IT Support Specialist
- Ottawa, ON
- $59,986-73,087 per year
- Permanent
- Part-time
Reports to: IT Manager
Position type: Permanent, Part-time (up to 20 hours weekly)
Classification: Included in the bargaining unit, Band 3Salary Range: CAD $59,986 - $73,087 per annum (Prorated to part-time hours)Language requirements: Bilingualism (English and French/or Spanish)Job Posting: Internal & ExternalABOUT CUSO INTERNATIONALCuso International is an international cooperation and development organization that works to create economic and social opportunities for marginalized groups. Together with our partners, we are focused on efforts to advance gender equality and social inclusion, improve economic resilience, and deliver progress on climate action. We believe that by sharing skills, we can build better futures. Cuso presently supports programs implemented in Africa, Canada, Central an South America, and the Caribbean. Find out more at www.cusointernational.orgABOUT THE ROLEWe are seeking a highly motivated and skilled IT Support Specialist to join our corporate services team. Reporting to Cuso’s IT Manager, this critical role will be the primary point of contact for all IT-related requests, ensuring seamless operation and optimal performance of our IT infrastructure. The ideal candidate will be a proactive problem-solver with a customer-centric approach and a strong foundation in Microsoft technologies, capable of managing diverse responsibilities from user support to cloud system monitoring.KEY RESPONSIBILITIESIT Request Management:
- Serve as the first point of contact for all incoming IT support requests (help desk), providing timely and effective resolution for hardware, software, and network issues.
- Log, prioritize, track, and manage all IT incidents and service requests through to resolution using our ticketing system.
- Provide expert support for the full suite of Microsoft 365 applications, including Outlook, Word, Excel, PowerPoint, and other M365 apps.
- Manage and troubleshoot issues related to Exchange Online (email, calendars, mailboxes).
- Support and manage SharePoint Online sites, document libraries, and permissions.
- Assist users with Microsoft Teams functionality, including meetings, chat, and collaboration spaces.
- Manage user accounts, licenses, and permissions within the Microsoft 365 administration portal.
- Provide support for Microsoft Intune for device management and compliance.
- Assist with Microsoft Defender for endpoint security.
- Provide support for, and create basic applications using, the Power Platform (Power Apps, Power BI, Power Automate/Flow).
- Responsible for day-to-day administration and monitoring of our Azure cloud environment.
- Monitor Azure Virtual Machines (VMs) for performance, availability, and resource utilization.
- Conduct regular checks of Azure backup jobs and ensure data recovery processes are functioning correctly.
- Manage Microsoft Entra ID users, groups, and authentication.
- Monitor the health and performance of critical IT systems, including servers, networks, and virtual infrastructure.
- Oversee backup systems, verify successful backups, and initiate restores as required.
- Provide comprehensive remote technical assistance to employees across various locations and devices.
- Utilize remote access tools to diagnose and resolve issues efficiently.
- Create and maintain clear, concise IT documentation, including knowledge base articles and troubleshooting guides.
- Assist in training users on new software, best practices, and IT policies.
- Bachelor's degree in Information Technology, Computer Science, or a related field, or equivalent practical experience.
- 2+ years of experience in an IT Support, Help Desk, or Desktop Support role.
- Strong, hands-on knowledge and experience with the Microsoft 365 platform is essential, including:
- Exchange Online administration and troubleshooting.
- SharePoint Online site and permission management.
- Microsoft Teams administration and user support.
- Office 365 application support (Outlook, Word, Excel, etc.).
- User and license management in M365 Admin Center.
- Experience with Microsoft Intune for mobile device management and endpoint configuration.
- Familiarity with Microsoft Defender for endpoint protection.
- Basic understanding of, and demonstrated ability to create basic solutions/applications within, the Power Platform (Power Apps, Power BI, Power Automate/Flow).
- Demonstrated experience with Microsoft Azure, including:
- Monitoring Azure VMs.
- Understanding of Azure backup services and recovery procedures.
- Management of Microsoft Entra ID (users, groups, authentication).
- Familiarity with virtual machine (VM) concepts and basic monitoring.
- Proven experience with backup solutions and data recovery processes.
- Excellent problem-solving and analytical skills, with a methodical approach to troubleshooting.
- Outstanding communication skills (written and verbal) with the ability to explain technical concepts to non-technical users patiently and clearly.
- Strong interpersonal skills and a customer-service oriented mindset.
- Ability to work independently, manage multiple priorities, and adapt to a fast-paced environment.
- Relevant Microsoft certifications (e.g., Microsoft 365 Certified: Modern Desktop Administrator Associate, Azure Administrator Associate, or certifications related to Intune, Security, or Power Platform) are a significant asset.