Key Facts

Remote From:

Full time

English, French

Hard Skills

Help Desk Support Active Directory Microsoft Operating Systems Incident Management Call Center Experience System Level Troubleshooting Microsoft 365 Vendor Management Escalation Procedures E-Procurement +2 more

Other Skills

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Professionalism
•
Time Management
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Teamwork
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Verbal Communication Skills
•
Self-Motivation

Roles & Responsibilities

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

Requirements:

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

Lifemark Health Group

Health, Sport, Wellness & Fitness

About Lifemark Health Group

We are a proudly Canadian healthcare company, providing diversified healthcare services across the country. We have over 20 years of experience providing personal rehab services, independent medical assessments, seniors’ wellness and employer health and wellness programs. Our foundation is rooted in the strength of our healthcare professionals, who are leaders in their fields. We offer a number of rehabilitation programs and assessment services that are accredited by CARF International, an achievement that signals our commitment to high-quality services. Whether you’re a recent graduate just starting out on your career path or an experienced professional looking for a new opportunity, your journey to a better work life starts with Lifemark. We foster innovative thinking, invest in your career development so that you can provide the best care for others, support your personal health and wellness with a comprehensive rewards package and strive to make an impact in the over 200 communities across Canada where we live and work. Our award-winning workplace was recognized by The Globe and Mail and Morneau Shepell as one of 75 Employee Recommended Workplaces in Canada for 2018 and 2019 and by Waterstone Human Capital as one of Canada's Most Admired Corporate Cultures for 2019. You belong here. Join our team!

Company type: Large

Industry: Health, Sport, Wellness & Fitness

Founded: 2018

Company size: 1001 - 5000

Website LinkedIn See all jobs →

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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