Role Description We're looking for an IT Helpdesk Agent Tier 1 to work remotely supporting our employees across the country with incoming ticket requests. Reporting to the Senior Helpdesk Manager, you'll have the ability to be part of an extremely collaborative work environment and provide exceptional client service. Qualifications - Excellent time management skills - Strong verbal and written communication skills to explain technical issues to non-technical users - Ability to handle customer inquiries with patience and professionalism - Work with different divisions understanding their needs - Set clear expectations and define key performance indicators for self - Work within a team environment providing insight when appropriate - Ability to work with minimal supervision Requirements - Knowledge of Microsoft Windows operating systems and MS Office O365 - Understanding of remote management tools and techniques - Experience with Microsoft Active Directory - Working knowledge of CRM applications such as Zendesk, ServiceNOW - Bilingualism (French/English) is an asset - Previous Medium to Large Enterprise Customer Service experience is required - Previous experience in IT support, Call Centre and/or Ticketing tool environment is required Benefits - You will be issued a company laptop, home office monitor and peripherals - After your successful probationary period, you will have access to a yearly education reimbursement fund - Be eligible to sign up for 30% discount from Shopper Drug Mart purchases - Contribute to an Employee Stock Ownership Plan (ESOP) with employer matching percentage - Have paid vacation days as well as wellness days - Have a choice to enroll in our Health & Dental Flex Life Benefits (or in lieu contribute to your RRSPs) - Access to employee assistance program Company Description Lifemark Health Group is a market leader in customized healthcare solutions. As one of the largest and most comprehensive providers in Canada, we continue to grow exponentially. With that growth, is a vision to be the most innovative healthcare providers in community rehabilitation, workplace health and wellness and medical assessment services. Lifemark was acquired by Loblaw Companies on May 10, 2022.

Role Description Cloud Proven Networks (CPN) is seeking a Systems Technician. The incumbent will provide desktop and systems support services to technology users for Cloud Proven Networks’ internal staff and remote client environments. These services will be delivered in person or remotely. Duties include: - Assessing requirements, researching alternatives, and providing effective solutions on a reliable basis. - Diagnosing and resolving technical hardware and software issues related to desktops, laptops, and other user tools. - Supporting and collaborating with network and server engineers to resolve issues, improve existing processes, and maintain system and user documentation. Location: Remote or Indiana Compensation starting at $50k DOE Qualifications - Associates, bachelor’s degree, or equivalent combination of training and experience. - High School diploma required. - Some certifications equivalent to MCP, A+, Network +, Security +. Requirements - 3–4 years of technical desktop support experience including phone, remote log-in, and general user support. - MUST be willing to work a rotating shift to provide 24x7 call coverage. - Extensive Windows 10/11 OS setup, deployment, and troubleshooting experience required. - Basic Windows Server administration experience preferred; including user and group management, file shares, print services, and general server maintenance tasks. - Microsoft 365 / Office 365 experience required, including Outlook, Word, Excel, PowerPoint, Teams, SharePoint, and OneDrive. - Experience supporting Active Directory required; user account management, group management, Group Policy, password resets, and organizational unit administration. - Azure Active Directory (Entra ID) experience preferred; user and license management, MFA enrollment, and basic conditional access policy familiarity. - Ticketing system experience required; proficiency in creating, updating, tracking, escalating, and closing support tickets with clear and accurate documentation. - Client VPN software troubleshooting skills preferred. - VoIP experience preferred. - Experience with enterprise wireless (802.11 a/b/g/n) preferred. - Strong organizational skills, including but not limited to, time management and problem-solving skills to prioritize workload, meet deadlines, and manage competing priorities. - Excellent written and verbal communication skills. - Able to work in a fast-paced environment and remain calm under pressure. - Works well independently and within a team environment. - Possesses a professional demeanor in all work situations. - Outstanding customer service to external clients and internal staff. Benefits - Responsible for monitoring and answering a fluctuating volume of incoming support requests through dedicated support email, in-person requests, and support phone line. - Creates issue tickets for all requests and provides timely response to level 1-2 user support and systems support requests. - Follows standard help desk service protocol which includes documenting requests, testing solutions, and ensuring the service meets the client’s needs. - Experience in creating knowledge-base and other instructional documentation as necessary to improve the department’s response to issues and for user instruction. - Responsible for using good judgment and quick action when needing to escalate tickets to engineers and management to ensure resolutions are ultimately delivered. - Responsible for effectively tracking status of pending work and documenting response to clients. - Responsible for researching processes/response for issues affecting multiple users. - Responsible at all times for adhering to the company’s policies for safety and conduct. - Strong understanding of, and experience with, service-based organizational environments. - Experience with Windows OS system deployment, printers, and shares. - Experience building computer images and deploying new or refreshed computers to users. - Experience with hardware and software application troubleshooting. - Other duties as assigned. Company Description Review and comply with the Code of Business Conduct and all relevant Company and Business Unit policies and procedures, and local, state, and Federal laws and regulations. Ensure that employees understand and comply with the Code of Business Conduct and all relevant Company and Business Unit policies and procedures, and local, state, and Federal laws and regulations, and establish effective internal systems and controls to promote such compliance.

• Manage complex, time-sensitive compliance workflows (e.g., regulatory deliverables tracking, policy and documentation governance, audit/exam readiness facilitation, issue intake, and committee operations) • Ensure work is executed accurately, consistently, and in alignment with internal controls and healthcare regulatory requirements • Serves as a trusted partner to Compliance leaders and cross-functional stakeholders, synthesizing information for decision-making, escalating risks and barriers, and driving process improvements that strengthen regulatory audit readiness • Lead Compliance intake and work orchestration (e.g., presentation, requests, attestations, disclosures, incidents, and general inquiries) • Identify trends and recommend upstream fixes • Own compliance documentation management practices, including record accuracy, version control, controlled templates, and evidence traceability in alignment with retention and internal control requirements • Serve as a lead coordinator for audit, monitoring, and regulatory readiness activities by managing evidence request workflows, maintaining evidence libraries, coordinating stakeholder responses, and escalating risks to timelines, completeness, or quality • Manage regulatory and obligation tracking cadences by maintaining calendars, trackers, and dashboards; perform quality checks on inputs, reconcile status with owners, and provide concise leadership-ready reporting • Run end-to-end governance logistics for compliance committees and working groups: develop agendas with leaders, compile and quality-check materials, document decisions/action items, and drive closure through proactive follow-up and escalation • Support policy and procedure governance by coordinating drafting and review cycles, facilitating approvals, managing publication/distribution, and maintaining an audit-ready history of versions and approvals • Develop and deliver routine and ad hoc compliance reporting; analyze drivers, identify risks, and propose corrective actions or process improvements • Coordinate compliance communications and training logistics (scheduling, rosters, completion follow-up, and distribution of approved materials); track completion, identify gaps, and escalate non-compliance • Apply sound judgment in handling sensitive information; partner with Compliance, Privacy, and Security to ensure appropriate access controls, least-privilege sharing, and secure transmission and storage of data and evidence • Design and maintain standard work (SOPs, job aids, checklists, templates) for compliance operations; lead continuous improvement efforts to reduce cycle time, improve quality, and strengthen control effectiveness • Serve as a primary point of contact for compliance operations processes; advise stakeholders on requirements and timelines, resolve issues independently when possible, and escalate complex risks or decisions to leadership • Travel as needed to attend and participate in onsite meetings • Performs other duties as assigned. Complies with all policies and standards.

• Serves as audit coordinator/representative for broader department audits, determining information needed and coordinating the information gathering process for the department • Using information from audits, identifies errors, determines root cause of issues, and formulates tactical recommendations for quality and process improvements • Performs quality audits/reviews of departmental operations functions to determine effectiveness of the customer experience based on established policies, procedures and company guidelines • Provides effective feedback and coaching directly to operations staff and leadership to improve performance levels and ensure understanding of departmental processes and procedures • Supports the implementation of necessary remediation strategies as needed • Coordinates and performs complex departmental and regulatory audits (government‑required audits), including self‑testing and risk/control assessments • Develop and deliver in‑depth training and “deep dive” learning sessions for frontline staff and leaders