IT Support Technician - Tier 2 Desktop Support & Systems Administration

About the Virtual Health Hub:

The Virtual Health Hub is an innovative and rapidly growing organization dedicated to transforming healthcare delivery through community engagement and advanced virtual care technologies. By collaborating with partners across the public and private sectors, we improve access to quality healthcare for remote, Indigenous, and underserved communities in Saskatchewan. Our work spans clinical operations, research, and technology development, and is supported by a dynamic, multidisciplinary team. As a young organization experiencing rapid growth, we are building the systems, culture, and team that will support our long-term impact.

The Opportunity: IT Support Technician

What You’ll Do 

Reporting to the Director, Information Technology & Digital Innovation, the IT Support Technician will support our mission across the entire operation (cloud, networks, systems, applications, AI tools, and data). This role carries a meaningful responsibility: the systems you support directly enable the delivery of care to most equity seeking communities.

The IT Support Technician serves as a Tier 2 desktop support specialist and a key member of our IT team, providing escalated technical support and systems administration across the workforce. You will handle complex helpdesk escalations, support Microsoft 365 environments, contribute to IT projects, and ensure our staff can work securely and effectively — no matter where they are.

Key Responsibilities

Technical Support & Troubleshooting

• Serve as escalation point for Tier 1 & 2 support tickets, resolving complex hardware, software, and connectivity issues
• Perform root-cause analysis and resolve issues across Windows and macOS endpoints, peripherals, and mobile devices
• Support staff and clinical users across low-bandwidth and rural environments
• Maintaining up-to-date documentation of technical support processes, solutions, and configurations internally, and externally

Microsoft 365 Administration

• Administer Microsoft 365 tenants including Exchange Online, SharePoint, Teams, Intune, Entra, etc.
• Manage user provisioning, licensing, group policies, and conditional access configurations
• Support OneDrive and SharePoint for secure document management
• Troubleshoot M365 service issues and liaise with Microsoft support when required

Health Data Privacy & Security Compliance

• Ensure IT practices align with PIPEDA, provincial health privacy legislation (e.g., PHIPA, HIA), and organizational data governance policies
• Support implementation of security controls including MFA, device encryption, and data loss prevention, including policy development, and support for audits
• Assist with privacy incident response, reporting, and documentation
• Participate in security awareness and training initiatives for clinical and non-clinical staff
• Support data loss prevention, backup systems, and DR

Service Management & Project Support

• Manage tickets through the ITSM platform, ensuring SLA adherence and accurate documentation
• Contribute to IT projects including system rollouts, device refreshes, and infrastructure upgrades

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• Assist in developing and maintaining IT runbooks, SOPs, and end-user guides
• Support onboarding and offboarding workflows for staff and contractors
• Develop automations for the business

What You’ll Bring

• Diploma, or degree in a related IT field. An equivalent combination of education (e.g., diploma) and substantial hands-on experience may be considered
• A minimum of five (5) years of work experience in desktop support or IT helpdesk, with at least one (1) year at a Tier 2 level
• Excellent working knowledge of computer systems, network and systems administration, and administrative systems
• Strong proficiency with Microsoft 365 administration (Exchange, Teams, SharePoint, Intune, Azure AD)
• Excellent customer service skills with the ability to communicate technical concepts to non-technical users
• Proven ability to troubleshoot complex issues independently and under pressure
• Experience working with ITSM platforms (e.g., ServiceNow, Jira)
• Strong interpersonal skills supporting diverse teams in academic, administrative, and technical domains
• Strong analytical skills, with the ability to adapt, and step up in areas where needed

Preferred Qualifications

• Experience in a regulated environment with exposure to health data privacy requirements
• Familiarity with Canadian health privacy legislation (PIPEDA, HIPA, HIA, or equivalent)
• Microsoft certifications (MS-900, MD-102, AZ-900 or equivalent)
• CompTIA A+, Network+, or Security+ certification
• Exposure to clinical systems (EMR/EHR, telehealth platforms, medical devices)
• Project coordination experience — ability to manage tasks, timelines, and stakeholder communication

Salary Range

• $60,000 – $75,000

Location

This position will be required to work at our Saskatoon office with a planned office relocation to Whitecap, SK in Spring 2027.

How to Apply

Join us in shaping the future of Virtual Health Hub. Apply today by submitting your cover letter and resume (in one document) to careers@virtualhealthhub.ca with the subject line: ‘IT Support Technician’. The application deadline is July 17, 2026.