data loss prevention processes.
• Manage support tickets in the ITSM system with attention to SLA targets and accurate records.
• Contribute to IT initiatives such as system deployments, device refreshes, and infrastructure improvements.
• Help create and maintain runbooks, standard operating procedures, and end-user documentation.
• Support onboarding and offboarding processes for employees and contractors.
• Build automations to improve business workflows.

Requirements

• Diploma or degree in an IT-related discipline, or an equivalent mix of education and substantial hands-on experience.
• At least 5 years of experience in desktop support or IT helpdesk work, including a minimum of 1 year at Tier 2 level.
• Strong working knowledge of computer systems, network and systems administration, and business administrative systems.
• Hands-on expertise with Microsoft 365 administration, including Exchange, Teams, SharePoint, Intune, and Azure AD.
• Excellent client service and communication skills, with the ability to explain technical matters to non-technical audiences.
• Demonstrated ability to diagnose and resolve complex issues independently and under pressure.
• Experience using ITSM tools such as ServiceNow or Jira.
• Strong interpersonal skills and the ability to support varied teams across academic, administrative, and technical functions.
• Analytical thinking and adaptability, with a willingness to step into different areas as needed.
• Preferred: experience in a regulated environment involving health data privacy requirements.
• Preferred: familiarity with Canadian privacy legislation such as PIPEDA, HIPA, or HIA.
• Preferred: Microsoft certifications such as MS-900, MD-102, or AZ-900, or an equivalent credential.
• Preferred: CompTIA A+, Network+, or Security+ certification.
• Preferred: exposure to clinical systems such as EMR/EHR platforms, telehealth tools, or medical devices.
• Preferred: project coordination experience, including managing tasks, timelines, and stakeholder communication.

Location

This role is based in the Saskatoon office, with a planned relocation of the office to Whitecap, Saskatchewan in Spring 2027.

Application Instructions

Applicants should submit a cover letter and resume together in one document by email using the subject line “IT Support Technician.” The application deadline is July 17, 2026.

Salary

The compensation range for this role is $60,000 to $75,000.