IT Technician / Technicien Informatique

Job Location: ELNA Decarie Square -6900 Boulevard Décarie, Côte-Saint-Luc QC H3X 2T8

Job Overview

ELNA is seeking a dedicated and customer-oriented Level 1 IT Technician to provide front-line support for our medical clinics and head office locations. As an integral member of our IT team, you will troubleshoot hardware, software, and network issues while ensuring minimal downtime for end-users. This role is essential in maintaining the day-to-day operations of IT systems in a healthcare setting, requiring both technical expertise and excellent communication skills.

The ideal candidate must be perfectly bilingual in both English and French, as they will be supporting a diverse range of staff and clients across multiple locations. Additionally, the IT Technician will be on call 24/7 on a rotational basis to ensure critical issues are addressed promptly outside of regular business hours.

Key Responsibilities:

• Provide first-level technical support for desktops, laptops, printers, and other peripherals in both clinical and office environments.
• Respond to and resolve IT support requests in a timely and efficient manner via phone, email, or ticketing system.
• Troubleshoot hardware and software issues, including operating systems, applications, and network connectivity.
• Install, configure, and maintain IT equipment such as workstations, printers, and network devices in clinics and head office locations.
• Assist in setting up and managing user accounts, passwords, and permissions in accordance with IT policies.
• Maintain documentation for support tickets, system configurations, and troubleshooting processes.
• Collaborate with Level 2/3 IT teams when escalating more complex issues.
• Perform basic network troubleshooting (LAN/WAN, Wi-Fi) and escalate to network engineers when necessary.
• Support clinic staff with specialized healthcare software and equipment (e.g., electronic medical records (EMR) systems).
• Follow security protocols and guidelines to ensure compliance with healthcare data protection standards (e.g., Law25, Law5, HIA, PIPEDA, PHIPA, PCI).
• Be available for 24/7 on-call support on a rotational basis to handle urgent technical issues outside regular working hours.
• Provide on-site support for both clinics and the head office as required.
• Perform other duties as assigned to support the clinic network and the central support office.

The Ideal Candidate will possess:

• Must be bilingual in English and French, both spoken and written.
• 1-2 years of experience in a similar IT support role.
• Knowledge of Windows operating systems, Microsoft Office Suite, and basic networking concepts.
• Familiarity with healthcare IT systems such as EMR, PACS, or other clinic management software (preferred but not required).
• Basic understanding of Active Directory, account management, and user permissions.
• Strong problem-solving skills with a focus on customer service and communication.
• Ability to work both independently and as part of a team.
• Valid driver’s license and willingness to travel between clinic locations.
• Ability to handle on-call support responsibilities on a rotating basis.

Context and Environment:

The ideal candidate must thrive in a fast-paced, high-pressure, and technically complex environment where attention to detail is critical for providing effective support. This role requires the ability to sit at a computer workstation, monitor screens, and use a telephone headset for extended periods. You may be required to work unconventional hours, including weekends, holidays, late nights, and early mornings, to meet the needs of the organization. Professionalism, patience, and self-control are essential, particularly when managing upset customers or high-stress situations. Frequent travel to various clinic locations is required, along with the ability to perform moderate to heavy lifting and transportation of IT equipment, such as computers and monitors. The Technician must be available for 24/7 on-call support on a rotational basis to handle urgent technical issues outside of regular working hours. Additionally, the successful candidate must be able to pass internal and government-mandated security screenings.