IT Support I

At AlayaCare, we’re more than a rapidly growing SaaS company, we’re a team of changemakers transforming the future of home-based care. Our cloud-based platform empowers care providers around the world to deliver better outcomes for their patients and clients.

With over 550 employees across Canada, the United States, Australia, and Brazil, we’re united by our mission and energized by a culture of transparency, growth, and human connection. Whether you’re early in your career or a seasoned expert, AlayaCare offers the opportunity to expand your impact, develop your skills, and do meaningful work alongside people who care deeply.

At AlayaCare, great employee experiences are powered by reliable technology. As an IT Support I, you will be the first point of contact for day-to-day technical support, helping teammates resolve issues quickly and ensuring they have the tools they need to do their best work.

Reporting to the Director, IT, you will provide first-level technical support to employees across the business through Slack and our ticketing system. You will also support onboarding and offboarding activities, configure hardware, and help ensure employees have access to the tools they need to be successful.

• Manage daily IT support requests through the ticketing system and Slack channels.
• Resolve password resets, account lockouts, and access issues with speed and care.
• Support employee onboarding and offboarding to create a smooth technology experience.
• Maintain global hardware inventory, including shipping, tracking, and physical equipment handling.
• Troubleshoot hardware, software, and network issues across Linux, Windows, and macOS environments.
• Maintain clear IT documentation and analyze recurring technical issues as needed.
• Use AI tools responsibly to streamline repetitive work while owning the quality of outcomes.
• Share AI use cases and learnings to strengthen team practices over time.

• 1+ years of IT support experience or similar hands-on technical experience.
• Good understanding of Mac and PC hardware.
• Thirst for knowledge and continuous learning of new technology.
• Demonstrated ability to troubleshoot technical issues across hardware, software, and access needs.
• Strong interpersonal and communication skills.
• A collaborative mindset and ability to work well in a fast-paced, high-growth environment.
• Demonstrate working knowledge of AI, and ability to apply AI tools and techniques that enhanced day-to-day work.
• Fluency in both English and French is required.
• Physical Requirements: Must be able to climb ladders, manage shipping of laptops and lift boxes weighing up to 50lbs.
  

This role is based in Montreal and is an in-office position, with an expectation to work from the office five days per week. This on-site presence is essential to providing timely IT support and fostering collaboration with employees across the business.

At AlayaCare, AI is a core part of how we work. Success in this role requires bringing a working knowledge of AI, having used AI tools in practice, and being able to demonstrate how AI has helped improve the quality, efficiency, or impact of your work. We look for people who can adapt to new tools and ways of working and use AI responsibly in line with our privacy and security standards. We’ll support you with the tools, training, and coaching needed to succeed in an AI‑enabled environment.