Share this Job

Bilingual Desktop Support Analyst (QC)

Date: Nov 25, 2022

Location: Montreal, QC, CA, H3A 3J6

Company: CAA Club Group

About Us

Echelon Insurance provides Personal and Commercial Specialty Insurance solutions to protect Canadian families and businesses across Canada, through our trusted network of Broker partners. Echelon is a member of the CAA Club Group of Companies, and is an equal opportunity employer who offers a professional environment that champions collaboration, trust, and growth to drive success. We cultivate a great working dynamic to help us deliver what is best for our associates, Brokers, and Customers.

Who we are

Get ready to drive your career forward. Life at Echelon is fast paced, performance-driven and rewarding. We value our Associates' career growth and ongoing professional development – and we regularly recognize their achievements and outstanding results.

We are caring. We are leaders. We are innovators. We are collaborative.

We work hard and play hard. We're about doing what's right and feeling good about it.

Position Details

What You Will Do 
This role will be part of the IT Desktop support team and will be responsible for Supporting the Montreal office. This role will act as a single point of contact for all IT requests originating from this location as well as providing remote support for multiple locations through the resolution of Incident tickets.
•    Act as a Single point of contact for the Montreal location supporting all End user technologies, including but not limited to PC support, Network support, Printer support, etc
•    Assist the Manager, End User Computing to manage a complex multi-vendor device management environment that provides computing capabilities to all of CAA Club Group / Echelon Associates.
•    Handle technical escalations from team members
•    Create and maintains documentation for processes, supported infrastructure resources and services
•    Coordinates appropriate communications with the Association regarding impacts to changes in the desktop computing environment
•    Perform Root cause Analysis of incidents affecting multiple PC’s
•    Recognize and respond accordingly to systemic customer and company-impacting problems.
•    Responsible for the identification of software/hardware defects and either resolving or escalating to appropriate groups 
•    Maintain ownership of issues until resolution.
•    Work with other technical and business groups on the implementation of new or upgraded Desktop applications and software improvements
•    Responsible for coordinating with multiple lines of business on any desktop related projects

Who You Are 
•    Post-secondary education or Diploma in Computer Science or Information Technology
•    Bilingualism required, English & French written & spoken
•    Minimum 7 years of solid experience/knowledge in Enterprise Desktop Management technologies
•    Embracing and developing the latest technologies in Windows 10 Troubleshooting, solutioning, patch management, application deployment, etc.
•    Experience in Citrix required
•    Advanced knowledge with Azure AD, Windows 10 troubleshooting, Autopilot, Office 365 Portal administration and Configuration Manager are required.
•    Experience in Printer setup and configuration
•    Will require occasional travel to various retail store locations

What’s In It For You
•    Competitive total compensation and benefits package  
•    Annual shared success program based on performance 
•    Annual merit increases based on performance 
•    Defined Contribution (DC) Pension Plan with a matching contribution component 
•    Complimentary CAA Membership 

Our Commitment

We are an equal opportunity employer, and we invite women, members of visible and ethnic minorities, Aboriginal people and people with disabilities to apply. If you require an accommodation, please notify us and we will work with you to meet your needs.

As an organization we are focused on safety, which includes the safety and well-being of our Associates. Therefore, you must be and remain fully vaccinated as a condition of employment.