User Technology Support Specialist (T & I) (Telework/Hybrid)

CBC/Radio-Canada•Ottawa, ON

9d•Hybrid

About The Position

At CBC/Radio-Canada, we create content that informs, entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values, which include creativity, integrity, inclusiveness and relevance. Behind the scenes, but ahead of the curve: help us develop the next-generation public service media organization. Technology & Infrastructure (T&I) is the backbone and the future-forward arm of CBC/Radio-Canada. Our purpose is to constantly innovate to evolve and maintain the Corporation’s technology and infrastructure. We are the people that make stuff work. We make connections between media content, systems, people and places. We are the space in between. A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology — not just in Canada but around the world. Today, we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force, and we are the team making it happen. This is a hybrid role with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

Requirements

Community College diploma in computer science, or the equivalent.
Three years of practical and related experience, at least one of which should be in the area of assignment or one very similar.
English (Reading - C - Advanced), English (Speaking - C - Advanced), English (Writing - C - Advanced)
French (Reading - C - Advanced), French (Speaking - C - Advanced), French (Writing - C - Advanced)

Responsibilities

Provides first-level support for end user technology used in the assigned area within CBC/Radio-Canada.
Performs and monitors the activities related to the installation, maintenance, repair and configuration of software and end-user devices and peripherals, according to the Corporation standards and policies.
Provides solutions for all known end-user support issues.
Troubleshoots, documents, escalates, tracks and prioritizes new issues.
Has excellent communication and customer service skills.
Able to work under pressure and de-escalate tense situations.
Exercises judgment, discretion, creativity and initiative in the course of their day.
Periodically participates in large projects and roll-outs.
Decommissions and performs other related duties for all designated end user technology.
Configures basic automation on users' devices.
Provides a solution using established procedures and knowledge base.
Confirms with the end user that the solution provided is satisfactory.
Provides guidance to users and recommends specific training tools.
Promotes the use of processes and practices that ensures the security of end-user data.
May coordinate with others in smaller initiatives.
Ensures that relevant documentation is up-to-date.
In accordance with the procedures established, communicates with vendors and service suppliers to obtain service and support on end-user devices and peripherals.
Obtains financial authorization for the repair or purchase of end-user technology.
Maintains comprehensive and up-to-date knowledge of related technologies.
Keeps up with technology changes and new user technology as they emerge.
Grants access and privileges to centralized systems according to an established approval process.
Installs or removes end user technology and software.
Updates the inventory of end user technology and software assets.
Recommends and encourages established production workflows and best practices.
Receives end-user service and incident requests, or questions.
Accurately documents the details and nature of the end-user request.
Escalates unsolved issues to the second-level support team.
May use creative problem solving skills.
Uses judgment and discretion daily (when dealing with confidential material).
Participates in the evaluation of new equipment technology and software, as required, by performing the required tests; identifies if the criteria are met and reports.
Transfers and relocates equipment as required.
Performs all or part of the function or duties of an equivalent or lower classification.