pan-Canadian Pharmaceutical Alliance

IT Support

• Provide internal IT support and Level 1 troubleshooting for hardware, software, connectivity, and account access issues
• Support user account administration, including password resets, group assignments, and permission management in Microsoft 365
• Assist with employee onboarding and offboarding by provisioning devices, licenses, and system access
• Support device management and compliance using remote management tools such as Intune and RMM tools
• Maintain IT asset inventories for hardware, software licenses, and accessories
• Provide basic administrative support for SharePoint, Teams, and Exchange Online
• Document common issues, solutions, and troubleshooting procedures in the knowledge base
• Escalate complex incidents to Level 2 or Level 3 support teams or external vendors
• Participate in cybersecurity awareness initiatives and basic endpoint monitoring
• Ensure systems meet basic compliance standards
• Help develop operational processes and standard operating procedures
• Support operational excellence initiatives and provide first-line IT support to remote internal teams
• Collaborate with Infrastructure leadership and project teams

IT Support Specialist

• Provide internal IT support requests and Tier 1 troubleshooting for hardware, software, connectivity, and account access issues
• Support user account management, including password resets, group assignments, and permissions management in Microsoft 365
• Assist with employee onboarding and offboarding, including provisioning devices, licenses, and system access
• Support device management and compliance activities using remote management tools such as Intune and RMM Tools
• Maintain IT asset inventories for hardware, software licenses, and accessories
• Provide basic administration support for SharePoint, Teams, and Exchange Online
• Document frequent issues, resolutions, and standard troubleshooting procedures in the knowledge base
• Escalate complex incidents to Tier 2/Tier 3 support or external vendors when necessary
• Assist with cybersecurity awareness initiatives, basic endpoint monitoring, and baseline compliance standards
• Help develop, improve, and maintain business processes and standard operating procedures
• Support operational excellence initiatives and ensure smooth first-line IT support for internal teams
• Report to the director of Infrastructure and Projects
• Travel frequently in different provinces and territories, including periodic multi-day, overnight trips