help desk support jobs

At Nurse Next Door, we believe in Making Lives Better and that includes the lives of our clients, caregivers, and everyone we meet! As we continue to innovate and lead within home healthcare, technology, including responsible AI adoption, plays a critical role in how we scale, serve, and support our network.

The IT Specialist plays an important support role in helping our franchise network run smoothly by providing reliable day to day IT services, coordinating technology initiatives, and exploring new tools that improve how we work.

This role blends hands on help desk support with IT system coordination, ensuring our teams and franchise partners have the technology and service they need to deliver excellent care.

The IT Specialist also contributes to ongoing innovation, including the adoption of AI enabled tools that can improve workflows, reduce manual work, and enhance service delivery across the Nurse Next Door system.

Day-to-Day IT Support & Helpdesk Service

• Provide frontline IT support to franchisees and internal teams by troubleshooting technical issues and responding to helpdesk requests.
• Support core platforms such as AlayaCare, Axxess, RingCentral, Five9, and FranConnect to ensure smooth daily operations.
• Lead and solve help desk tickets service requests, ensuring timely resolution and a strong customer experience.
• Maintain clear documentation and knowledge base resources to improve consistency and reduce repeat issues.

IT Systems & Operational Support

• Assist with routine system updates, technology rollouts, and operational improvements across the franchise network.
• Help monitor IT systems for reliability, escalating issues when needed and supporting long-term stability.
• Work collaboratively with internal departments (Finance, Marketing, Care Services, System Performance, Finance, Operations) to ensure technology supports business processes effectively.

Project Coordination & Franchise Enablement

• Support IT projects by coordinating tasks, timelines, and communication with franchise partners and vendors.
• Assist in developing and delivering training materials that help franchisees follow Nurse Next Door’s “One Best Way” approach to IT systems and support.
• Provide guidance to franchisees during onboarding and transitions, helping them adopt tools and best practices quickly.

AI & Automation Support

• Contribute to the exploration and implementation of AI tools that improve service efficiency and reduce manual administrative work.
• Support automation initiatives such as workflow improvements in Five9, lead pipeline support, or reporting enhancements.
• Use AI driven insights to help identify recurring support issues and recommend practical solutions.
• Stay informed on emerging healthcare technology trends and support the organization’s efforts to innovate responsibly.

Partner & Vendor Collaboration

• Work closely with external technology partners (AlayaCare, Axxess, RingCentral, Five9, FranConnect) to support troubleshooting, upgrades, and service improvements.
• Communicate franchisee feedback to internal teams and vendors to strengthen systems and user experience.

Continuous Improvement & Innovation Mindset

• Bring curiosity and a problem solving mindset to daily IT support and service delivery.
• Support Nurse Next Door’s commitment to innovation by identifying opportunities where AI and digital tools can enhance care delivery and franchise success.

Capabilities & Experience

• 3–5 years of experience in IT support, helpdesk, or technical support roles
• Strong troubleshooting skills across hardware, software, and cloud-based systems
• Working knowledge of Microsoft 365 administration
• Understanding of basic networking concepts (VPN, DNS, firewalls, connectivity)
• Experience managing user access and permissions
• Familiarity with IT service management tools and ticketing systems
• Experience supporting multi-site or franchise environments is an asset
• Healthcare technology or EHR experience (AlayaCare or similar) is an asset
• Basic scripting or automation experience (PowerShell preferred) is a plus
• Strong customer service mindset with clear communication skills

We are an equal opportunity employer and love diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status.

Job Type: Full-time

Pay: From $70,000.00 per year

Ability to commute/relocate:

• Vancouver, BC V6J 1P2: reliably commute or plan to relocate before starting work (required)

Education:

• Secondary School (preferred)

Experience:

• Customer Service: 5 years (preferred)
• leading Help Desk: 3 years (preferred)
• IT project management: 1 year (preferred)

Work Location: In person