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About the Role
Maple is seeking an IT Support Specialist to ensure the smooth operation of technology for its growing team of 200+ employees in a hybrid work environment. This role is crucial for delivering high-touch support and maintaining dependable technology services.
Responsibilities
- Provide responsive technical support to employees and contractors via Help Desk, Slack, and email.
- Manage employee onboarding, offboarding, and role transfers by provisioning software access and setting up, imaging, and shipping hardware.
- Maintain accurate hardware inventory, including device check-ins/check-outs, shipping logistics, returns, procurement, and end-of-life retirement.
- Configure, troubleshoot, and maintain Mac and Windows devices.
- Execute system administration tasks such as application integrations, deployments, migrations, and software upgrades.
- Perform monthly security reviews and quarterly application access audits in collaboration with the Information Security team.
- Partner with People & Culture to execute technology for company events, including setting up presentation equipment for on-site and hybrid attendees.
- Maintain and troubleshoot office audio/visual (A/V) and meeting room equipment.
- Author and update IT process documentation, technical runbooks, and employee self-help guides.
- Host regular IT training and awareness sessions, including office hours, Lunch & Learns, and security tip sharing.
- Proactively identify and implement improvements to recurring IT workflows and service processes.
Requirements
- 2+ years of IT support experience in a corporate or Software as a Service (SaaS) environment.
- Hands-on experience configuring, troubleshooting, and maintaining Mac and Windows hardware and OS environments.
- Strong communication skills with a customer-centric, patient approach.
- Practical experience with IT ticketing systems (e.g., Jira Service Management, Zendesk, Freshservice).
- Proven experience executing structured onboarding and offboarding workflows with close attention to detail.
- Ability to work on-site from the downtown Toronto office three days a week, with flexibility for company events and critical on-site IT needs.
- Hands-on experience managing hardware logistics, including inventory control, shipping, returns, and procurement.
- Familiarity with Mobile Device Management (MDM) platforms (e.g., Iru/Kandji, Jamf).
- Familiarity with Identity and Access Management (IAM) tools (e.g., Okta, JumpCloud, Microsoft Entra ID / Azure AD).
- Solid foundational knowledge of networking concepts, including Wi-Fi troubleshooting, VPNs, and familiarity with cloud-managed networks (e.g., UniFi, Cisco Meraki).
- Strong interest in building documentation and streamlining IT operations.
- Familiarity with core security practices, including endpoint protection, phishing response, and access control audits.
Skills
- Mac hardware and OS
- Windows hardware and OS
- IT ticketing systems
- Hardware logistics
- MDM platforms
- IAM tools
- Networking concepts
- Documentation
- IT operations streamlining
- Security practices
- Google Workspace Admin Console
- Conference room A/V technology
- Workflow automation tools
- Basic scripting
Location
- Hybrid, 500 King St W, Toronto, ON
Work Type
- Full-time
- Hybrid
Experience Level
- 2+ years of IT support experience
Salary/Compensations
- $60,000-$68,000
Benefits
- 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family.
- Comprehensive health coverage: Medical, dental and life insurance.
- Health spending account.
- Flex benefits for professional development, wellness expenses or retirement savings.
- 10 Health days for rest, medical appointments or caregiving.
- Destination days: Work from anywhere internationally for up to ten days per year.
- Group retirement savings plan.
- 3 weeks vacation
About the Company
- Maple’s purpose is to meet the world's healthcare needs.
- Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists.
- Over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care.
- Enables people to take control of their health and push the boundaries of what’s possible every day.
- A career at Maple is about making an impact.
- Empowers bold thinking, surrounds you with an inspiring team and is driven by a motivating purpose.
- Do work that changes lives—including your own.