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

Job Requisition ID: 11984

Position Status: Permanent Full Time

Position Type: Hybrid

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

Travel Requirement: Limited

Language Designation: Bilingual

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

Security Requirement: Reliability Status

Salary: Our salaries generally range from $ 73,555.31 to $ 91,944.14 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 permanent employee:

• 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.
• While positions at CMHC require some in-office presence, alternative work arrangements may be considered for Indigenous candidates.

About the role
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.

What you’ll do:

• 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.

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 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.

Technologies:

• Microsoft workplace technologies: Windows 10/11, Microsoft 365 (M365), and enterprise endpoint integration.
• End user & collaboration technologies: Enterprise devices (laptops, printers, mobile devices, peripherals) and video conferencing / smart meeting room solutions (e.g., Surface Hub).

It would be great if you also had:

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

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.

Learn more about our commitment to diversity and inclusion

What happens after you apply

We know that applying for a new job can be both exciting and daunting, and we appreciate your effort. Learn more about our hiring process. If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful don’t worry – we're always posting new positions, so don’t hesitate to give it another shot. We’re excited to see what you bring to the table this time around!