Bilingual Analyst, IT Support

CMHC - SCHL • Montreal, QC

1d • CA$62,393 - CA$77,992 • Hybrid

About The Position

Join the Infrastructure and Operations team, in the Analyst, IT Support position. In this role, you will provide first‑line technical and application support to end users across the organization and ensure reliable day‑to‑day operation of end‑user computing, collaboration tools, connectivity, and key business applications. As part of the Help Desk and Business Support team, you will act as a primary point of contact for incidents, service requests, and basic troubleshooting related to Windows devices, Microsoft 365 (E5), end‑user connectivity, peripherals, meeting room technology, and a portfolio of enterprise and business applications. This is a temporary position until September 2027.

Requirements

• A bachelor’s degree in Computer Science, Information Systems, or a related field. An equivalent combination of education and/or experience can be considered.
• A minimum of 1 year of experience in an IT support, service desk, or end-user computing environment.
• Experience providing first line technical support in an enterprise environment as well as a strong customer service orientation with the ability to communicate clearly and professionally with end users.
• Exposure to IT service management processes (incident, request, escalation) using an ITSM tool (e.g., ServiceNow).
• Working knowledge of Windows 10/11 desktop and laptop environments.
• Familiarity with Microsoft 365 applications, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Ability to troubleshoot common end-user issues related to: Connectivity (Wi‑Fi, VPN client issues, wired access), Peripherals (printers, monitors, docking stations, webcams, headsets), Meeting room and collaboration technology.
• Basic awareness of enterprise and business applications, with the ability to follow documented support procedures and escalate issues appropriately.
• Willingness to learn new systems, tools, and processes in a structured support environment.

Nice To Haves

• ITIL Foundation certification or basic ITSM training.
• Microsoft 365 Fundamentals (e.g., MS‑900) or equivalent experience.
• Experience supporting enterprise business applications in a regulated environment.

Responsibilities

• Provide first‑line support for end users, requiring usage‑level knowledge of a range of business and enterprise applications, such as: Dynamics 365 Sales, Marketing, and Customer Service (CRM), Dynamics 365 Finance and Operations (ERP), SAP SuccessFactors HCM suite (HR), Azure Cloud Computing Services and DevOps, Financial reporting and analytics platforms supporting IFRS17 compliance, Microsoft Power Platform and Copilot, Kiteworks Secure file Sharing, Insurance and Insurance Servicing related applications, Mainframe-based business applications (IBM z/OS environment).
• Support the Microsoft 365 E5 suite, including Outlook, Teams, OneDrive, SharePoint, Word, Excel, and PowerPoint.
• Assist users with account access issues, password resets, and basic identity‑related requests following established procedures.
• Support end‑user hardware (monitors, docking stations, printers, scanners, webcams, headsets, mobile peripherals) and troubleshoot end‑user connectivity issues (Wi‑Fi and wired network access, VPN connectivity, peripheral and device connectivity).
• Perform initial triage, issue reproduction, and basic resolution using documented procedures, and escalate complex incidents to application support, infrastructure, or vendor teams with clear diagnostics and documentation.
• Log, track, and manage incidents and service requests using the enterprise ITSM tool (e.g., ServiceNow).
• Ensure tickets are accurately categorized, prioritized, and documented, and maintain clear communication with users regarding status, resolution, and next steps.
• Identify recurring issues and suggest improvements to processes, documentation, or tooling.
• Participate in onboarding and offboarding support activities for end users.

Benefits

• Accrued vacation.
• Annual individual performance bonus.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level