{"id":2097499,"url":"https://alion.io/job/pharmalogicgroup-it-support-technician","title":"IT Support Technician","company":{"id":3913129,"name":"Pharmalogicgroup","domain":"pharmalogicgroup.com","url":"https://alion.io/company/pharmalogicgroup","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Dorval, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":50000,"max_usd":94000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":24},"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Active Directory","optional":false},{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Microsoft Entra ID","optional":false},{"name":"Okta","optional":false},{"name":"OneDrive","optional":false},{"name":"OpenAI","optional":false},{"name":"Power Apps","optional":false},{"name":"Power Automate","optional":false},{"name":"Power BI","optional":false},{"name":"Service Desk","optional":false},{"name":"SharePoint","optional":false},{"name":"Windows","optional":false}],"status":"live","first_seen_at":"2026-10-05T16:32:00Z","employer_posted_date":"2026-10-05","last_verified_at":"2026-10-12T03:34:43Z","board_verified":true,"closed_at":null,"days_open":6,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":6},"description":"En tant qu’organisation de soins de santé hautement réglementée, la fiabilité opérationnelle, la conformité, la disponibilité des systèmes et la précision technique sont essentielles à notre mission. Notre organisation des TI joue un rôle direct dans le soutien de la fabrication, de la qualité, des opérations et des fonctions corporatives à l’échelle de l’entreprise.\nAperçu du rôle\nIl s’agit avant tout d’un poste principal au centre de services, destiné à soutenir des opérations essentielles à la mission dans un environnement de soins de santé hautement réglementé. La personne retenue prendra activement en charge la file de demandes du centre de services, résoudra des problèmes complexes et agira comme point de contact lors d’incidents.\nCe rôle comprend des déplacements avec nuitée partout au Canada et aux États-Unis, lorsque requis.\nEn plus des responsabilités principales du centre de services, cette personne aura l’occasion de contribuer à des améliorations fondées sur l’IA et à des initiatives d’automatisation visant à améliorer les processus des TI et les flux de travail plus larges du service.\nPrincipales responsabilités\nGérer activement et résoudre les billets du centre de services à l’échelle de l’Amérique du Nord.\nAgir comme point d’escalade pour les incidents complexes à plusieurs niveaux et les analyses des causes fondamentales.\nDépanner Windows 10/11, macOS, les systèmes d’identité, les réseaux, les postes de travail et les applications d’entreprise.\nAdministrer Microsoft 365 (SharePoint, Teams, Exchange, OneDrive).\nGérer les systèmes d’identité, notamment Active Directory, Entra ID et Okta.\nPréparer, configurer, imager et expédier des ordinateurs portables et de bureau pour les nouvelles embauches, les réparations, les remplacements et les mises à niveau.\nGérer le cycle de vie et la conformité des terminaux à l’aide d’Intune et de solutions MDM.\nParticiper à une rotation d’astreinte 24 h/24 et 7 j/7, en dehors des heures normales et les fins de semaine.\nRepérer des possibilités d’améliorer le traitement des demandes, la résolution des incidents et l’efficacité de la base de connaissances grâce à l’IA.\nSoutenir le développement de solutions d’automatisation et de production de rapports à l’aide de Power Apps, Power Automate, Power BI, ChatGPT (OpenAI) et Microsoft Copilot.\nParticiper à des projets à court et à long terme.\nSe déplacer sur les sites afin d’installer, de remplacer et de réparer du matériel informatique.\nAttentes mesurables\nRéduire, au cours des 12 premiers mois, les billets répétitifs ou manuels du centre de services grâce à des initiatives d’automatisation.\nAméliorer la qualité, la structure et la facilité d’utilisation de la base de connaissances.\nMaintenir un niveau élevé de satisfaction de la clientèle tout en gérant de façon autonome des problèmes complexes.\nDémontrer la prise en charge d’au moins une initiative mesurable d’amélioration des services au cours de la première année.\nExpérience et compétences requises\nAu moins 7 ans d’expérience progressive en centre de services TI d’entreprise ou en informatique pour utilisateurs finaux.\nExpertise démontrée en dépannage de niveau 2-3 dans des environnements complexes.\nSolide expérience en administration de Microsoft 365 et de SharePoint.\nExpérience pratique avec Intune et la gestion du cycle de vie des terminaux.\nExpérience avec Active Directory, Entra ID et Okta.\nExpérience pratique de plateformes d’IA d’entreprise telles que ChatGPT (OpenAI), Microsoft Copilot et Claude.\nCapacité à expliquer clairement des concepts techniques et d’IA à des parties prenantes non techniques.\nSolides compétences en gestion du temps et capacité à travailler de façon autonome.\nExcellentes aptitudes interpersonnelles en service et en soutien, notamment en communication et en accompagnement des utilisateurs.\nPage Break\nAs a highly regulated healthcare organization, operational reliability, compliance, uptime, and technical precision are mission critical. Our IT organization plays a direct role in supporting manufacturing, quality, operations, and corporate functions across the enterprise.\nRole Overview\nThis is first and foremost a senior Service Desk role supporting mission-critical operations within a highly regulated healthcare environment. The successful candidate will actively work the service desk queue, resolve complex issues, and serve as a contact point during incidents.\nThis role does include overnight travel throughout Canada and the United States when required.\nIn addition to core service desk responsibilities, this individual will have the opportunity to contribute to AI-driven improvements and automation initiatives that enhance IT processes and broader departmental workflows.\nKey Responsibilities\nActively manage and resolve service desk tickets across North America.\nServe as an escalation point for complex, multi-layer incidents and root cause investigations.\nTroubleshoot Windows 10/11, macOS, identity, network, endpoint, and enterprise application issues.\nAdminister Microsoft 365 (SharePoint, Teams, Exchange, OneDrive).\nManage identity systems including Active Directory, Entra ID, and Okta.\nStage, configure, image, and ship laptops and desktops for new hires, repairs, replacements, and upgrades.\nManage endpoint lifecycle and compliance using Intune and MDM solutions.\nParticipate in a 24/7 after-hours and weekend on-call rotation.\nIdentify opportunities to improve request handling, incident resolution, and knowledge base efficiency using AI.\nSupport development of automation and reporting solutions using Power Apps, Power Automate, Power BI, ChatGPT (OpenAI), and Microsoft Copilot.\nParticipate in long- and short-term projects.\nTravel on site to install, replace and repair I.T. hardware.\nMeasurable Expectations\nReduce repetitive or manual service desk tickets through automation initiatives within the first 12 months.\nImprove knowledge base quality, structure, and usability.\nMaintain high customer satisfaction while independently managing complex issues.\nDemonstrate ownership of at least one measurable service improvement initiative within first year.\nRequired Experience & Skills\nMinimum 7 years of progressive enterprise IT Service Desk or End-User Computing experience.\nDemonstrated Level 2-3 troubleshooting expertise in complex environments.\nStrong Microsoft 365 and SharePoint administration experience.\nHands-on experience with Intune and endpoint lifecycle management.\nExperience with Active Directory, Entra ID, and Okta.\nPractical exposure to enterprise AI platforms such as ChatGPT (OpenAI), Microsoft Copilot, and Claude.\nAbility to communicate technical and AI concepts clearly to non-technical stakeholders.\nStrong time management skills and ability to work independently.\nExcellent service and support soft skills such as communication and education.\nPage Break","description_format":"text","description_chars":6858,"description_truncated":false,"requirements":{"experience_years_min":7,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[{"language":"French","level":"Advanced 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