Apply on Kit Job: kitjob.ca/job/2fs9cf

Regular full-time Analyst - Client Support II

Please note this role will work in a hybrid environment. The successful candidate must be located near a Canadian Blood Services site and will be working a mixture of on‑site and off‑site work based on the parameters for our operations to meet the needs of our donors, our staff and our communities. Currently, employees are expected to have an in‑person presence for at least 40 % of their work time. This requirement may vary depending upon circumstances.

About The Role

Canadian Blood Services is looking for a Regular full‑time Analyst – Client Support II to join our dynamic IT Infrastructure Operations & Delivery team. The IT Infrastructure Operations & Delivery team is responsible for managing and maintaining Canadian Blood Services’ IT infrastructure to ensure the smooth and productive operation of its technology systems. In this role, you will work with the National Service Desk to provide service and support (24/7 365 days per year) for Canadian Blood Services computer systems across Canada. You will service and support the reception and recording of an Information Technology problem or request, involving primary troubleshooting, diagnosis and second‑level resolution.

Formula for Success

- Utilizing your skills in customer service and communication, you will answer calls and chats to the National Service Desk, provide services/support, and recommend actions to be taken to resolve issues. Where possible, you will resolve issues on initial contact.
- Applying your skills in incident management,



you will create incident tickets and assign them to other support group(s).
- Drawing on your skills in technical troubleshooting, you will troubleshoot Canadian Blood Services standard hardware, software, and connectivity problems reported by Canadian Blood Services users.
- Using your skills in systems support, you will support and advise users on the various systems.
- Demonstrating your skills in training and facilitation, you will provide user training on IT‑related procedures, as required.
- Sharing your skills in mentorship and technical expertise, you will coach colleagues and Level I support analysts on technical matters of expertise.

Desired Education and Skills

- Post‑secondary level education in a relevant discipline from a recognized academic institution, preferably a Community College Diploma in computer systems or end user applications.
- Minimum two years of related experience in a technical support role, including Service Desk, troubleshooting software, and printing access.
- MCSE (Microsoft Certified System Engineer) designation is desirable. CompTIA A+ Certification is also desirable.
- Experience using remote desktop software, including Microsoft SCCM and Remote Desktop Connection.




- Experience using ticketing system, such as Ivanti ITSM.
- Knowledge of Windows, Servers, Microsoft Office and general network and internet principles is required.
- Strong customer service skills and communication skills are essential.
- Must demonstrate the ability to work effectively in a team environment.
- Ability and desire to learn new IT skills.
- Ability to set own work priorities is essential and work with minimal supervision.

What We Offer You

- 3 weeks’ vacation.
- Annual performance award up to 5 %.
- Comprehensive group health, dental and vision benefits for you and your family.
- Defined benefit pension plan.
- Employee discounts, wellness program, professional resources.

What You Can Expect

- This role will work in a hybrid environment with requirements to be onsite at a Canadian Blood Services location 40 % of the time / 2 days of the week.
- This is a Monday to Friday position, with shift hours between 7:00 AM and 8:00 PM, totaling 37.5 hours per week (7.5 hours per day).
- This role also includes being part of an on‑call rotation every five weeks for one week at a time.

Diversity and inclusion play a vital role in ensuring health equity for patients across Canada. We are committed to reflecting Canada’s population in our organization and fostering an environment where all employees can be their authentic selves, with equal opportunities to succeed and contribute.

Applicants who require accommodation should discuss their needs with us.

#J-18808-Ljbffr

Apply on Kit Job: kitjob.ca/job/2fs9cf

📌 Analyst - Client Support II (Brampton)
🏢 Canadian Blood Services
📍 Brampton