User Technology Support Specialist; T & I; On-site

Position Title
User Technology Support Specialist (T & I) (On-site)

Status of Employment
Permanent

Position Language Requirement
English, French

Language Skills
English (Reading - C
- Advanced), English (Speaking - C
- Advanced), English (Writing - C
- Advanced), French (Reading - C
- Advanced), French (Speaking - C
- Advanced), French (Writing - C
- Advanced)

Primary Location
181 Queen Street, Ottawa, Ontario, K1P 1K9

Number Of Openings
1

Work Schedule
Full time

This role requires full-time on-site presence

Provides first-level support for end user technology used in the assigned area within CBC/Radio-Canada. Performs and monitors the activities related to the installation, maintenance, repair and configuration of software and end-user devices and peripherals, according to the Corporation standards and policies.

Provides solutions for all known end-user support issues. Troubleshoots, documents, escalates, tracks and prioritizes new issues. Has excellent communication and customer service skills. Able to work under pressure and de‑escalate tense situations. Exercises judgment, discretion, creativity and initiative in the course of their day. Periodically participates in large projects and roll‑outs.

• Decommissions and performs other related duties for all designated end user technology.
• Configures basic automation on users' devices.
• Provides a solution using established procedures and knowledge base. Confirms with the end user that the solution provided is satisfactory.
• Provides guidance to users and recommends specific training tools.
• Promotes the use of processes and practices that ensures the security of end-user data.
• Periodically participates in large projects and roll‑outs.
• May coordinate with others in smaller initiatives.
• Ensures that relevant documentation is up-to-date.
• In accordance with the procedures established, communicates with vendors and service suppliers to obtain service and support on end-user devices and peripherals.
• Obtains financial authorization for the repair or purchase of end-user technology.
• Maintains comprehensive and up-to-date knowledge of related technologies.
• Keeps up with technology changes and new user technology as they emerge.
• Grants access and privileges to centralized systems according to an established approval process.
• Installs or removes end user technology and software. Updates the inventory of end user technology and software assets.
• Recommends and encourages established production workflows and best practices.
• Receives end-user service and incident requests, or questions. Accurately documents the details and nature of the end-user request.
• Escalates unsolved issues to the second-level support team.
• May use creative problem solving skills.
• Uses judgment and discretion daily (when dealing with confidential material).
• Participates in the evaluation of new equipment technology and software, as required, by performing the required tests; identifies if the criteria are met and reports.
• Transfers and relocates equipment as required.
• Performs all or part of the function or duties of an equivalent or lower classification.

• The job requires a Community College diploma in computer science, or the equivalent.

• The job requires three years of practical and related experience, at least one of which should be in the area of assignment or one very similar.

Candidates may be subject to skills and knowledge testing.

• A mandatory Criminal record check.
• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our country’s diversity. That’s because we can only create and tell the stories that connect Canadians, by having a workforce that mirrors the ever-changing makeup of our country. That’s why we, as an employer, value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued, but also extend to and pervade all the services we provide as Canada’s public broadcaster.

For more information, visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process, please inform us as soon as possible by sending an e‑mail to

You are invited to consult and familiarize yourself with our Code of Conduct, which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of interest. In the event that you become an employee, it will be important to inform us, as quickly as possible, of any situation that, because of your hiring, constitutes or could appear to constitute a conflict of interest.