Bilingual Senior Analyst, End User Computing (EUC) Support - Level 2

CMHC - SCHL • Montreal, QC

34d • Hybrid

About The Position

Join the Infrastructure and Operations Team, in the Bilingual Senior End User Computing (EUC) Support Analyst – Level 2 position. In this role you will be responsible for providing advanced Level 2 technical support to secure a reliable, and modern digital workplace. This role focuses on resolving complex end user technology issues while supporting productivity across the organization. You will be a key technical expert within the EUC function, contributing directly to service quality and continuous improvement.

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 3 years of experience providing end user computing or workplace technology support in an enterprise environment.
• Proven experience delivering advanced Level 2 support, resolving complex, non routine incidents requiring strong analytical and troubleshooting skills.
• Strong hands on expertise with Windows 10/11, Microsoft 365, endpoint/device management tools, and enterprise hardware (laptops, printers, peripherals, and mobile devices).
• Experience supporting video conferencing and smart meeting room technologies (e.g., Surface Hub or similar collaboration platforms).
• Strong communication in English and French, documentation, and collaboration skills, with the ability to explain technical issues clearly, document solutions thoroughly, and work effectively with Level 1 and Level 3 teams.

Nice To Haves

• ITIL Foundation or equivalent ITSM training.
• Microsoft endpoint or workplace technology certifications.

Responsibilities

• Deliver Level 2 support for Windows 11 laptops and desktops, including advanced troubleshooting and remediation.
• Support and maintain end user devices such as laptops, printers, mobile devices, monitors, and peripherals within a Microsoft 365–enabled workplace.
• Troubleshoot and resolve complex hardware, operating system, driver, and firmware issues, escalating to Level 3 teams as needed.
• Provide support for smart workplace and collaboration technologies, including Surface Hub, video conferencing systems, and meeting room devices.
• Support physical security and specialized end user technologies, ensuring compliance with security and regulatory standards.
• Act as the primary Level 2 escalation point, managing incidents and requests via enterprise ITSM (Information Technology Service Management) tools (e.g., ServiceNow).
• Create and maintain knowledge articles, troubleshooting guides, and operational documentation to reduce recurring issues.
• Provide technical guidance and mentorship to Level 1 analysts and contribute to device lifecycle activities and technology rollouts.

Benefits

• Annual Paid vacation.
• Annual individual performance incentive.
• Defined benefit pension plan.
• Comprehensive group insurance plan to support your well-being from day one.
• 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: Senior