IT Support Specialist

Location: Ottawa Ontario (Hybrid)
Reports to: IT Manager
Position type: Permanent Part-time (up to 20 hours weekly)
Classification: Included in the bargaining unit Band 3

Salary Range: CAD $59986 - $73087 per annum (Prorated to part-time hours)

Language requirements: Bilingualism (English and French/or Spanish)

Job Posting: Internal & External

ABOUT CUSO INTERNATIONAL

Cuso 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 presently supports programs implemented in Africa Canada Central an South America and the Caribbean. Find out more

ABOUT THE ROLE

We are seeking a highly motivated and skilled IT Support Specialist to join our corporate services team. Reporting to Cusos 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 RESPONSIBILITIES

IT 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.

Microsoft 365 Platform Support:

• 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).
  
  

Azure System Administration & Monitoring:

• 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.

System & Network Monitoring:

• 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.

Remote User Support:

• Provide comprehensive remote technical assistance to employees across various locations and devices.
• Utilize remote access tools to diagnose and resolve issues efficiently.

Documentation & Training:

• 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.

Qualifications and Experience:

• Bachelors 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.

HOW TO APPLY

Cuso International is committed to creating and fostering an inclusive culture. We strive to actively celebrate diversity advance our equitable practices and drive greater inclusion. We offer a comprehensive employee benefits package and insurance generous days of paid time off including vacation and sick days and more.

Please click the Apply for This Job button to submit your application by September 11 2025 at 11:59 PM (EST).Interested candidates are invited to submit their resume and a cover letter. Please note that a confirmation email will be generated once you submit your application but it may be directed to your spam or junk folders of your email inbox. Note that only candidates selected for interviews will be contacted.

Cuso International is committed to the integrity of our volunteers interns staff managers board members and subcontractors in preventing sexual violence in the way we operate. This is done through a defined framework code of conduct values and guiding principles as well as Cooperation Canadas Leaders Pledge.

Cuso International is an equal opportunity employer and encourage applications from all qualified applicants. Accommodations will be provided at any stages of the hiring process upon request. Thank you for your interest in Cuso International.

Required Experience:

Senior IC