Support and Infrastructure Analyst, It
1 week ago
The Canada Infrastructure Bank (CIB) is working in partnership with governments, Indigenous communities and the private sector to invest $35 billion in infrastructure that benefits Canadians.
By attracting and leveraging private sector and institutional investment in revenue-generating infrastructure projects in the public interest, we are building a portfolio of investments in key sectors including transit, clean power, green infrastructure, trade & transportation and broadband that will foster economic growth, connect Canadians and contribute to the sustainability of infrastructure in Canada.
The Support and Infrastructure Analyst, IT will be responsible for providing first-line of support to the end-users across the organization. They will work with the Senior Director of Information Technology and with the IT team, and use their technical and trouble-shooting skills to ensure that business users receive efficient support for their IT needs.
The incumbent should be able to work collaboratively across multiple departments, and train end users on best practices.
Your responsibilities include:
- Triaging support requests
- Handling support requests or escalating them to second-line of support
- Help with onboarding / offboarding
- Liaise with external suppliers when required
- Ensure quality and consistency of the support process
- Educate end-users on acceptable use of technology
- Build up and maintain a knowledge base
- Create, and update policies and procedures and fully document troubleshooting and procurement processes.
- Take co-responsibility for all technical infrastructure
- Occasional (but very rare) onsite visits to Calgary / Montreal may be required
The ideal profile:
- Bachelor’s degree in Information Technology, Computer Science, Information Systems, or a related field
- 2+ years of experience in a user-facing Help Desk role with at least 1 year in a cloud-based environment
- 2+ years of experience in an environment based on Microsoft technologies
- Strong understanding of Office 365; including licensing
- Knowledge of MS Teams, SharePoint, Active Directory / Azure AD
- Experience with any Dynamics 365 products an asset
- Experience with Intune or similar
- Understanding of ITSM and ITAM
- Experience using an ITSM or a ticketing tool
- Experience with a Remote Monitoring & Management.
- Knowledge of NinjaOne welcome but not required
- Experience with IT asset management
- Knowledge of networking
- Experience with A/V equipment an asset
- Strong understanding of IT security principles
- Attention to detail and focus on high quality standards in line with market best practices
- Ability to work under pressure and manage multiple tasks/transactions
- Results oriented and accountable to meet scheduled milestones
- Excellent communicator both verbally and in writing
- Bilingual English/French (an asset)
- We thank you for your interest. Only those selected for further screening or an interview will be contacted. _
- At the CIB, we are committed to diversity and equitable access to employment opportunities. If you require an accommodation for the recruitment/interview process (including alternate formats of materials, or accessible meeting rooms or other accommodation), please let us know and we will work with you to meet your needs._
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