IS Operations Specialist

LOCATION: Hybrid: Work-From-Home / 1031 Bank St., Ottawa, ON / 5515 Canotek Rd., Ottawa, ON

TERM: Full-Time, Permanent

event November 05, 2025 person Permanent map Hybrid

Reporting to the Director, Information Solutions, the IS Operations Specialist is a key technical resource within the Information Solutions team. This role is responsible for delivering comprehensive support across desktop computing, telephony, cloud services, and enterprise applications, ensuring employees have the tools, access, and technical stability needed to perform effectively.

Acting as both a Level 1 and Level 2 escalation point, the IS Operations Specialist diagnoses and resolves complex technical issues, performs system administration tasks, and supports the reliability and security of organizational technology platforms. You will manage the full lifecycle of user accounts and devices, including onboarding, offboarding, deployment, access management, and first-day readiness.

With a strong focus on a Microsoft-centric environment, you will contribute to the daily administration of Azure, Microsoft 365, Intune, and related cloud services. Collaborating with the Senior Systems Administrator, you will support cloud infrastructure initiatives and various technology-driven projects.

The ideal candidate is proactive, detail-oriented, and able to balance day-to-day incident resolution with system improvements, documentation, training, and project work. This is a hybrid position requiring 2-3 days per week onsite at our Lansdowne and/or Canotek locations.

End-User & Desktop Support

• Provide first and second-level support for desktops, laptops, mobile devices, and peripherals.
• Deliver remote and desk-side support for hardware, software, and connectivity issues.
• Perform system deployment, desktop patching, and system administration tasks (password resets, access provisioning).

User Lifecycle Management

• Manage onboarding/offboarding processes, including account creation/deactivation and first-day readiness.
• Ensure users are provisioned with the appropriate access, devices, and tools.
• Collaborate with HR and hiring managers to support seamless transitions.

Application Support

Troubleshoot corporate applications, including

• Point, Microsoft Office, Adobe products, and line-of-business software.
• Administer business applications and provide guidance to optimize workflows.

Cloud Services

• Administer and monitor Microsoft Azure resources (VMs, storage, networking, security).
• Implement security best practices and support endpoint management and compliance.
• Participate in cloud infrastructure projects, upgrades, and maintenance tasks.

Microsoft Ecosystem

Support Microsoft 365, Azure AD, Teams,

• Point, and related integrations.
• Collaborate with the Senior Systems Administrator on Azure projects and migrations.
• Provide guidance and troubleshooting for Microsoft productivity applications.

Collaboration, Documentation & Reporting

• Escalate unresolved issues to appropriate teams in a timely manner.
• Maintain thorough documentation and case records.
• Develop and deliver training materials and sessions for users.
• Contribute to internal knowledge bases and technical documentation.

The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education & Experience

• Post-secondary degree/diploma or equivalent in IT, Computer Systems, or a related discipline.
• 3+ years of Level 2 technical support or similar corporate IT role.
• Experience in Microsoft-centric environments, including M365 and Azure administration.
• Experience with onboarding/offboarding processes, account management, and system deployment.
• Telephony/VoIP support experience is an asset.
• Experience with Google Workspace / Google Cloud is an asset.
• Participation in IT implementations, upgrades, or cloud projects is an asset.

Technical Knowledge

• Microsoft Azure administration (VMs, networking, storage, security groups).
• Microsoft 365, Azure AD, Intune, Teams, and related management tools.
• Advanced troubleshooting for hardware, software, cloud services, and business applications.
• Networking fundamentals (DNS, DHCP, VPN, firewalls).
• Imaging, deployment tools, desktop patching, and automation processes.
• Service desk platforms, productivity apps, and enterprise business systems.
• Cybersecurity best practices (MFA, endpoint protection, identity governance).

Customer Service & Communication

• Strong customer service orientation with professional demeanor under pressure.
• Excellent verbal and written communication; ability to translate technical details for non-technical users.
• Effective collaboration with cross-functional teams and proper issue escalation.
• Strong time management and multitasking in a dynamic environment.

Optional Certifications

• Microsoft Azure Administrator, Azure Solutions Architect, M365 Enterprise Administrator, Intune.
• ITIL Foundation Certification.
• CompTIA Security+ or Network+.
• Google Workspace Administrator (for Google Cloud environments).

Working Conditions

• Standard office environment, with occasional travel to off-site locations.
• Participation in after-hours on-call rotation (approximately 1 in 6 weeks).
• Flexibility to work outside business hours for major incidents or scheduled maintenance.

• Salary: $65,000 - $70,000
• 5% Annual Performance Bonus
• Health & Dental Benefits
• Pension Plan
• 3 Weeks Vacation
• CAA Membership

Employment is contingent on a satisfactory Criminal Background Check, Driver's Abstract, and references.

Reasonable accommodations will be provided to applicants with disabilities throughout the recruiting process.