Senior End User Support Technician

CGI Njoyn; Ottawa; On-site; CAD 55,000 - 85,000; Full time

Job summary

An innovative organization dedicated to improving health care in Canada seeks a Senior End User Support Technician. In this pivotal role, you will provide advanced support for end-user hardware and software, manage key applications, and drive continuous improvement in service delivery. Join a collaborative team where your contributions will directly impact the evolution of health systems. This role offers a dynamic work environment with a strong focus on professional development and work-life balance. If you're passionate about technology and making a difference, this opportunity is for you!

Benefits

Retirement Planning Program

Generous vacation days

Work-life balance

Learning and Professional Development Program

Flexible benefits program

Qualifications

• 3-5 years experience in Desktop Support or technical service desk.
• Advanced ability to use and administrate key technologies.
• Strong customer-service skills and collaborative orientation.

Responsibilities

• Oversee and manage key systems and applications for end user experience.
• Provide technical expertise and support for hardware and software issues.
• Assist in documentation and development of standard operating procedures.

Skills

Desktop Support

Customer Service

Problem Solving

Documentation

Adaptability

Collaboration

Python

Education

Undergraduate degree in Computer Systems Technician

Diploma in Computer Engineering Technology

Certification in A+, MCP, MCSE, MCITP/MCSA

Tools

SCCM

Intune

Windows Server Administration

Group Policies

PowerApps/Objects

Job description

We are an organization comprised of industry thought leaders who are passionate about health data and want to make a difference in the health care field. We are an independent, not-for-profit organization and together with our partners we provide essential information on Canada's health systems, enabling decisions that lead to healthier Canadians. As a valued member of the CIHI team, you and your work will have a pivotal role in the evolution of Canada's health care systems.

CIHI is recognized as an exceptional place to work that embraces diversity, respect, integrity, collaboration and innovation. Learn about our Equity, Diversity and Inclusion Strategy and the work being done to create a more inclusive and welcoming organization by focusing on how we learn, govern and practise.

At CIHI, we recognize what matters to our employees. Some of the benefits of working at CIHI include

• Retirement Planning Program
• Generous vacation days for permanent and long-term contracts
• Work-life balance
• Learning and Professional Development Program
• Flexible benefits program from your first day on the job for permanent and long-term contracts

Why is this role important?

The Senior End User Support Technician provides advanced support for end-user hardware and software issues, managing key applications and infrastructure. They handle complex incidents, develop systems and apps for IBO and CIHI, and assist in resolving technical problems through proactive maintenance and component replacement. The role also involves identifying trends, implementing permanent solutions, and driving innovation through continuous improvement and collaboration.

What you'll do

1. Oversees, configures and manages key systems, applications and methodologies in support of Infrastructure Business Operations to maintain and improve end user experience.

2. Supports and facilitates Service Desk and End User Support’s processes and systems with a focus on continuous improvement and innovation.

3. Provides technical expertise, consultation and/or recommending solutions in relation to any vulnerabilities, projects or initiatives impacting end user security or services.

4. Provides escalated support to incidents and service requests related to the end-user hardware, software, deployment and management environments. This includes but is not limited to; onsite and remote support, installation and configuration of desktop PCs/laptops, tablets, mobile devices, peripherals, GPOs, Intune, SCCM and other support infrastructure.

5. Recommends and performs proactive and/or scheduled maintenance, installation or replacement of desktop components and software, including testing and monitoring, utilizing and maintaining supporting systems and processes and documented procedures, escalating problems to the appropriate staff and departments as required.

6. Executes and supports the desktop life cycle management process through imaging, configuration, installation and recovery of PC/Laptops and peripherals as required, managing the inventory via prescribed systems and processes, including physical storage of equipment in designated areas which are kept secure and organized.

7. Spearheads initiatives related to CIHI’s Active Directory services, as it relates to end user experience and supporting systems.

8. Actively participates, supports and adheres to CIHI’s ITS processes including, but not limited to: ISMS (Information Security Management System) relevant to the desktop environment (e.g. secure hardening of devices, proper disposal/wiping of hard drives), the ITIL Foundational processes (incident, change and problem management)

9. Monitors and tests desktop performance and provides statistics and recommendations as required.

10. Assists in the ongoing documentation and development of standard operating procedures and technical knowledgebase for end user support.

11. Provides on-call coverage for after-hours monitoring and/or supports on an ad hoc or rotational basis or when required.

12. Assumes other related responsibilities as required.

What you'll bring to the table

• Undergraduate degree or diploma in Computer Systems Technician, Computer Engineering Technology, Computer Science or equivalent combination of experience and education.
• 3-5 years’ experience in a Desktop Support role and/or within a technical service desk environment (Windows PC/laptop/tablet hardware, and peripherals).
• Demonstrated advanced ability to use and administrate key technologies that support end user systems such as SCCM, Intune, PowerApps/Objects, Group Policies, Windows Server Administration.
• Demonstrated experience in documenting operational procedures.
• Knowledge of ITIL foundations is a desired asset.
• Completed certification in A+, MCP, MCSE, MCITP/MCSA (Enterprise Desktop Support), CCNA, CISSP or equivalent is an asset.
• Strong customer-service skills/orientation, collaborative and team oriented with excellent communication skills (oral/written).
• Adaptability and flexibility to work overtime when required.
• Demonstrated proactive thinking and resolutions to issues.
• Experience and/or training in social and corporate communications and negotiations is an asset.
• Knowledge and experience in Python is an asset.
• Fluency in both official languages is an asset.

To find out more about this role and other exciting opportunities visit our website at www.cihi.ca and check out our 'Careers' section.

We thank all those who apply, however, only candidates selected for an interview will be contacted.

As part of CIHI’s applicant screening process, we complete a comprehensive pre-employment background check for all potential hires. This includes a criminal record check, credit report, social media, and education verification.

At CIHI we are committed to fostering an inclusive, barrier-free and accessible environment. Part of this commitment includes arranging accommodations to ensure an equitable opportunity to participate in the recruitment and selection process. If you require an accommodation, we will work with you to meet your needs.

Please note the CIHI Recruiting Team uses email to communicate with applicants. Please make sure your profile has an updated email address that is checked regularly, including the junk/spam mail folder, as we send time sensitive emails (i.e. testing and interview bookings).