Bilingual Analyst, IT Support

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Travel Requirement:Limited

Language Skill Levels (Read/Write/Speak):CBC

Security Requirement: Reliability Status

Salary:Our salaries generally range from $62393.27to $77991.59and are based on qualifications and experience.

The work you do and the work we do together matters. We come to work every day with a common purpose: to contribute to a well-functioning housing system.

At CMHC, we hold ourselves accountable for our results and support our colleagues in their achievements. We thrive on collaboration, connecting across CMHC and involving the right people to get our work done. Our leadership style is guided by trust
, where our leaders favour an adaptive approach based on the needs of their teams.

Join us and be part of a team that's committed to making a real difference and be part of something meaningful.

We’ve got the purpose, the people and the perks you need for a fulfilling career. Here’s the comprehensive and generous benefits you get when you’re a contract employee:

• Annual individual performance bonus.
• Support towards your personal and professional growth with training, mentorship and more.
• An inclusive workplace culture and environment.

Join the Infrastructure and Operations team, in the Analyst, IT Support position. In this role, you will provide first‑line technical and application support to end users across the organization and ensure reliable day‑to‑day operation of end‑user computing, collaboration tools, connectivity, and key business applications.

As part of the Help Desk and Business Support team, you will act as a primary point of contact for incidents, service requests, and basic troubleshooting related to Windows devices, Microsoft 365 (E5), end‑user connectivity, peripherals, meeting room technology, and a portfolio of enterprise and business applications.

This is a temporary position until September 2027.

• Provide first‑line support for end users, requiring usage‑level knowledge of a range of business and enterprise applications, such as:
  • Dynamics 365 Sales, Marketing, and Customer Service (CRM).
  • Dynamics 365 Finance and Operations (ERP).
  • SAP Success Factors HCM suite (HR).
  • Azure Cloud Computing Services and Dev Ops.
  • Financial reporting and analytics platforms supporting IFRS
    17 compliance.
  • Microsoft Power Platform and Copilot.
  • Kiteworks Secure file Sharing.
  • Insurance and Insurance Servicing related applications.
  • Mainframe-based business applications (IBM z/OS environment).
• Support the Microsoft 365 E5 suite, including Outlook, Teams, One Drive, SharePoint, Word, Excel, and PowerPoint.
• Assist users with account access issues, password resets, and basic identity‑related requests following established procedures.
• Support end‑user hardware (monitors, docking stations, printers, scanners, webcams, headsets, mobile peripherals) and troubleshoot end‑user connectivity issues (Wi‑Fi and wired network access, VPN connectivity, peripheral and device connectivity).
• Perform initial triage, issue reproduction, and basic resolution using documented procedures, and elevate complex incidents to application support, infrastructure, or vendor teams with clear diagnostics and documentation.
• Log, track, and manage incidents and service requests using the enterprise ITSM tool (e.g., Service Now).
• Ensure tickets are accurately categorized, prioritized, and documented, and maintain clear communication with users regarding status, resolution, and next steps.
• Identify recurring issues and suggest improvements to processes, documentation, or tooling.
• Participate in onboarding and offboarding support activities for end users.

• 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 of 1 year of experience in an IT support, service desk, or end-user computing environment.
• Experience providing first line technical support in an enterprise environment as well as a strong customer service orientation with the ability to communicate clearly and professionally with end users.
• Exposure to IT service…