Bilingual Senior Analyst, End User Computing; EUC - Level 2

Position Title

Senior End User Computing (EUC) Support Analyst – Level 2

Hybrid, Ottawa (ON) or Montreal (QC);
Permanent Full Time;
Bilingual (English & French);
Limited Travel;
Security Requirement:
Reliability Status.

Annual salary range: $73,555.31 – $91,944.14 (based on experience and qualifications).

• 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.
• Diagnose 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 tools (e.g., Service Now).
• Create and maintain knowledge articles, troubleshooting guides, and operational documentation to reduce recurring issues.
• Mentor Level 1 analysts and contribute to device lifecycle activities and technology rollouts.
• Potentially perform standby and call‑back duties as required by operational needs.

• Bachelor’s degree in Computer Science, Information Systems, or a related field (or equivalent combination of education and experience).
• 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.
• Hands‑on expertise with Windows 10/11, Microsoft 365, endpoint/device management tools, and enterprise hardware (laptops, printers, peripherals, mobile devices).
• Experience supporting video‑conferencing and smart meeting‑room technologies (e.g., Surface Hub or similar).
• Strong communication skills in English and French, with the ability to document solutions thoroughly and collaborate effectively with Level 1 and Level 3 teams.

• ITIL Foundation or equivalent ITSM training.
• Microsoft endpoint or workplace technology certifications.

• 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).

CMHC is an inclusive workplace where diversity of thought — and of people — is recognized, valued, and considered essential to achieving our mission. 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.