User Support Analyst

$69,964 - $78,746 plus $1,486.43 bilingual bonus
Employment type: 
Term up to 18 months
Ottawa Headquarters
Closing Date: 
Fri, 15 Mar 2019 15:30 EDT
English requirements: 
French requirements: 
Search area: 
Employees of PSAC, Components, and PSAC Holdings Ltd
Members giving PSAC membership number
General public
Competition Number: 
Human Resources &Organizational Development
Unifor 2025
Band 8
Purpose of position: 

Under the general supervision of the IT/IM Network Operations Manager and as a member of the Information Technology / Information Management Section, the User Support Analyst provides telephone, remote or onsite desktop hardware, software and application support to the organization’s computer user community supported by the IT/IM Section.



This position is bilingual (French and English)


  • Combination of education and experience in the field of computer technology. Minimum three years working experience in a computer help desk or support environment supporting desktops and notebook computers in a networked environment. Preference given to Microsoft network experience including over the cloud.
  • Microsoft Certified Systems Administrator (MCSA) certification would be a definite asset.
  • A+ certification would be an asset.
  • Microsoft Office Specialist (MOS) or Microsoft Certified Application Specialist (MCAS) certification would be a definite asset.
  • Working experience using recent versions of Microsoft Office 365, Microsoft Office 2016 and Microsoft Outlook 2016 is required.


  • Working knowledge of TCP/IP networking, network printing, network client configurations and access security is required.
  • Working knowledge and experience with PC hardware and software technology.


  • Ability to understand and respond strategically and tactically to operational issues with innovative solutions.
  • Ability to analyze, assess and make recommendations on various informatics related proposals.
  • Ability to communicate effectively in writing and orally in English and French.
  • Ability to work independently and cooperatively with others in a team.
  • Ability to deal with competing priorities and remain effective during pressure situations.

Personal Suitabilities:

  • Positive attitude and a commitment to customer / client satisfaction.
  • Commitment to continuous quality / process improvement.
  • Excellent judgment and demonstrated problem-solving, consultative and persuasive skills.
  • Understanding, commitment to trade union and equity principles.

Note: Subject to operational requirements, the incumbent may be required to work late hours shift to provide support during business core hours of operations of all PSAC Regional Offices across Canada.

A detailed job description is available on our website: or on the attached document


The PSAC is committed to employment equity and is actively seeking to ensure a representative workforce. We encourage applications from members of equity seeking groups.