IT Support Specialist

pan-Canadian Pharmaceutical Alliance

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

Posted 9/16/2026full-timeRemote • CanadaMid-LevelSenior💰 CA$97,747 - CA$137,711 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates expertise in IT support, user account management, and device management, with a strong focus on Microsoft 365 services and cybersecurity principles. Proven ability to document processes, support remote workforces, and maintain operational excellence in a collaborative environment.

Highest-signal resume keywords

IT Support ExperienceMicrosoft 365 AdministrationDevice Management with IntuneCybersecurity AwarenessITSM/Ticketing Systems

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Troubleshooting Windows LaptopsRemote Support PlatformsPower BIPower AutomateEndpoint Security ToolsIdentity and Access ManagementBasic Endpoint MonitoringDocumentation and Record-KeepingProcess MappingWorkflow Analysis

Soft Skills

Effective Communication in EnglishTime ManagementCollaborative WorkInfluencing Without Authority

Tools & Technologies

Microsoft 365 SuiteIntuneRMM ToolsZendeskFreshserviceZoho DeskServiceNowBitdefenderCrowdstrikeTeamViewer

Certifications & Qualifications

CompTIA A+ITIL FoundationMicrosoft 365 Fundamentals

Industry Keywords

Cybersecurity PrinciplesCompliance StandardsGDPRHIPAARemote Workforces

Tech Stack

Tools & technologies

AndroidCloudCyber SecurityiOSITSMServiceNow

About the role

Key responsibilities & impact

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

Requirements

What you’ll need

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
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 such as Intune, Pulseway, and TeamViewer
Familiarity with identity and access management concepts such as MFA and Conditional Access Policies
Exposure to endpoint security tools such as antivirus and EDR solutions like Bitdefender or Crowdstrike
Experience with ITSM/ticketing systems including Zendesk, Freshservice, Zoho Desk, and ServiceNow
Familiarity with 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 required
Effective written and verbal communication skills in French are an asset
Strong documentation and record-keeping skills
Strong time management skills and ability to operate autonomously in a remote-first environment
Demonstrated ability to work collaboratively across departments and influence without direct authority
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 such as GDPR or HIPAA is considered an asset
Must be legally eligible to work in Canada

Benefits

Comp & perks

Comprehensive group benefits package from the first day of employment
100% remote work environment within Canada