St. John’s, NL – Hybrid (In Office Rotation)
Application Deadline: July 19, 2026
We are seeking a talented, motivated and innovative individual to join our growing IT team as an IT Support Specialist. This role will work collaboratively with the management, technical and clinical teams to ensure our technology is supporting the delivery of our core business, excellence in client services, and our organizational mission.
Essential Duties
- Operate within, monitor, triage, and navigate requests across multiple service desk queues and channels.
- Take ownership of complex technical issues through to resolution, coordinating with internal teams and vendors as required.
- Install, test, troubleshoot, diagnose, document and resolve technical issues surrounding Physical and Virtual desktop environments, Computer Hardware, Network Devices, mobile devices, IP Phones, software and other IT hardware/peripherals. (printers, fax machines, phones, etc.).
- Provide end-user support for hardware, software, and business applications, including initial user orientation and guidance.
- Identify and report security incidents, suspicious activity, and policy violations.
- Be aware of and maintain compliance to policies, procedures, & security and operational controls within the healthcare IT space.
- Provide telephone, remote, and in-person technical support while delivering exceptional customer service.
- Provide detailed, clear, and professional written and verbal communication with internal and external stakeholders.
- Participate in continual service improvement initiatives including documentation, SOP development, reporting, knowledge base creation, and process improvements.
- Contact vendors to arrange for repair and/or warranty work of computer equipment as required.
- Collaborate with other IT team members on projects, deployments, and operational initiatives as required.
- Maintain software, license and hardware inventory.
- Maintain checklists and documentation related to support.
- Stay current with emerging technologies, security best practices, and industry trends to improve service delivery.
- Provide rotational on-site support for a multi-functional team.
- Rotating after hours IT Support on-call every 4th week and weekend.
Qualifications
- Successful completion of a Diploma/Degree in IT or an equivalent combination of skills and experience.
- Exceptional problem and incident management skills
- Experience supporting cloud-based infrastructure and Software-as-a-Service (SaaS) applications.
- Thorough knowledge and experience in multiple Windows Operating systems including Windows 10/11, and Windows Server 2019 and newer.
- Experience with user lifecycle management, including account provisioning, onboarding, offboarding, and access management.
- Excellent understanding of IT best practices.
- Analytical and problem-solving skills.
- Experience supporting Microsoft 365 including Exchange Online, Teams, SharePoint, OneDrive, and Microsoft Entra ID.
- Working knowledge of relational and document-based databases, including tables, relationships, schemas, collections, and basic data analysis for troubleshooting purposes.
- Positive and friendly customer service attitude.
- Excellent attention to detail, ability to prioritize, and meet competing deadlines.
- Strong work ethic and positive team attitude.
- Strong communication skills;
- Ability to work effectively and professionally under tight timelines in a fast paced and changing environment with people at various levels within an organization.
- Ability to handle multiple tasks and demands simultaneously.
- Thrive in both independent and team-based work environments.
Why Work With Us
With over 20 years in the telehealth industry servicing clients across North America, Fonemed prides itself on providing outstanding client experience and practicing a culture of care in everything we do. We are a growing company who values our greatest resource - our people! We provide a collaborative company culture and a welcoming team. We offer our team the opportunity to work in an exciting industry and a competitive compensation package, including health benefits and retirement saving options, as well as a great paid leave program. If you are looking for an opportunity to work with a company that values you, apply today!
Fonemed is an equal opportunity employer and is committed to diversity. We appreciate the interest of everyone who applies for the position, however only those selected for an interview will be contacted. Please visit our website at www.fonemed.com.
Skills Required
- Diploma or Degree in IT or equivalent combination of skills and experience
- Exceptional problem and incident management skills
- Experience supporting cloud-based infrastructure and SaaS applications
- Thorough knowledge and experience with Windows 10/11 and Windows Server 2019 or newer
- Experience with user lifecycle management (provisioning, onboarding, offboarding, access management)
- Experience supporting Microsoft 365 including Exchange Online, Teams, SharePoint, OneDrive, and Microsoft Entra ID
- Working knowledge of relational and document-based databases for troubleshooting
- Strong customer service, communication, attention to detail, and ability to prioritize
- Ability to provide telephone, remote, and in-person technical support and collaborate with vendors and teams
- Participate in rotating after-hours on-call support every 4th week and weekend
What We Do
Fonemed was founded in 1996 by a group of physicians, philanthropists and businesspeople who recognized the need for improved healthcare worldwide and saw telephone-based triage as the premier method to provide that care. We are a privately held, Limited Liability Company registered in the USA and Canada, with corporate headquarters in St. John’s, Newfoundland and Labrador, and in Ventura, California. Currently we employ approximately 300 individuals. Fonemed provides healthcare-based services and software solutions to increase our clients’ patients access to quality healthcare while also providing additional cost control to our clients. Our specialty service has been 24/7 virtual nurse triage. We recently expanded services to include access to nurse practitioners providing additional primary care advice and treatment. Our nurses are located throughout the United States and Canada, and we are exploring growth opportunities in Europe and Asia. The Fonemed Health Management Platform is a Cloud-based application that provides access and security and comes fully integrated with the Schmitt-Thompson Clinical Content Triage Guidelines. The Platform allows our clients to deliver comprehensive, technology-powered, people-driven customized solutions to meet specific requirements. Through our software, clients have the ability to manage such activities as client registration, online health assessment, nurse triage and nurse practitioner assessment and referrals. At Fonemed, we empower our clients to strategically expand patient engagement, diversify revenue streams or reduce operating costs through proven technology that has been developed through the foundation of over 26 years of industry experience and more than 10 years of using and enhancing the Platform ourselves. We are URAC accredited, SOC2 certified, and HIPAA compliant with over 2,500 client groups, representing well over 25 million individuals.
