Job Description

Position Summary

At CareRx, we are shaping the future of senior care through pharmacy services that make a real difference. As Canada’s trusted leader in specialty pharmacy services for long-term care, retirement and congregate living communities, we are committed to enhancing the health of Canadians with unique and complex medication needs. Our goal is to improve clinical outcomes and provide personalized care every step of the way.

CareRx is looking for a Help Desk Technician to join our IT team and primarily provide user support and customer service to CareRx staff for company-supported computer applications and platforms. The technician will be actively involved in troubleshooting problems and supporting end users and IT management on resolution actions. This job is located in Burnaby.

Why you should join CareRx

Collaborative Team: Work with colleagues who share a passion for shaping the future of senior care.

Make a Real Impact: Feel fulfilled knowing your work directly benefits others within the communities we serve.

Flexible Benefits: For eligible roles, enjoy flexible medical and dental coverage that fits your needs.

Defined Work Schedule: Offers a healthy work-life balance with predictable hours.

Focus on Care: Work in an environment where your clinical expertise takes priority — without the demands of retail pharmacy.

Supportive Culture: Be part of a respectful, inclusive workplace where collaboration, connection and shared purpose drive everything we do.

Stability and Growth: Join a well-established Canadian company with a strong foundation for job security and opportunities to grow your career.

Appreciation in Action: We recognize great work through peer-nominated awards, team shout-outs and everyday moments of appreciation.

Celebrations and Community: From cultural events to team socials and holiday fun — we make time to connect, celebrate and enjoy the moments that bring us together.

Role Accountabilities:

• Respond to requests for technical assistance in person, via phone, chat, or email, following standard help desk procedures.
• Plan, prioritize, diagnose, and resolve technical hardware, software, and network issues; escalate help desk tickets requiring urgent attention.
• Ensure helpdesk tickets are kept up-to-date, with accurate information in the corporate ticketing system.
• Deploy and configure desktops and laptops with associated hardware and peripherals.
• Manage AD and local user accounts and their access control based on company policies.
• Assist with phone system administration and maintenance.
• Cell phone management and maintenance.
• Faxes: troubleshooting, testing, print-to-fax setup, driver installs
• Assist in evaluating hardware and software upgrades.
• Setup VPN clients on end-user devices
• Software installation/troubleshooting (Windows, MS Office, Kroll, Chrome, Adobe, Visio, Remote Desktop setup, etc.)
• Security: Provide access to security camera footage, email phishing, spam, and quarantine verification
• Ensure documentation is up-to-date and maintained.
• Proactively monitor systems for uptime, security, and availability
• Maintain IT company asset information.
• Work with both external vendors and internal stakeholders to maintain customer service levels.
• Order IT inventory from various vendors.
• Follow up with customers and users to ensure the complete resolution of issues.
• Stay current with system information, changes, and updates.
• Help update training manuals for new and revised software and hardware.
• Provide training to users, as necessary.
• Participate in various IT projects.
• Participate in rotating on-call support.

What You Bring To The Team

• Excellent working knowledge of end-user relevant hardware (workstation, laptop), software (OS and Office suite), and other equipment (document scanner, printer).
• Experience with Windows, Azure and O365, Hyper-V
• Hands-on with the MDM solution and cell phone setup and maintenance.
• A good understanding of network protocols and services
• Experience researching, analyzing, and interpreting automated system problems.
• Knowledge of relevant call and ticket tracking applications
• Related experience and training in troubleshooting and providing help desk support.
• Must be able to work individually or with a team in a fast-paced, dynamic environment
• Ability to build and maintain strong team relationships
• Customer service-oriented
• Excellent Verbal and Written communication skills
• Excellent organization and time management skills
• Strong analytical and problem-solving skills
• Ability to handle customer inquiries and escalate as needed
• Ability to work in a fast-paced environment
• Must be able to time manage priorities and be very organized
• Must have a positive “go-getter” attitude and be always cooperative with the team and direct supervisor.
• Adaptability and accountability.
• Will be required to be on on-call rotation evenings and weekends.

Additional Assets

• Degree or diploma in a related IT program.
• Industry-recognized accreditation, e.g., CCNA, Network+, Microsoft, etc.
• Experience integrating cloud-based services.
• Hands-on experience

Compensation Range: $48,000 - $53,000 (annual salary) Actual pay rate will be based on the individual candidate’s credentials and experience.

Location: This is an on-site role at our office at 8525-8501 Commerce Crt Burnaby BC, V5A4N3.

Work Shifts: Monday to Friday, 8am-4pm/ 10am-6pm with on-call rotations including weekends. On-call expectation is approximately 1 week a month.

Opportunity: This is a current existing position

AI Disclosure: CareRx does not use AI to screen candidates

Application Process:

CareRX welcomes and encourages applications from people with disabilities. Accommodations are available upon request for candidates taking part in all aspects of the selection process. Interested, qualified candidates are encouraged to apply.

All applicants must successfully pass satisfactory background screening (depending on the role - Criminal Record Check, Education Verification, Current Professional Registration) and referencing. Background screening will be completed after an offer of employment has been extended and accepted.