Bilingual Analyst, IT Support

Canada Mortgage and Housing Corporation (CMHC) Société canadienne d'hypothèques et de logement(SCHL); Ottawa; Hybrid; CAD 62,393 - 77,992; Full time

Job summary

Canada Mortgage and Housing Corporation (CMHC) is seeking an Analyst, IT Support on a temporary full-time, hybrid basis in Ottawa. You will deliver first-line technical support for Windows devices, Microsoft 365 apps, and enterprise tools, while supporting end-user computing and meeting room tech across the organization.

The role requires a bachelor's degree in CS or related field and at least 1 year of IT support experience. Pay ranges are based on qualifications and experience.

Qualifications

• Bachelors degree in CS or related field or equivalent experience.
• At least 1 year in IT support or service desk environments.
• Experience with ServiceNow or similar ITSM tools is preferred.
• Strong customer service orientation and professional communication.

Responsibilities

• Provide first-line technical and application support to end users.
• Troubleshoot Windows devices, Microsoft 365, VPN, and peripherals.
• Log, categorize, prioritize, and track incidents in ServiceNow.
• Assist with onboarding/offboarding and daily IT operations.
• Escalate complex issues to appropriate teams with documentation.

Skills

Customer service

IT support

Windows 10/11

Microsoft 365

ITSM

Communication

Education

Bachelor's degree in Computer Science or related field

Tools

ServiceNow

Microsoft 365

Job description

Job Requisition ID: 12355

Position Status: Temporary Full Time

Position Type: Hybrid

Office Location: Ottawa (ON); Montreal (QC); Toronto (ON)

Travel Requirement: Limited

Language Designation: Bilingual

Language Skill Levels (Read/Write/Speak): CBC

Security Requirement: Reliability Status

Salary: Our salaries generally range from $ 62393.27 to $ 77991.59 and are based on qualifications and experience.

About CMHC

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system. At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust, where our leaders favour an adaptive approach based on the needs of their teams. Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

What’s in it for you

We've got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a contract employee:

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.

About The Role

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.

What You Will Do

• 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 elevate 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.

What You Should Have

• 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 elevate issues appropriately.
• Willingness to learn new systems, tools, and processes in a structured support environment.

It Would Be Great If You Also Had

• 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.

Posting closing date

Note, the competition will remain active until filled.

This position may be designated for Standby and Call Back duties based on operational needs. Should such duties be assigned, they must be performed in accordance with CMHC policies, including the Standby and Call Back Pay Procedure.

Our commitment to diversity, equity, and inclusion

We’re committed to employment equity and encourage women, Indigenous Peoples, persons with disabilities, veterans and persons of all races, ethnicities, religions, abilities, sexual orientations, and gender identities and expressions to apply. We also welcome applications from non-Canadians who are eligible to work in Canada. CMHC is an inclusive workplace where diversity of thought - and of people - are recognized, valued, and considered essential to achieving our mission.