Bilingual Senior Analyst, End User Computing (EUC) Support - Level 2 Job Requisition ID: 11984 Position Status: Permanent Full Time Position Type: Hybrid Travel Requirement: Limited 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 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. #J-18808-Ljbffr