IT Coordinator & Application Support Specialist

Position Summary:

The IT Coordinator & Application Support Specialist at PCH plays a dual role in managing day-to-day IT operations and providing end-user support for critical healthcare and administrative applications. This position ensures seamless technology performance to support clinical care, resident engagement, and administrative processes. The role combines technical expertise with strong communication skills to resolve issues, maintain system integrity, and enhance staff productivity in an efficient, timely and courteous manner. In addition, this role is required to lead an assist in various IT related projects as required.

Key Responsibilities:

IT Coordination

• Maintain and support IT infrastructure including desktops, laptops, printers, servers, phones, and peripherals.

• Manage IT asset inventory with real-time updates on equipment status, location, and assignments.

• Administer user accounts and access controls across systems to ensure data security and policy compliance.

• Monitor network performance and address connectivity issues.

• Coordinate hardware/software installations, updates, and configurations.

• Ensure operational readiness and testing of backup and business continuity systems.

• Conduct preventive maintenance on devices and liaise with external vendors for warranties and service agreements.

• Assist in developing and maintaining IT policies aligned with privacy and security standards (e.g., PHIPA).

• Prepare reports and presentation materials on IT activities and metrics.

• Support internal controls for data access and audit trail monitoring.

• Participate in and lead IT-related projects as required.

Application Support

• Provide first- to third-level support for critical systems, including EMRs (e.g., PointClickCare), eMAR, payroll, and scheduling systems.

• Conduct one-on-one or group training sessions to help staff use applications effectively.

• Troubleshoot and resolve software issues, escalating to vendors when needed.

• Collaborate with staff to evaluate system performance and suggest enhancements.

• Assist with application implementation, upgrades, and system rollouts.

• Document all support activities in the Incident Management System and contribute to a shared knowledge base.

• Generate system usage reports and assist with data extraction for audits and decision-making.

• Identify opportunities to improve service delivery and IT efficiency through user feedback and analytics.

Qualifications:

• College diploma or university degree in Information Technology, Computer Science, or a related field.

• Minimum 4 years of experience in IT support and application management, preferably in healthcare or long-term care (LTCH) environments.

• Proficiency with healthcare applications such as PointClickCare, GoldCare, or equivalent EMRs.

• Strong knowledge of Windows OS, Office 365, networking, and IT security best practices.

• Ability to communicate technical concepts clearly to non-technical users.

• Excellent problem-solving, time management, and multitasking skills.

• Familiarity with PHIPA, AODA, and other regulatory standards in healthcare IT.

• Experience with help desk systems and SLAs considered an asset.

Salary Range: $70,000 - $85,000