IT Support I

About AlayaCare 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. About the Role 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. What You’ll Do • 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. What You’ll Bring to the Team • 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. Location and Work Model 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. AI at Work 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. Why Join AlayaCare? Work With Purpose At AlayaCare, you’ll help build technology that empowers care providers and improves outcomes for patients and families. Every line of code and every customer interaction contributes to making care more connected, accessible, and human. Grow in a High-Trust Culture We believe in transparency, feedback, and assuming positive intent. Here, you’ll feel safe to share your ideas and career goals, and be supported to achieve them through mentorship, career mobility, and a promote-from-within philosophy. Balance That Works for You We value flexibility and well-being. From “Wellness Fridays” to volunteer time off, to flexible vacation, we make sure you have the space to recharge, contribute to your community, and live your best life. Benefits That Matter • Equity in a well-funded, scaling company. • Comprehensive health benefits, telemedicine, and lifestyle spending accounts. • Parental leave top-up and family support programs. Inclusive by Design We celebrate diverse perspectives and foster belonging through our DEIB initiatives. Employee-led events, summits, and social activities, both in-person and virtual, create meaningful connections across our global teams. Ready to Join Us? Apply today and be part of a company that makes a real difference in the future of home and community care. Not the right role for you? Share this posting with someone who might be a great fit. AlayaCare uses AI tools during our hiring process to support fair, consistent, and objective decision-making. Some initial screening steps may be automated to help identify qualified candidates. If your application is declined automatically, you may request a human review. We’re committed to creating a workplace where everyone belongs. If you require accommodation during the application process, please reach out to  careers@alayacare.com.