IT Support Specialist

This is a fully remote position, open to applicants in Canada.

📋 Description

• Deliver internal IT support and provide Tier 1 troubleshooting for hardware, software, connectivity, and account access issues.

• Manage user accounts, including password resets, group assignments, and permissions within Microsoft 365.

• Assist with the onboarding and offboarding process for employees, which includes provisioning devices, licenses, and system access.

• Aid in device management and compliance activities using remote management tools such as Intune and RMM Tools.

• Keep track of IT asset inventories for hardware, software licenses, and accessories.

• Offer basic administrative support for SharePoint, Teams, and Exchange Online.

• Record common issues, solutions, and standard troubleshooting procedures in the knowledge base.

• Refer complex incidents to Tier 2/Tier 3 support or external vendors when needed.

• Contribute to cybersecurity awareness initiatives, basic endpoint monitoring, and baseline compliance standards.

• Help create, enhance, and maintain business processes and standard operating procedures.

• Support initiatives aimed at operational excellence and ensure effective first-line IT support for internal teams.

• Report directly to the Director of Infrastructure and Projects.

• Travel frequently across various provinces and territories, including occasional multi-day, overnight trips.

⛳️ Requirements

• College diploma or bachelor's degree in information technology, business administration, or a related field.

• Over 5 years of relevant experience in IT support roles.

• Proficiency with Power BI, Power Automate, or low-code automation platforms.

• Familiarity with cybersecurity principles or involvement in a security awareness program.

• Experience in supporting remote workforces and enhancing virtual collaboration environments.

• Basic troubleshooting capabilities for Windows laptops, mobile devices (iOS/Android), and peripheral devices.

• Experience in supporting Microsoft 365 cloud services, including Teams, SharePoint, Exchange Online, and OneDrive.

• Knowledge of remote support platforms and device management systems such as Intune, Pulseway, and TeamViewer.

• Understanding of identity and access management concepts, including MFA and Conditional Access Policies.

• Experience with endpoint security tools such as antivirus and EDR solutions like Bitdefender or Crowdstrike.

• Familiarity with ITSM/ticketing systems like Zendesk, Freshservice, Zoho Desk, and ServiceNow.

• Proficiency in the Microsoft 365 Suite, including SharePoint, Teams, Word, Excel, Outlook, Planner, and Power Automate.

• As English is the primary working language at the pCPA, exceptional written and verbal communication skills in English are essential.

• Effective written and verbal communication skills in French are a plus.

• Strong documentation and record-keeping abilities.

• Excellent time management skills and the capability to work independently in a remote-first environment.

• Proven ability to collaborate across departments and influence without direct authority.

• IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals are advantageous.

• Familiarity with SIPOC diagrams, process mapping, or workflow analysis is a plus.

• Experience in organizations with compliance or regulatory requirements like GDPR or HIPAA is a plus.

• Must be legally eligible to work in Canada.

🏝️ Benefits

• Comprehensive group benefits package available from the first day of employment.

• 100% remote work environment within Canada.