IT Support Analyst (Anticipatory)

Special posting considerations:
The intention of this process is to establish a pool of partially and fully qualified candidates that may be used to staff similar indeterminate or term positions at NSERC and SSHRC. 
This position falls within a directorate that provides common services to two funding agencies: the Natural Sciences and Engineering Research Council of Canada (NSERC) and the Social Sciences and Humanities Research Council of Canada (SSHRC).

Who we are

The Natural Sciences and Engineering Research Council of Canada (NSERC) is Canada’s largest funder of science and engineering. A career at NSERC means supporting the visionaries, explorers and innovators who are searching for the scientific and technical breakthroughs that will advance knowledge, improve the lives of Canadians and transform the world for the better.

At the Social Sciences and Humanities Research Council of Canada (SSHRC), we bring together the research community, as well as the public, private and not-for-profit sectors, in contributing knowledge, talent and expertise to build a better future for Canada and the world. SSHRC is seeking talented professionals passionate about Canadian research and the value it brings to society. 

Visit our career page at NSERC or SSHRC to learn more about why you should join our agency.

What you will do 

An IT Support Analyst provides IT support services to the Councils’ internal and external clients on matters relating to the more complex technical support requirements for hardware, software, applications, and other technologies supporting business requirements. The position provides incident/problem management response to major problems in the information technology environment, as well as acts as the second level of problem resolution for unresolved technology issues escalated by the first level responders. Responsible to liaise with internal and external specialists on the more complex dimensions of IT problem resolution, or on the technical complexities of proposed hardware/software deployments.

What you need to succeed

Education

• Graduation from university or community college in computer science or other relevant field, or an acceptable combination of education and experience.
• Foreign Credential Validation against Canadian Standards

Experience

• Experience in providing technical support services and problem resolution
• Experience in implementing, supporting and troubleshooting microcomputer hardware, peripherals and software problems
• Experience in leading desktop software or other technology deployments
• Experience in conducting business analysis and the testing and evaluation of new hardware/software products
• Experience with Microsoft 365 environment (an asset)

Knowledge

• Knowledge of IT service management best practices and operational frameworks, such as ITI
• Knowledge of IT service management tools and processes
• Knowledge of a PC/LAN environment and various office automation products
• Understanding of informatics-related technologies and techniques
• Knowledge of industry trends, developments and techniques
• Knowledge of Council (NSERC and SSHRC) business, programs and activities (an asset)
• Knowledge of the Microsoft 365 environment (an asset)

Competencies

• Analytical thinking
• Being a team player
• Identify and analysis of client needs
• Service Oriented
• Working with computer technology or demonstrating technical/professional expertise
• Strong communication skills (oral and writing) in both official languages

Equity, diversity and inclusion

We are committed to inclusive and barrier-free recruitment to create a workforce that reflects the Canadians we serve. We promote employment equity and encourage you to indicate if you belong to one of the designated groups when you apply.

We welcome all candidates, and encourage applications from women, Indigenous Peoples (First Nations, Métis and Inuit), veterans, persons with disabilities, Black and other racialized persons, persons of ethnic origins, diverse religions, abilities, sexual orientations, gender identities and expressions, and members of the 2SLGBTQIA+ community.

Accommodation

Let our team know if you require accommodation or support during the recruitment process by contacting us at recruiting-recrutement@nserc-crsng.gc.ca. 

If you require additional information on the position, please contact us at recruiting-recrutement@nserc-crsng.gc.ca.