PRIMARY FUNCTION
The position provides frontline and intermediate technical support to end users, ensuring timely resolution of IT incidents and service requests. This role focuses on troubleshooting, user support, and maintaining daily IT operations, while escalating complex issues when required.
KEY RESPONSIBILITIES
- Act as first and second-level support for IT incidents and service requests (in-person, email, phone, ticketing system)
- Troubleshoot hardware, software, and network connectivity issues
- Set up and deploy end-user equipment (laptops, desktops, mobile devices, printers)
- Manage user accounts and access (Active Directory, Microsoft 365)
- Support email, collaboration tools, and Office applications
- Install, configure, and update software and systems
- Maintain accurate documentation of tickets, solutions, and procedures
- Follow IT security policies (endpoint protection, access control, phishing awareness)
- Escalate unresolved or complex issues to senior IT teams
- Assist with onboarding/offboarding (account setup, access, equipment)
- Participate in basic maintenance activities (patching, updates, asset tracking
QUALIFICATIONS:
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required.
- Two to three years of experience in IT Support / Service Desk
- Strong troubleshooting skills (Windows OS, Office 365, basic networking)
- Experience with: Active Directory (user accounts, groups, password resets), Microsoft 365 (Outlook, Teams, basic Exchange tasks), Security tools (MFA, endpoint protection), Backup tools (e.g., Veeam)
- Experience supporting: Laptops, desktops, printers, mobile devices
- Familiarity with ticketing systems (ServiceNow)
Key Competencies
- Customer-focused mindset
- Problem-solving and troubleshooting ability
- Clear communication with technical and non-technical users
- Team collaboration
- Adaptability and willingness to learn
Additional Skills and Experience Considered an Asset
Experience:
- Basic understanding of: Networking (IP, DNS, DHCP – fundamentals)
- Strong communication skills and customer service mindset
- Ability to prioritize and manage multiple tickets
Experience:
- Azure / Entra ID
- Endpoint management tools (Intune, SCCM)
- Basic virtualization (VMware)
Exposure to:
- ITIL practices (incident, request, escalation)
- Scripting basics (PowerShell)
- Experience in industrial/logistics environments (e.g., port operations)
WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job:
- Working in office facility with air conditioning
- Monitoring and visiting terminals operations on occasion, with exposure to mixed weather conditions, such as extreme heat, extreme cold, wind, rain, sleet, snow.
- Working in areas where noise is moderate.
- Working in Container Handling Equipment like STS, RTGs etc. which involves working at heights.
- Position will be required to be accessible and able to respond to inquiries on a 24/7 schedule; and be prepared to act/direct operations at any time.
- PPE safety vest, safety glasses, hearing protection and CSA approved work boots while on any terminal area is always required.
PHYSICAL DEMANDS: The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job:
- While performing the duties of this job the employee is regularly required to sit, stand,
- walk, talk, and/or hear.
- The employee is occasionally required to reach with hands and arms. The employee is
- occasionally required to lift to 50 pounds.
- The vision requirements include close vision, depth perception and ability to adjust focus.
HOURS OF WORK: This position is required to work for the most part from 8:00 a.m. to 5:00 p.m. Monday through Friday. The position will be required to be accessible and able to respond to inquiries and or emergencies on a 24/7 schedule; and be prepared to act/direct IT requirements at any time.
COMPENSATION: This is a full time, permanent salaried position with medical, dental and pension benefits; potential bonus opportunity.
PSA Halifax is an equal opportunity employer
Job Type: Full-time
Benefits:
Flexible language requirement:
Application question(s):
- Do you now, or will you in the future, require sponsorship for employment visa status?
- Do you have strong troubleshooting skills (Windows OS, Office 365, basic networking)?
Experience:
- IT support: 2 years (required)
Location:
- Halifax, NS B3J 3R7 (required)
Work Location: In person
