Service Desk Analyst

Canada Energy Regulator
Calgary (Alberta)
IT-02, NB-08 - See “Other Information” #1
Term
$86,777 to $105,578
For further information on the organization, please visit Canada Energy Regulator

**Closing date: 20 October 2025 - 23:59, Pacific Time**

**Who can apply**: Persons residing in Canada, and Canadian citizens and Permanent residents abroad.

**Important messages**:
We are committed to providing an inclusive and barrier-free work environment, starting with the hiring process. If you need to be accommodated during any phase of the evaluation process, please use the Contact information below to request specialized accommodation. All information received in relation to accommodation will be kept confidential.

Assessment accommodation

The Canada Energy Regulator (CER) works to keep energy moving safely across the country. We review energy development projects and share energy information, all while enforcing some of the strictest safety and environmental standards in the world. Headquartered in Calgary, Alberta with regional offices in Montréal, Vancouver and Yellowknife, the CER has approximately 600 employees.

The Federal Public Service is stronger and most effective when we reflect the diversity of the Canadian population we serve. The CER is dedicated to building and promoting a diverse, equitable and inclusive workforce, representative of all Canadians regardless of race, ethnicity, sex, age, disability, sexual orientation, gender expression, socio-economic background or lived experience.
- Indigenous Peoples are people who are First Nation, Inuit or Métis.

The CER strives to be an employer of choice for Indigenous Peoples*. We are committed to implementing systemic changes within the organization, as well as supporting the individual Reconciliation journey of each person at the CER. We offer our Indigenous employees fifteen (15) hours of paid leave and twenty-two decimal five (22.5) hours of unpaid leave — that can also be made up hour for hour — per year to engage in traditional Indigenous practices. We provide access to Elders, one-on-one coaching, social and cultural events in the workplace, and opportunities to work and lead in a hybrid work model. Depending on the position, we also offer full-time telework options for Indigenous employees for whom living and working in or near their communities is critical to their identity, cultural security and the exercise of Treaty and inherent rights.

The CER is recognized as one of Canada's Top 100 Employers in a national competition to determine which employers lead their industries in offering exceptional workplaces for their employees.

**Duties**:
As part of the Client Service team, the Service Desk Analyst provides professional IT and telecommunication services to the CER and clients. These services include incident management and response, problem resolution, minor infrastructure changes, IT product (hardware and software) deployment and technical support at Hearings. As the primary service provider for technology support, you are enabling everyone in the CER to do their job by providing technologies and tools. You will also play an essential role in protecting the Canadian public interest through assisting during the CER’s public hearings.

**Intent of the process**:
**Positions to be filled**: 1

**Information you must provide**:
Your résumé.

Education: Diploma (approximately 2-3 years of study) in an IT related discipline or a combination of education, training and experience.

Degree equivalency

**Experience**:
E2 Experience in providing client support of network and computer including M365, Active Directory, Identity and Access Management, imaging, endpoint protection, and diagnostics of issues.

E3 Experience using IT service management software to process requests.

E4 Experience assisting staff and clients with the installation and configuration of computing equipment such as laptop, iPhone, printers, networks, multi-display monitors, telepresence, wireless routers, and internet services.

Asset Qualifications

AQ1 Experience in an IT Service Desk environment.
AQ2 ITIL, ITSM or Microsoft certifications.
AQ3 Experience in supporting telecom or mobile devices.
AQ4 Experience in supporting Microsoft Teams Room (MTR) meetings.
AQ5 Experience in hearing technical support.
AQ6 Degree in Computer Science or related from a recognized University.

**The following will be applied / assessed at a later date (essential for the job)**:
English essential

Information on language requirements

Organization-wide and Business Competencies:
OC1 Leadership & Teamwork (Apply)

OC2 Accountability & results Orientation (Apply)

OC3 Initiative & Adaptability to Change (Apply)

OC4 Oral Communication (Apply)

OC5 Written Communication (Apply)

Technical Competencies:
TC1 Technical Knowledge (Apply)
- IT Technical problem-solving by systematic reduction of variables and issues to determine root-cause at a client issue level.
- Basic testing and validation of