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IT Support Specialist
Maple
Source: Headcount Labs · original listing ↗
Job data: Headcount Labs, ODbL 1.0. Job descriptions belong to their employers.
Posted 27 oct.
About this role
Build better healthcare together Maple’s purpose is to meet the world's healthcare needs. We’re Canada's leading on-demand healthcare platform, connecting patients with Canadian-licensed doctors, nurse practitioners and specialists. Today, we’re proud that over 8 million patients and 7,000 businesses and government partners have access to same-day, proactive and ongoing care. We enable people to take control of their health and push the boundaries of what’s possible every day. Bold minds. Big impact. A career at Maple is about making an impact. We empower bold thinking, surround you with an inspiring team and are driven by a motivating purpose. Here, you’ll do work that changes lives—including your own. The role We're looking for an IT Support Specialist to keep Maple's day-to-day technology running smoothly for our 200 (and growing) employees. This role is central to maintaining a dependable, high-touch support service across our hybrid workplace. In this position, you'll resolve technical requests, configure and ship hardware, manage application access, maintain precise inventory records, and refine the processes that make IT support seamless. You'll partner closely with Business Technology, Information Security, and People & Culture to deliver smooth onboarding/offboarding experiences, coordinate technology for company events, and power the tools that keep our team connected. Your responsibilities As the IT Support Specialist, you will: * Provide responsive technical support to Maple employees and contractors across the IT Help Desk, Slack and email * Drive employee onboarding, offboarding, and role transfers by provisioning software access and setting up, imaging, and shipping hardware * Maintain an accurate hardware inventory, overseeing 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, including 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 All-Hands and Town Halls), setting up presentation equipment for on-site attendees and hybrid video conferencing * Maintain and troubleshoot office audio/visual (A/V) and meeting room equipment * Author and update clear 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 What success looks like In your first 90 days, you'll learn Maple's core support channels, onboarding/offboarding workflows, hardware logistics, and office A/V systems. You'll resolve incoming tickets, update operational runbooks, support All-Hands presentations, and assist with IT office hours and security awareness campaigns. By the end of month three, you'll be independently resolving over 50% of monthly support requests. Over your first 12–18 months, you'll take full ownership of the technical aspects of onboarding/offboarding, hardware lifecycle management, and office technology maintenance. You'll help automate routine workflows, execute quarterly access audits and monthly security reviews, and maintain meticulous asset records. Success also means delivering a consistently positive in-person and remote support experience while building trusted partnerships across the organization and becoming a reliable, approachable point of contact for employees in the office. What you bring * 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 to guiding users via Slack, Google Meet, email, and support tickets * Practical experience with IT ticketing systems such as Jira Service Management, Zendesk, or Freshservice * Proven experience executing structured onboarding and offboarding workflows with close attention to detail * Ability to work on-site from our downtown Toronto office three days a week, with flexibility to support 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 It’s a bonus if you have: * Experience with Google Workspace Admin Console (user lifecycle management, group policies, and security settings) * Hands-on experience supporting conference room A/V technology, such as Zoom Rooms or Neat systems * Experience operating in a fast-paced startup or scale-up environment * Exposure to workflow automation tools (e.g., Zapier, Google Apps Script) or basic scripting skills (Bash, Python) Play to your strengths. Finding the right fit goes both ways—so this section is yours to complete. When you join, you'll add the unique strengths you bring that aren't captured above. How we'll support you We recognise our people's health is everything. That's why we take care of them. * Maple for you and your family: 24/7 access to general practitioners, pediatrics and mental health therapy for you and your family. Care starts on day one * Comprehensive health coverage: Medical, dental and life insurance because your peace of mind—and your loved ones—matter most * Health spending account: Extra funds to cover the essentials that make a difference, from new glasses to specialised therapy * Flex benefits: An annual budget built for your growth and well-being. Use it for professional development, wellness expenses or a one-time boost to your retirement savings. You choose what matters most * Health days: Life happens. We provide 10 dedicated days for rest, medical appointments or caregiving, so you can show up at your best * Destination days: Work from anywhere. Enjoy the flexibility to work internationally in eligible countries for up to ten days per year * Group retirement savings plan: We're here for the long haul. Invest in your future with our group retirement plan The details * Job type: Existing vacancy, full-time * Hiring manager: Manager, Information Technology * Location: Hybrid, 500 King St W, Toronto, ON * Start date: December 2026 * Vacation: 3 weeks * Pay range: $60,000-$68,000 Offers can vary depending on skills, experience and readiness to meet Maple's expectations for this level. We encourage open conversations about pay. If you have questions about how compensation works at Maple, you're welcome to ask at any point in the interview process. We're committed to the safety and security of our platform. Please note that any offer of employment is subject to a criminal record check (EPIC) and identity verification. Additional checks, including employment or education verification, may be conducted depending on the role's requirements. Use of artificial intelligence We don't currently use artificial intelligence (AI) or automated tools to screen, assess or select candidates. Every application is thoughtfully reviewed by our Talent Acquisition team or hiring managers.