IT Support Specialist / L2 Zoom

Reason for Posting: Backfill

Division: IT Operations and Program Management

City: Ottawa, ON

Type of position: Hybrid position with a minimum 3 days per week on site, some evening and weekend overtime may be required

Job Term: Permanent Full-time (35 hours per week)

Union/Non: IAM local 3011

Eligibility: Applicant must either be a Canadian citizen or a permanent resident eligible to work in Canada

Competition: 26-07

The Professional Institute of the Public Service of Canada (PIPSC), a national union representing over 80,000 professionals and scientists across Canada, is seeking an IT Support Specialist / L2 Zoom to join our team at our National Office in Ottawa.

PIPSC/IPFPC is committed to building an inclusive workplace where diversity of thought – and of people – are recognized, valued, and considered essential to achieving our goals and objectives. We are making concerted efforts to foster a workforce that is representative of our diverse membership. We strive to create a work environment that is welcoming to everyone regardless of their gender, age, religion, race, ethnicity, and nationality, particularly equity deserving groups, such as members of the IBPOC, 2SLGBTQIA+ communities, and people living with disabilities.

All qualified candidates will be considered; however, in support of achieving a diversified workforce we encourage applications for this opportunity from candidates belonging to one of the employment equity groups: Indigenous peoples (First Nations, Metis or Inuit), peoples of colour or persons with a disability. Consideration will be given to a qualified candidate who, at the time of application, voluntarily indicates being part of these groups.

What can I expect to do in this role?

Under the direction of the Director, IT and PMO, and reporting to the Manager, IT Operations and Program Management, the IT Support Specialist provides technical services and advice, is responsible for the configuration, implementation, deployment, maintenance and reliable operation of desktop computer systems, provides day-to-day hardware and software end-user support for various applications, hardware types, electronic devices, Operating Systems, network, cloud software solutions, and unified communications platforms.

The IT Support Specialist delivers day-to-day front-line and escalated technical support to staff, members, and elected officials, responding to incidents and service requests related to hardware, software, network connectivity, and user access. The role supports the maintenance of desktop system security, hardware and software inventories, assets, technical documentation, and continuous service improvements, and works collaboratively with internal teams and external vendors to support operational and project-related activities.

Primary responsibilities:

• Provide technical support, prioritizing and responding to incoming requests for assistance from users experiencing problems with hardware, software, networking, data loss, and other computer-related technologies, as well as smartphone mobility, and server issues.
• Provide training and information to staff, members, and elected officials about the use of desktop hardware, smartphones, and software, as well as other technology solutions at the institute.
• Respond to issues and complaints and make repairs to desktop hardware and resolve software problems. Follow up to ensure problems have been corrected.
• Implement, install, configure, test, upgrade, support and maintain Institute desktop hardware, operating systems, network and PC-based software applications and utilities.
• Research, download, deploy operating system and antivirus software updates/ patches, and configuration changes to secure and protect the Institute systems.
• Act as the helpdesk SME / first escalation point for unified communication platforms (Zoom / Teams), including planning, designing, developing, configuring, maintaining, and troubleshooting.
• Administer, create, assign, manage, and control security access rights to user accounts, network files and systems, and maintain hardware, software, asset inventory and user accounts database for all staff, members, and elected officials.
• Liaise with external vendors and contractors to troubleshoot, diagnose, and resolve desktop hardware / software problems or warranty issues as they arise, and to order and ship parts as needed.
• Research and propose desktop computer products, software, and other technologies, and evaluate their technical specifications to meet the business and client requirements; order computer systems, software, and equipment from suppliers with the manager’s approval.
• Participate in projects and collaborate with contractors.
• Engage in discussions with colleagues, clients, technical advisors, vendors, and managers to explain technical issues, offer recommendations, or resolve technical problems.
• Interpret, analyze, define, and document requirements and recommend solutions to management with respect to the planning, development, implementation, integration or maintenance of IT components relating to desktop systems.
• Conduct research, Identify, evaluate, and recommend continuous improvements for the configuration of information management systems in collaboration with senior technical IT staff.
• Identify areas of risk and provide recommendations to mitigate them.
• Ensure security best practices are maintained across technology platforms.
• Provide technical support for member meetings as required. Work with IT staff to resolve end-user and system problems.
• Collaborate in multi-disciplinary teams assigned to special projects and work collaboratively with employees in other sections.
• May be requested to undertake other related duties on a periodic basis.

Knowledge and Experience Requirements

Education / Experience:

• Completion of a two (2) or three (3) year community college program in computer technology or a certificate from a recognized Information Technology Institute
• Three (3) to five (5) years’ experience in technology administration and technology management platforms or
• An equivalent combination of education and experience.

Language requirement:

• Fluency in both French and English is an asset
• English is required

Skills and experience required:

• Knowledge of ITIL practices in an IT Operations environment (preferred). Freshservice or
• ServiceNow experience is an asset.
• Knowledge of various computer software packages
• Working knowledge of the Internet, World Wide Web, e-mail, and unified communications solutions
• Knowledge of mobile device management and software deployment solutions
• Knowledge of computer hardware and peripheral equipment in order to effect repairs
• Some knowledge of Local Area Networks and authentication software, including MS Entra ID
• Experience with cloud-based productivity suites – Google and/or Microsoft
• Experience installing, testing, configuring, implementing and troubleshooting a wide range of computer applications
• Experience in identifying, recognizing and problem-solving hardware and software problems
• Experience working with users with a broad range of computer skills, including providing guidance and training in the proper use of technology
• Experience providing detailed instructions to users to avoid hardware or software problems for various applications
• Strong knowledge of multiple components of a complex Unified Communications platforms
• Strong preference given for system administrator level knowledge of Zoom

Compensation Package

Salary Range: $76,078 to $95,099 (G4)
Group Benefits: Health, Dental, life Insurance and disability Insurance
Pension Plan: Defined Benefits
Vacation: 4 weeks per year, plus other generous paid leave
Paid Time Off: December 27th to 31st

Note

Preference will be given in accordance with the provisions of the Collective Agreement for the IAM Local 3011 bargaining unit.

How to apply

You are invited to visit our Career Centre to submit your application. Applications must be received by 4:00 p.m. (EST) on March 27, 2026.

Submit a cover letter and resume tailored to the qualifications outlined in the job posting. Your documents should include specific examples that clearly demonstrate how you meet the requirements of this position, as your application will be evaluated based solely on the information provided.

If you require accommodation for a disability during the recruitment process, please contact us with your details. Our Staffing team will respond within 48 hours, and all information related to accommodation requests will be handled confidentially.

We are committed to creating an inclusive, psychologically safe, harassment-free, and accessible work environment, starting from the recruitment process.

We thank all applicants for their interest. However, only those selected for an interview will be contacted.