bilingual it client support analyst ii- gatineau, quebec, Ottawa

randstad canada
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job details

ottawa, ontario
administrative support
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randstad canada
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job description

We are currently looking for an IT Client Support Analyst to support our Canada's largest energy distribution company in Gatineau, Quebec. If hired you will work full-time hours on an 8-month assignment (beginning ASAP), be paid $33.10 per hour, and be responsible for supporting day-to-day activities for a group of partners, including the following:

- The primary intent of this role is to independently take responsibility for varied regional locations requiring a broad understanding of IT.
- This position will provide support for all IT related needs for work sites and field locations (Canada East) including desktop issues, connectivity, VPN, offsite & onsite staging, ordering of equipment, and all other dedicated support.
- Additional responsibilities include the review and verification of equipment setup and tracking, as well as proper implementation of company IT policies and procedures.

Specific Accountabilities:

• Support complex areas of IT operations in a specified region including Desktop related issues, IMAC, Network, Server, Storage, VPN, SCADA, ordering and deploying equipment, and any other IT support.
• Act as a subject matter expert when executing work for new major projects locations including coordination of IT services (ISP/Network) for trailer mobilization/demobilization & setting up printing services. Provide onsite & remote support to clients in locations for the lifecycle of the project.
• Prioritize and resolve technical support issues for regional clients remotely, via telephone, and in person
• Assists in the coordination of group processes by scheduling work, setting priorities and ensuring deadlines are met.
• Analyze, document, and escalate critical issues to appropriate support groups internally or externally.
• Support for mobility devices, to include, but not limited to devices running iOS, Android and Windows operating systems on devices including, but not limited to, Cell phones and Tablets.
• Working with regional microprocessor coordinator to assist with their IT needs/requirements
• Assist in training events, conferences, drills and live incident responses.
• Assist other TIS teams and clients across the organization to support technologies and recommend enhancements to existing technologies.
• Utilize a structured requirements process (gathering, analyzing, documenting, and managing changes) to assist in identifying business and TIS priorities.
• Knowledge base article creation and knowledge transfer to peers.
• Other duties as assigned.

• Work for a Canada's largest energy distribution company
• Earn the competitive wage of $33.10 per hour
• Work in Gatineau Quebec
• Work full-time business hours

• Bilingual (French and English)
• The individual in this role must have strong business acumen and communicate in terms of business value/business impact and have a solid understanding of the business area and processes.
• Engage and communicate with business and TIS stakeholders across the company regarding:
o technology usage and operations
o infrastructure limitations and concerns
o desktop standards
o operations used with presentation technologies.

Contacts (Working Relationships):

• Key internal contacts include: TIS Teams (Service Desk, Desktop Support, Application Support, Network Support, Telecommunications, Productivity Services, Electricians), and Business Unit personnel
• Key external contacts include: Technology suppliers, Internet Service Providers, Electricians and Managed Services partners.
Reporting Relationships (Number and position title of direct report(s); total number of indirect reports; total number of dotted line reports.)

Required Knowledge, Skills & Abilities:

• Degree or Diploma in an IT or Telecommunications-related field
• 4+ years of progressive experience in an IT end-user support role with medium to large companies
• Broad range of experience in IT project planning, IT operations, systems implementation and support
• Possess a working knowledge of existing and emerging technologies and the relevance to company’s TIS group and Business Units. .
• Demonstrated experience with alignment to IT strategies and business objectives.
• Strong in relationship management, consensus building and communication skills. Must be able to understand, set and manage client expectations while fostering strong relationships both inside the organization and with external vendors.
• Excellent customer service, leadership, communication, problem-solving and decision-making skills.
• Strong knowledge and understanding of business needs and drivers with the ability to establish and maintain a high level of user trust and confidence.
• Ability to focus on the business process and take an enterprise-perspective in the execution of duties.
• Strong analytical and interpretive skills to recognize and comprehend complex issues, policies, regulatory requirements and industry information.
• Excellent interpersonal, verbal and written communication and collaboration skills with all levels of management. Must be able to explain technology concepts and issues in a manner that business stakeholders understand.
• Non-authoritative leadership skills with experience in leading others including mentoring/coaching of less senior/experienced staff.
• Excellent project coordination, problem resolution, analytical, organization and prioritization skills with the ability to manage multiple activities/demands simultaneously, as well as recognize and address workload issues.
• Able to effectively balance and weigh competing priorities and determine appropriate course of action independently.
• Proven experience delivering results in a matrix-managed, distributed corporate environment.
• Respond resourcefully to change, work constructively under pressure and encourages change towards improvement
• Practical, results-oriented attitude.
• Strong team player.


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Randstad Canada
Randstad Canada is committed to building a diverse workforce reflective of the diversity of Canada. As a result, we promote employment equity and encourage candidates, especially those who identify as a woman, an Aboriginal person, a person with a disability or a member of a visible minority group, and any others who may contribute to the diversification of our workforce, to apply.

Randstad Canada is also committed to developing an inclusive, barrier-free selection processes and work environments.If contacted in relation to a job opportunity, you should advise your Randstad Representative or your local Randstad branch in a timely fashion of the accommodation measures which must be taken to enable you to be assessed in a fair and equitable manner.Information received relating to accommodation measures will be addressed confidentially.

For all feedback on equity and accommodation needs, please contact your local Randstad Canada Branch.