IT Analyst, Global Techbar (Americas)

CPP Investments | Investissements RPC•Toronto, ON

13d•Onsite

About The Position

As an IT Analyst, Global Techbar, you will provide hands-on technical support that enables colleagues across CPP Investments to work efficiently and effectively. You will own technology incidents and service requests from intake through resolution while delivering an exceptional end-user experience. Working as part of the Technology & Operations team, you will support workplace technologies, endpoint devices, user accounts, and IT service delivery. You will also contribute to continuous improvement initiatives, technology deployments, and operational excellence while building trusted relationships across the organization.

Requirements

Minimum 5 years of experience providing IT support in a corporate environment, including experience in a Service Desk or IT Operations role; financial services experience is preferred.
Bachelor's degree in Computer Science or a related technology discipline; postgraduate studies in technology or networking are an asset.
ITIL Foundation (v3 or v4) certification is required; CompTIA and MCSE certifications are considered assets.
Strong technical knowledge of Windows 10/11, ServiceNow, Microsoft Copilot, cloud technologies (AWS/Azure), networking, security practices, and enterprise endpoint support.
Proven troubleshooting, analytical, and problem-solving skills with the ability to communicate technical concepts clearly to both technical and non-technical audiences.
Excellent customer service, relationship-building, communication, and collaboration skills, with confidence supporting executive stakeholders and global teams.
Demonstrated curiosity and commitment to continuous learning; PowerShell or Python scripting experience is an asset, along with flexibility to travel to New York and São Paulo as required.

Nice To Haves

Postgraduate studies in technology or networking are an asset.
CompTIA and MCSE certifications are considered assets.
PowerShell or Python scripting experience is an asset.

Responsibilities

Deliver end-to-end ownership of employee technology incidents and service requests, ensuring timely resolution and an exceptional client experience.
Provide hands-on support for desktops, laptops, mobile devices, workplace technologies, enterprise applications, and audiovisual systems.
Support user account administration, endpoint provisioning, device deployment, recovery, and IT equipment lifecycle management.
Participate in testing, validation, pilot programs, deployment, and operational readiness activities for new workplace technologies and endpoint solutions.
Contribute to operational excellence by maintaining technical documentation, identifying automation and process improvement opportunities, and recommending service enhancements.
Deliver end-user training, communicate technical concepts in accessible language, and build strong relationships with colleagues across the organization.
Collaborate with global technology teams to troubleshoot complex issues, manage priorities, escalate risks appropriately, and contribute to ongoing service improvement.