User Technology Support Specialist (T & I) (TeleworkHybrid)

Position Title:

Status of Employment:

Position Language Requirement:

Language Skills:

Work at CBC/Radio-Canada

At CBC/Radio-Canada we create content that informs entertains and connects Canadians on multiple platforms. Our successes and accomplishments are driven by embodying and upholding values which include creativity integrity inclusiveness and relevance.

Do you think you have the ability and drive to keep up with this exciting ever-changing industry Whether it be in front of the camera on air online or behind the scenes you would be joining a team that thrives on making connections and telling stories that are important to Canadians.

Unposting Date:

Behind the scenes but ahead of the curve: help us develop the next-generation public service media organization.

Technology & Infrastructure (T&I) is the backbone and the future-forward arm of CBC/Radio-Canada. Our purpose is to constantly innovate to evolve and maintain the Corporations technology and infrastructure. We are the people that make stuff work. We make connections between media content systems people and places. We are the space in between.

A place with purpose. CBC/Radio-Canada has always been a highly regarded pioneer of media technology not just in Canada but around the world. Today we are transforming ourselves into a modern and agile public service media organization. Technology is the driving force and we are the team making it happen.

This is a hybrid role with a mix of in-office and remote work. Work arrangements will be discussed with hiring managers per departmental guidelines.

Your role

Function:

Provides first-level support for end user technology used in the assigned area within CBC/Radio-Canada. Performs and monitors the activities related to the installation maintenance repair and configuration of software and end-user devices and peripherals according to the Corporation standards and policies.

Provides solutions for all known end-user support issues. Troubleshoots documents escalates tracks and prioritizes new issues. Has excellent communication and customer service skills. Able to work under pressure and de-escalate tense situations. Exercises judgment discretion creativity and initiative in the course of their day. Periodically participates in large projects and roll-outs.

Key Tasks:

• Decommissions and performs other related duties for all designated end user technology.
• Configures basic automation on users devices.
• Provides a solution using established procedures and knowledge base. Confirms with the end user that the solution provided is satisfactory.
• Provides guidance to users and recommends specific training tools.
• Promotes the use of processes and practices that ensures the security of end-user data.
• Periodically participates in large projects and roll-outs.
• May coordinate with others in smaller initiatives.
• Ensures that relevant documentation is up-to-date.
• In accordance with the procedures established communicates with vendors and service suppliers to obtain service and support on end-user devices and peripherals.
• Obtains financial authorization for the repair or purchase of end-user technology.
• Maintains comprehensive and up-to-date knowledge of related technologies.
• Keeps up with technology changes and new user technology as they emerge.
• Grants access and privileges to centralized systems according to an established approval process.
• Installs or removes end user technology and software. Updates the inventory of end user technology and software assets.
• Recommends and encourages established production workflows and best practices.
• Receives end-user service and incident requests or questions. Accurately documents the details and nature of the end-user request.
• Escalates unsolved issues to the second-level support team.
• May use creative problem solving skills.
• Uses judgment and discretion daily (when dealing with confidential material).
• Participates in the evaluation of new equipment technology and software as required by performing the required tests; identifies if the criteria are met and reports.
• Transfers and relocates equipment as required.
• Performs all or part of the function or duties of an equivalent or lower classification.

We are looking for a candidate with the following:

Education Required:

• The job requires a Community College diploma in computer science or the equivalent.

Experience Required:

• The job requires three years of practical and related experience at least one of which should be in the area of assignment or one very similar.

Candidates may be subject to skills and knowledge testing.

We thank all applicants for their interest but only candidates selected for an interview will be contacted.

As part of our recruitment process candidates who advance to the next

step will be asked to complete a background check. This includes:

• A mandatory Criminal record check.

• Other background checks may be conducted based on the operational requirements of the position.

CBC/Radio-Canada is committed to being a leader in reflecting our countrys diversity. Thats because we can only create and tell the stories that connect Canadians by having a workforce that mirrors the ever-changing makeup of our country. Thats why we as an employer value equal opportunity and nurture an inclusive workplace where our individual differences are not only recognized and valued but also extend to and pervade all the services we provide as Canadas public broadcaster. For more information visit the Diversity and Inclusion section of our website. If you have accommodation needs at this stage of the recruitment process please inform us as soon as possible by sending an e-mail to .

You are invited to consult and familiarize yourself with our Code of Conduct which can be found on our corporate website. All employees must adhere to the Code as a condition of employment. We also invite you to take a look at our policy on conflicts of the event that you become an employee it will be important to inform us as quickly as possible of any situation that because of your hiring constitutes or could appear to constitute a conflict of interest.

Primary Location:

Number of Openings:

Work Schedule: