Bilingual Analyst, IT Client Services

6 days ago

Ottawa, Canada CATSA ACSTA Full time

Summary of responsibilities:

The Analyst, IT Client Services is responsible for providing first and second level support to address information technology issues for end users with hardware, software, and peripherals. Acts as liaison between the end user and other IT functional groups. The Analyst, IT Client Services performs all other duties and responsibilities related to the position as required.

What you need to succeed

To qualify for the position, you must have:

Graduation from a recognized college or post-secondary learning institution, with a diploma/certificate in computer science, information technology, information management, or another specialty relevant to the position. A minimum of three years of experience in a support/client-facing role in an IT environment. Experience supporting a variety of hardware and software products such as workstations, laptops, podiums, handheld devices, etc. Experience conducting diagnostics, configurations, and installation of technology. Experience documenting resolutions to technical problems. Experience conducting research, analysis and evaluation of new software or hardware technologies. Experience supporting multiple mobile devices including Android smartphones and tablet devices. Experience setting up boardroom presentation equipment typically utilized in meetings (projectors, presentation changer, audio equipment) Knowledge of: IT asset management / inventory control.computer and network security.Microsoft application environments.common application programs, MS Office 6, and Adobe software suites.core business processes within an IT group.Windows 7 and Windows environments.Dell / Lenovo workstations & notebook PCs; androot cause analysis: tracking of known errors in database and change management processes. General knowledge of network infrastructure components (WAN, MAN, LAN). Familiarity with several types of products, hardware and software, their installation and troubleshooting of products. Knowledge of network infrastructure components (WAN, MAN, LAN). Familiarity with helpdesk tracking systems.

This position is best suited to individuals with the following skills and abilities:

Strong client service orientation. Ability to listen carefully to users; understand client needs and provide appropriate solutions. Ability to explain complex concepts in concise, easy-to-understand language. Ability to think creatively, to troubleshoot and to propose creative solutions. Team player who also can work independently. High attention to detail and quality. Professionalism and tact. Reliability, tact, courtesy. Ability to communicate effectively orally and in writing. Strong client service orientation. Ability to multi-task and prioritize, strong organizational skills.

Valuable skills include:

Knowledge of CATSA's mandate and priorities, as well as an awareness of relevant legislation impacting CATSA. Knowledge of Corporate Security and IT Security policies dealing with sensitive information access to secure areas. Experience with distance learning tools and computer-based training programs. Experience supporting Apple products including Macs, and iPads. Experience using remote desktop applications to support users remotely. Experience leading projects in a service desk environment as they relate to continuous improvement. Experience leading small projects as in a service desk environment as they relate to continuous improvement. ITIL certification.

Specific work requirements

Ability to work overtime as required; Ability to travel as required Language Profile: Bilingual BBBB; Ability to obtain and maintain a Secret security clearance; and Be a Canadian citizen or permanent resident.

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