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IT Support Specialist

Orion Innovation
2 days ago
On-site
Ottawa, Canada

Orion Innovation is a premier, award-winning, global business and technology services firm.  Orion delivers game-changing business transformation and product development rooted in digital strategy, experience design, and engineering, with a unique combination of agility, scale, and maturity.  We work with a wide range of clients across many industries including financial services, professional services, telecommunications and media, consumer products, automotive, industrial automation, professional sports and entertainment, life sciences, ecommerce, and education.

 

Role: Senior IT Support Specialist

Type: Onsite

Location: Kanata, Ontario [On-Site]

Security Clearance: Must be eligible for up to a Top-Secret Security Clearance

 

Job Overview

We are seeking a highly organized IT Support Specialist with a keen understanding of modern IT practices. In this role, you will leverage your experience and judgment to triage requests, troubleshoot effectively, and identify recurring issues to implement permanent fixes. We value creativity and latitude, especially when it comes to improving workflows, documentation, and the overall user experience.

Key Responsibilities

  • Providing on-site support with desk-side troubleshooting, walk-up assistance, and support for meeting rooms/conferencing in the Kanata office.

  • Triage and resolve hardware, OS, network, and application issues with clear documentation.

  • Provision, configure, and maintain laptops using Microsoft Intune; manage onboarding/offboarding and inventory.

  • Utilize ticketing systems and device management tools to ensure predictable resolution times.

  • Escalate complex incidents and coordinate with Security, IT, and external vendors.

  • Update knowledge base articles and identify root causes for recurring problems.

  • Compliance Support ISO-27001, UK Cyber Essentials, and NIST 800-53 through process hygiene and access controls.

  • Partner with Legal and Finance to manage vendor lifecycles, licensing, and supply chain integration.

  • Assist in moving toward a Zero-Trust architecture by maintaining device posture and access hygiene.

  • Support cloud-based infrastructure and services within the AWS environment.

Qualifications

  • 8+ years of strong troubleshooting skills in Windows, macOS, VPN, Wi-Fi, and conferencing tools.

  • Hands-on experience with Microsoft Intune for endpoint management and policy enforcement.

  • Familiarity with AWS console management and basic cloud administration.

  • Proven ability to run clean workflows in ManageEngine for ticketing and asset tracking.

  • Comfortable with endpoint hygiene and working alongside tools like CrowdStrike Falcon.

  • Reliable and calm under pressure, with a focus on consistent outcomes.

  • A passion for automation, improving documentation, and constant learning.

  • Nice to have: Scripting in either Shell or Bash.

Orion is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, citizenship status, disability status, genetic information, protected veteran status, or any other characteristic protected by law.

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