IT Support Specialist / L2 Zoom

Professional Institute of the Public Service of Canada•Ottawa, ON

2d•Hybrid

About The Position

The Professional Institute of the Public Service of Canada (PIPSC) is seeking an IT Support Specialist / L2 Zoom to join their team at their National Office in Ottawa. This role involves providing technical services and advice to staff and members, with a significant focus on the configuration, integration, support, and maintenance of the Zoom unified communications platform. The IT Support Specialist will also deliver day-to-day front-line and escalated technical support for hardware, software, network connectivity, and user access issues. The position supports the maintenance of desktop system security, inventories, assets, technical documentation, and continuous service improvements, collaborating with internal teams and external vendors.

Requirements

Completion of a two (2) or three (3) year community college program in computer technology or a certificate from a recognized Information Technology Institute
A minimum of two years hands-on experience researching, configuring, integrating and testing Zoom components across the Zoom platform is a must. Including researching, planning, designing, developing, configuring, integrating, maintaining, and troubleshooting.
Three (3) to five (5) years’ experience in technology administration and technology management platforms or An equivalent combination of education and experience.
English is required
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

Nice To Haves

Fluency in both French and English is an asset
Knowledge of ITIL practices in an IT Operations environment (preferred). Freshservice or ServiceNow experience is an asset.
Strong preference given for system administrator level knowledge of Zoom

Responsibilities

Act as the helpdesk SME / first escalation point for unified communication platforms (Zoom+), including researching, planning, designing, developing, configuring, integrating, maintaining, and troubleshooting.
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.
Implement, install, configure, test, upgrade, support and maintain Institute desktop hardware, operating systems, network and PC-based software applications and utilities.
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.
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.