IT Support Specialist

  Terms:  Full-time - Permanent Salary (CAD): $69,200 - $81,500 (Commensurate with experience) Location: Ottawa (Hybrid work model – up to 4 days on-site)   ABOUT THE ROLE:  Note that this job posting is for an existing vacancy. The IT Support Specialist is a crucial member of the Global Digital Solutions team at Health Standards Organization, reporting to the Senior Manager, Global Technical Support. This position is responsible for providing fast and effective technical assistance (Tier 1) on computer systems. The IT Support Specialist plays a pivotal role in ensuring the smooth operation of IT services by addressing technical queries, offering advice, and troubleshooting issues promptly. The ideal candidate has strong technical knowledge, effective communication skills, and a customer-oriented approach. The IT Support Specialist may be required to support evening/weekend on-call shifts based on team scheduling needs.   Main Responsibilities:  Initial Contact: Monitor IT communication channels, serving as the initial point of contact for incidents and service requests. Log all details accurately and efficiently within the ticketing system. Ticket Management: Track and categorize the support ticket log to help analyze trends and inform decisions for continuous improvement. First-Line Support: Perform initial troubleshooting and support to restore normal business function swiftly. Escalation: Escalate incidents and service requests following established team guidelines when first-contact resolution isn't possible. User Communication: Keep users informed of incident progress, upcoming changes, or scheduled outages. Documentation: Maintain comprehensive, user-oriented technical documentation, procedures, and knowledge base articles. Hardware Evaluation: Research the technical scope of new end-user hardware and share knowledge with the wider IT staff. Staff Training: Provide basic training, coaching, and assistance to staff regarding hardware, productivity software, and telephony solutions. Asset Tracking: Update and maintain the IT equipment and software inventory regularly, including tracking hardware warranty information. Project Assistance: Assist with internal IT projects, ranging from desktop migrations to deployment rollouts, in collaboration with the infrastructure team. M365 Lifecycle: Stay updated with the latest developments in Microsoft M365 cloud products and modern endpoint management.   Must Have Qualifications:  Advanced or native proficiency in both French and English (Spoken and written). Degree/Diploma in Computer Science, Information Systems, or similar Information Technology field. Hands-on experience or strong foundational knowledge working with: Microsoft 365 and Office applications, Microsoft desktop and server operating systems, and Microsoft Active Directory, File Servers, Network shares, Group Policy. Experience in managing devices and applications using Microsoft Intune. Proficient in customer service practices with strong organizational and time management abilities. Ability to adapt to changing priorities, meet deadlines, and handle interruptions effectively. Strong troubleshooting and problem-solving skills with the capability to multitask in a fast-paced environment. Experience with third-party application installations.   Desired Qualifications:  Familiarity with Microsoft Intune application deployment, MDM policies, or device enrollment workflows. Familiarity with iPhone/iPad, iOS setup, and corporate mobile device management. Experience with cybersecurity best practices for end-users and workstation equipment. Proficiency in TCP/IP, basic networking concepts, end-user VPN connectivity, and configuring/troubleshooting network MFPs (Printers).   WHAT YOU CAN EXPECT: In Your First 30-90 Days: Complete our orientation program and learn about HSO’s values and mission. Set performance and learning objectives in collaboration with your manager. Meet regularly with your manager to discuss progress and accountabilities. Take on assigned initiatives or projects for your role. What We Can Offer To You: Hybrid work model. Competitive compensation and benefits. Time off programs, including office closure during the last week of December. Professional development support. A culture that values psychological safety, inclusion, and engagement.