Job Requisition ID: 12355 Position Status: Temporary Full Time Position Type: Hybrid Office Location: Ottawa (ON); Montreal (QC); Toronto (ON) Travel Requirement: Limited Language Designation: Bilingual 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.

About CMHC 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.

Whats in it for you Weve got the purpose, the people and the perks you need for a fulfilling career.

Heres the comprehensive and generous benefits you get when youre a contract employee: Accrued vacation.

Annual individual performance bonus.

Support towards your personal and professional growth with training, mentorship and more.

An inclusive workplace culture and environment.

About the role Join the Infrastructure and Operations team, in the Analyst, IT Support position.

In this role, you will provide firstline technical and application support to end users across the organization and ensure reliable daytoday operation of enduser 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), enduser connectivity, peripherals, meeting room technology, and a portfolio of enterprise and business applications.

This is a temporary position until September 2027.

What you will do: Provide firstline support for end users, requiring usagelevel 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 IFRS17 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, Share

Point, Word, Excel, and Power

Point.

Assist users with account access issues, password resets, and basic identityrelated requests following established procedures.

Support enduser hardware (monitors, docking stations, printers, scanners, webcams, headsets, mobile peripherals) and troubleshoot enduser connectivity issues (WiFi and wired network access, VPN connectivity, peripheral and device connectivity).

Perform initial triage, issue reproduction, and basic resolution using documented procedures, and escalate 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.

What you should have: A bachelors 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 management processes (incident, request, escalation)



using an ITSM tool (e.g., Service

Now).

Working knowledge of Windows 10/11 desktop and laptop environments.

Familiarity with Microsoft 365 applications, including Outlook, Teams, One

Drive, Share

Point, Word, Excel, and Power

Point.

Ability to troubleshoot common end-user issues related to: Connectivity (WiFi, VPN client issues, wired access).

Peripherals (printers, monitors, docking stations, webcams, headsets).

Meeting room and collaboration technology.

Basic awareness of enterprise and business applications, with the ability to follow documented support procedures and escalate issues appropriately.

Willingness to learn current systems, tools, and processes in a structured support environment.

It would be great if you also had: ITIL Foundation certification or basic ITSM training.

Microsoft 365 Fundamentals (e.g., MS900) or equivalent experience.

Experience supporting enterprise business applications in a regulated environment.

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 Were 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.

Learn more about our commitment to diversity and inclusion What happens after you apply We know that applying for a new job can be both exciting and daunting, and we appreciate your effort.

Learn more about our hiring process .

If you are selected for an interview or testing, please advise us if you require an accommodation.

If you applied before and you were not successful dont worry we''re always posting new positions, so dont hesitate to give it another shot.

Were excited to see what you bring to the table this time around!

📌 Bilingual Analyst, IT Support (Ottawa)
🏢 CMHC - SCHL
📍 Ottawa