IT Help Desk Specialist (Fixanator)

The Klick Group -comprising Klick Health (including Oxford PharmaGenesis, Klick Katalyst, and btwelve), Klick Media, Klick Applied Sciences (including Klick Labs), and Klick Consulting-is an ecosystem dedicated help life sciences brands achieve their full potential through best-in-class marketing and advertising, media, medical affairs and communications, market access, real-world evidence, and technology and analytics consulting - powered by 500+ in-house medical experts and award-winning data science and AI capabilities. Founded in 1997, we have offices in Toronto, New York, Oxford, London, Cambridge, Cardiff, Melbourne, Philadelphia, Saratoga Springs, São Paulo, and Singapore. One of the most-awarded health agencies on the planet, Klick is consistently recognized for its people-first culture as a Great Place to Work, Best Workplace for Women, Best Workplace for Inclusion, Most Admired Corporate Culture, and FORTUNE Best Workplace in Advertising. Klick also recently made history as Cannes Lions Healthcare Agency of the Year, Healthcare Network of the Year, and Independent Agency of the Year - Health.

About our Office Tech

Our Office Tech team, part of our Enabling Teams Craft, supports Klick’s internal systems and infrastructure. The team ensures employees have reliable, effective tools to collaborate and work efficiently. They focus on stability, security, and continuous improvement. Their work enables productivity across the organization.

The IT Help Desk Specialist, known internally as a Fixanator, provides front-line technical support to Klick employees and helps keep day-to-day technology running reliably. The role troubleshoots Mac and Windows workstations, productivity applications, connectivity, video conferencing, and other workplace technology. Working closely with the Office Tech team and Klick employees, the Fixanator provides responsive technical support while keeping users informed through resolution.

What You’ll Do

• Provide front-line technical support to Klick employees through Slack, video calls, and in-person interactions, triaging and resolving hardware, software, application, and connectivity issues.
• Troubleshoot and support macOS and Windows 10/11 workstations, including laptop configuration, software updates, patching, connectivity, and common end-user issues.
• Administer and support Microsoft 365 applications, including PowerPoint, Excel, and Word, as well as Google Workspace tools including Drive, Gmail, and Calendar.
• Configure and support Zoom video conferencing, printers, and other workplace technology while maintaining clear communication with employees on issue status, expected resolution times, and outstanding actions.
• Collaborate with the local Office Tech team of Fixanators to prioritize support requests, maintain employee productivity, and provide technology support for workstation changes, office renovations, and new office build projects.

Required:

• Hands-on experience supporting macOS and Windows 10/11 environments, with demonstrated ability to troubleshoot workstation hardware, operating system, software, and connectivity issues.
• Experience providing end-user technical support through in-person and digital channels, with demonstrated ability to explain troubleshooting steps and technical information clearly to non-technical users.
• Experience supporting Microsoft 365 applications, including PowerPoint, Excel, and Word, and Google Workspace applications such as Drive, Gmail, and Calendar in an end-user environment.
• Working knowledge of LAN/WAN networking concepts, with demonstrated ability to identify and troubleshoot common workstation connectivity issues.
• Experience configuring, updating, or maintaining Mac and Windows workstations, including software installation, patching, peripherals, and user setup.

Desired:

• Comfort and enthusiasm for using AI as a regular part of how work gets done.
• Experience administering or troubleshooting Zoom or comparable video conferencing technology in a workplace environment.
• Experience configuring and troubleshooting network or office printers and related peripherals.
• Experience working within a help desk, IT service desk, ticket queue, internship, co-op, or other structured technical support environment.
• Experience supporting workplace technology during office moves, renovations, workstation changes, or new office build projects.

This posting is for an existing vacancy at Klick. The base salary range for this position is between CAD $50,000 - $55,000. The final amount offered will be determined based on several factors such as a candidate's work location, their unique skill set, education, and prior work experience.

Our Commitment to Inclusion

Klick is consciously creating a culture where everyone can thrive and grow in their careers. We believe that our best work comes from our diverse backgrounds, perspectives, and skills. We strongly encourage members of historically underrepresented communities to apply, including Black people, Indigenous peoples, and other people of color, people with disabilities, people from gender and sexually diverse communities and people with intersectional identities. We're also committed to developing an inclusive, barrier-free recruitment process and work environment. Should you require any accommodation, please contact us at [email protected] and we will work with you to meet your accessibility needs and ensure you have a positive experience.