I.T. Associate

Exact Imaging Inc. - Markham, ON (4 months ago)

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Exact Imaging is a rapidly growing start-up in the medical technology space. With the recently secured Series D financing, Exact Imaging is commercializing its high-resolution micro-ultrasound system to further men’s health in Prostate cancer – the second leading cause of cancer death in men.

Exact Imaging has an exciting opportunity for an IT Associate to help make an impact. Reporting to the Manager, Commercial Enablement Technologies in the Markham, Ontario office, the successful candidate will be a highly motivated individual with a “roll-up your sleeves” attitude for getting things done effectively and efficiently.

What you’ll be doing:

  • Responding to technical support queries via chat, email, or phone
  • Writing protocols to assist with key procedures (existing) or to support the rolling-out of new procedures and applications
  • Providing technical assistance and resolution of technical questions and problems relating to desktop systems, printers, network connectivity, access to cloud services like Office 365, Box and others
  • Resolving problems with the local network – switches, wireless access points, firewalls and other computer systems
  • Diagnosing operating system issues or application errors and following up with vendors (Dell, Microsoft and others) to resolve the issues
  • Following up with internal (located in Markham head office) and remote (based out of home offices or the Belgian office) Exact Imaging staff to ensure full resolution of issues
  • Ability to quickly and comprehensively configure and test new Windows 10 based laptops and PCs for internal or remote staff members, as well as activate all required software, connectivity and communication tools (MS Office, Box.com, Salesforce.com, and others)
  • Developing reports to analyze common complaints and problems
  • Installing new software updates and/or new applications
  • Remotely accessing hardware or software for clients to diagnose problems, to resolve issues, and to test solutions are implemented correctly
  • Maintain daily logs for all reported problems and time spent on projects
  • Maintain inventory list for all IT-related software and hardware assets in the organization or loaner equipment provided to customers
  • Provide IT support, including regular maintenance of all trade show IT-related assets (PCs, tablets, etc.)
  • Procure hardware and software, as required
  • Maintain schedule of renewal schedule of all SAAS licenses
  • Other duties as assigned by Management

What you’ll need:

  • A post-secondary degree/diploma in IT and/or computing/networking
  • Certification in relevant IT disciplines are highly recommended
  • Minimum 3 years’ relevant work experience supporting the IT help desk team for a mid-sized company
  • Very good understanding of TCP/IP networks, switches, firewalls and wireless routers
  • Experience maintaining printers
  • Experience managing Office 365 users and very good knowledge of the cloud service
  • Experience in managing Windows 10 based Dell laptops – re-imaging, setup, working closely with Dell’s Pro technical support when required
  • Experience with Network repairs and analysis
  • Experience with Linux or Unix Operating systems is a big plus
  • Experience in writing code would be preferable – C#, PHP, JavaScript, PowerShell or Unix/Linux shell scripts
  • Proficiency in using general office productivity software (Microsoft Office, etc) for communication and documentation purposes
  • Experience working with ISO 9001/13485 quality standard desirable
  • Strong Computer Skills and strong problem-solving skills while working in a dynamic and demanding environment
  • Ability to effectively troubleshoot, diagnose and resolve PC hardware and software problems
  • Familiarity with PC hardware and software – like Dell laptops, Windows 10 and 7, MS Office, Office 365 cloud services, Box, preferably Amazon AWS and Salesforce.com
  • Good Customer Service Skills, maintaining friendly attitude when working with internal and external customers
  • Ability to communicate effectively (verbal and written) to help internal and external customers quickly resolve their issues and feel satisfied with the experience
  • Writing Skills to aid in writing and updating protocols and procedures
  • Affinity for computer repairs and troubleshooting problems
  • Knowledge and some experience with virtualization technologies is recommended
  • Proficiency in project management tools
  • Demonstrated experience in leading projects and managing vendors
  • Very strong problem-solving skills
  • Balanced, flexible, and patient but conscientious
  • Multiple languages an asset – French, German or others.
  • Sense of urgency, self-motivated, flexible
  • Excellent English communication skills, both oral and written
  • Excellent interpersonal communication skills
  • Excellent organizational skills
  • Accuracy and strong attention to detail
  • Positive professional attitude, eager to learn from new and challenging opportunities
  • Ability to prepare high quality and reliable deliverables while working quickly, calmly, and effectively under pressure from deadlines
  • Ability to handle multiple tasks and priorities
  • Ability to work effectively as part of a team, as well as independently when necessary
  • Ability to respond to urgent situations appropriately by prioritization and focus
  • Ability to follow-up on issues without guidance
  • Ability to mentor less experienced peers
  • Ability to lift a minimum of 25 lbs/ 10 Kg

What you’ll get:

  • Rare opportunity to make an impact in healthcare by supporting a team that is developing life-saving technology
  • Empowering environment that inspires great work, learning and development from an experienced leadership team that have had multiple successful exits in the past
  • Competitive compensation including performance bonuses, generous benefits and stock options in the company

Thank you to all applicants for your interest in the Company, but please apply only if the above minimum requirements are met. Exact Imaging will contact only the candidates selected to advance in the hiring process.

Job Type: Full-time


  • I.T. Help Desk: 3 years (Required)


  • Bachelor's Degree (Preferred)


  • Markham, ON (Preferred)


  • French, German, other (Preferred)