IT Support Specialist

About PureLogic IT

PureLogic IT provides innovative IT solutions for the Federal Government and private sector organizations. We enable outcomes as a secure and trusted technology service provider across current and emerging technologies. With expertise across all areas of IT including cloud technology, software solutions, and infrastructure, as well as professional services - it's what we do and how we do it that makes us different. We are a Canadian, women-owned, equal opportunity employer with a family culture and passion for giving back. Strong. Secure. Engage. Together. This is our Mission.
Job Description: IT Support Specialist

Department: Digital Transformation
Reports To: Head of Digital Transformation
Location: On-site

This role is a replacement due to internal employee growth and development.

Role Overview

The IT Support Specialist is responsible for the day-to-day delivery, coordination, and continuous improvement of internal IT services across the organization. This role serves as the first point of ownership for internal IT support requests, ensuring timely resolution, clear communication, and strong user experience.

This position plays a critical role in enabling productivity, supporting operational excellence, and advancing the organization's broader digital transformation initiatives.

Why This Role Matters

This role is foundational to ensuring employees can work effectively, securely, and confidently every day. This position helps create a reliable digital backbone that supports growth, governance, and transformation across the organization.

Key Responsibilities

Internal IT Support

• Act as the primary owner of all internal IT support requests, including hardware, software, access, and connectivity issues.
• Triage, prioritize, resolve, or escalate IT support tickets in alignment with defined SLAs.
• Provide hands-on support for:
  • End-user devices (laptops, peripherals, mobile devices)
  • Microsoft 365 applications (Outlook, Teams, OneDrive, SharePoint)
  • User access, permissions, and security groups
• Coordinate with external IT vendors and managed service providers as required.
• Maintain documentation for common issues, fixes, and standard operating procedures.
• Proactively identify recurring issues and recommend long-term solutions or automation opportunities.

Security, Access & Compliance

• Manage user access requests, onboarding, offboarding, and role-based permissions.
• Support security best practices related to identity management and information access.
• Assist with audits, reviews, and compliance initiatives related to IT systems and document management.

Continuous Improvement & Digital Enablement

• Identify opportunities to improve internal IT workflows, tooling, and self-service capabilities.
• Assist with rollout, adoption, and support of new internal tools and platforms.
• Contribute to IT and digital transformation initiatives led by the Head of Digital Transformation.
• Act as a trusted internal partner, translating user needs into practical technical solutions.

Required Qualifications

• 3+ years experience in an internal IT support, systems administration, or similar role.
• Strong hands-on experience with Microsoft 365, particularly SharePoint, Teams, and OneDrive.
• Solid understanding of user access management, permissions, and basic security principles.
• Proven ability to troubleshoot technical issues in a fast-paced business environment.
• Strong organizational and documentation skills.
• Excellent communication skills with both technical and non-technical users.

Preferred Qualifications

• Familiarity with IT ticketing systems and support workflows.
• Exposure to IT governance, document control, or compliance frameworks.
• Experience supporting hybrid or remote workforces.
• Interest in automation, process improvement, or digital transformation initiatives.

Key Competencies

• Ownership mindset and accountability
• Strong customer-service orientation
• Clear communicator and problem solver
• Ability to prioritize competing requests
• Continuous improvement mentality

What We Offer

• Competitive salary and performance bonuses
• Flexible working hours and remote options
• Comprehensive health, and dental insurance
• Professional development and certification reimbursement
• A collaborative team environment working with cutting edge tech

Work Model

We promote work-life balance and Family is one of our values. We enable our employees to work from home and from the office by providing a hybrid work model with flexibility. This role will work primarily from the office; however we will work together to ensure you have flexibility.

Our Commitment to You

As a proud equal opportunity employer, we encourage applicants from all walks of life to apply to join our growing team. We are committed to providing all employees with a workplace experience that is free from barriers, discrimination, and harassment regardless of age, sex, gender, sexual orientation, faith identity, nationality, and/or disability status. If you're driven, hard-working, and want to join a dynamic and energetic team, we welcome you to apply today and encourage you to come as you are.

Location

Ottawa, Ontario

Department

Digital Transformation

Employment Type

Full-Time

Minimum Experience

Entry-level

Compensation

$50,000-$60,000 per year, based on skills, experience, and internal alignment