IT support specialist

Who we are?

The pan-Canadian Pharmaceutical Alliance (pCPA) brings together provincial, territorial, and federal governments for the purpose of increasing and managing access to clinically relevant and cost-effective medicines. Through collective negotiations, the pCPA has realized overall savings (as of April 1, 2025) for governments of $3.94 billion annually for brand name drugs and $935 million annually for generic drugs totaling $4.87 billion annually. The pCPA offers a 100% remote (within Canada) work environment.
About the role

The IT support specialist is crucial in providing essential IT helpdesk and operations support duties at the pCPA to ensure successful and timely delivery to meet the organization’s core business goals and priorities. The position also contributes to ongoing improvement and reliability of IT services and promotes a positive and consistent technology experience across the organization.

Reporting to the director of infrastructure and Projects, this role is key to supporting operational excellence initiatives, and ensuring smooth, first-line IT support for our internal teams in a remote environment.

The IT support specialist will help develop, improve, and maintain, business processes, and standard operating procedures while assisting in IT troubleshooting and asset management.
Key responsibilities
IT support and operations

- Provide internal IT support requests, Tier 1 troubleshooting for hardware, software, connectivity, and account access issues.

- Support user account management activities, including password resets, group assignments, and permissions management in Microsoft 365.

- Assist with the onboarding and offboarding of employees, ensuring provisioning of devices, licenses, and system access.

- Support device management and compliance activities using remote management tools (e.g., Intune, RMM Tools).

- Maintain IT asset inventories for hardware, software licenses, and accessories.

- Provide basic administration support for cloud applications, including SharePoint, Teams, and Exchange Online.

- Document frequent issues, resolutions, and standard troubleshooting procedures in our knowledge base.

- Escalate complex incidents to appropriate Tier 2/Tier 3 support or external vendors when necessary.

- Assist with cybersecurity awareness initiatives, basic endpoint monitoring, and ensuring systems meet baseline compliance standards.

Accountability
- Accountable to the director, Infrastructure and Projects.

Qualifications
Education and experience

- College Diploma or bachelor's degree in information technology, Business Administration, or a related field.

- 5+ years of relevant experience in IT support roles.

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

- Exposure to cybersecurity principles or participation in a security awareness program.

- Experience supporting remote workforces and optimizing virtual collaboration environments.

- IT certifications such as CompTIA A+, ITIL Foundation, or Microsoft 365 Fundamentals are considered assets.

- Familiarity with SIPOC diagrams, process mapping, or workflow analysis is considered an asset.

- Background working in organizations with compliance or regulatory requirements (e.g., GDPR, HIPAA) is considered an asset.

Specialized knowledge
IT support skills

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

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

- Knowledge of remote support platforms and device management systems (e.g., Intune, Pulseway, TeamViewer).

- Familiarity with identity and access management concepts (e.g., MFA, Conditional Access Policies).

- Exposure to endpoint security tools (e.g., antivirus, EDR solutions like Bitdefender or Crowdstrike).

- Ability to translate technical information into easy-to-understand guidance for end-users.

Software kno