Are you looking for a role that will challenge you while helping others succeed every day? Can you see yourself providing technical support and solving IT issues for employees across multiple sites and projects? Do you like being in a role where you will diagnose and resolve technical issues through phone, email, chat, and self-service ticketing tools? If you answered yes, this may be the job for you—apply today! Our Chalk River location is looking for an IT Service Desk Analyst to deliver responsive technical support, administer user accounts, and assist with the installation, deployment, and maintenance of client hardware, software, and peripherals.
What will you be doing!
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Answering online chats, phone calls, and emails from users to assist in resolving issues. Checking Knowledge Bases (KB), Google, and asking peers for assistance in resolving users' issues. Try to do FCR (First Call Resolution) whenever possible.
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Answering Self Service Tickets (SST’s) from users to assist in resolving issues.
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Remoting into people’s computers to troubleshoot and help them resolve issues or install software.
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Modifying users' accounts as requested by HR to maintain their employment status and ability to work during a leave of absence, or when contracts are extended or modified.
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Investigating incorrect account issues; updating and modifying accounts as needed/requested by management/HR to ensure people have the proper permissions and rights to work effectively.
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Enabling and Disabling Accounts as per the Health Centre and HR notifications.
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Looking for resolutions and sharing knowledge, thinking outside the box for resolutions, writing Knowledge Base Articles (KBA’s).
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Creating a KBA or documenting the information and sending it for upload so others can access it when it is not currently documented.
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Asking others for help when you do not know the answer or are unsure about something.
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Using Google/ the Internet to see if there is a documented resolution elsewhere that will work.
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Sending bulletins, updating phone banner/voice recording, triaging self-service tickets
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Pulling data from applications as requested; attending meetings to ensure duties are not forgotten for incoming business; attending team meetings to stay informed about new information/processes/procedures; and working with teams to conduct user testing to ensure things work before they are implemented.
Other duties as assigned by your manager.
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What we are looking for:
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Education
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Minimum of a college diploma in ServiceDesk Information Technology or Computer Troubleshooting, A+ Certification, Co-op, graduation from an equivalent relevant IT formal education program and/or a minimum of 1 year of pertinent technological experience.
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Relevant technical certification(s), such as A+ certification.
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Experience
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Two or more years of related and/or progressive technical computer/computer troubleshooting experience.
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Knowledge, Skills & Abilities
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Demonstrated strong competency in troubleshooting issues with core Microsoft Office products (e.g., Word, Outlook, Excel, PowerPoint, MS Project).
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Demonstrated good working knowledge of a range of diagnostic utilities.
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Demonstrated good knowledge of personal computer operating systems and basic peripheral operations.
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Good knowledge of Active Directory, Infrastructure, and related services (e.g., file, print, email, mobility, antivirus, encryption).
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Good knowledge of networking fundamentals as they relate to the client environment (e.g., DHCP, TCP/IP, DNS).
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Strong customer service skills for a demanding, customer-oriented environment.
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Creative, insightful thinking is crucial to this role, as it requires identifying root causes and troubleshooting to find appropriate solutions.
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Must maintain current knowledge of industry trends and IT best practices.
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Effective listening and comprehension skills for interpreting user requests and resolving support issues.
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Excellent communication skills.
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Ability to work independently as well as part of a team.
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Must be able to be accountable for work and accept training, constructive criticism, and coaching openly and willingly,
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Willing to accept change with a positive outlook.
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Must be able to deal patiently with end users experiencing high levels of frustration and defuse tense situations.
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Proven good written and oral communication skills for helping/instructing customers.
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Ability to think outside the box for solutions/ideas to resolve or improve.
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Ability to accept and work on IT tasks as needed or required by management.
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Security Clearance Eligibility Required
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Level 2 Secret requires a minimum of 7 years of verifiable history in Canada, Australia, New Zealand, the United States, and/or the United Kingdom. CNL implements security screening in accordance with the Treasury Board of Canada Secretariat's “Standard on Security Screening” and the “Policy on Government Security.”
Working Conditions:
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Working schedule: Five (5) days per week, seven and a half (7.5) hours per day for a thirty-seven and a half (37.5) hour work week.
This position is part of the USW1568 Union and is governed by the terms and conditions outlined in the USW1568 Collective Agreement. As a member of this bargaining unit, you’ll benefit from clear expectations around hours of work, wages, vacation, and other conditions that support a fair and consistent working environment.
Why CNL?
Does the idea of working with a dynamic team across Canada to advance nuclear science and technology for a clean and secure world excite you? At CNL, we’re reinventing ourselves to be industry leaders—pioneering solutions to the problems that matter most.
From building the next generation of clean nuclear and hydrogen energy technologies, to developing targeted cancer treatments, to continuing our global leadership in environmental remediation—we are driven by impact, innovation, and purpose.
What We Offer: A Total Rewards Package
We believe in taking care of our people. Here’s what you can expect as part of our team:
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Paid time off: vacation, sick, personal, and floater days
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Benefits effective Day One – no waiting period
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Tuition support to help you keep learning and growing
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A defined-benefit pension plan or a defined-contribution pension plan, depending on your employee group, to support your long‑term financial security
Do Our Priorities Resonate with You?
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Delivering clean energy for today and tomorrow
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Restoring and protecting the environment
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Contributing to the health of Canadians
If so, you’ll feel right at home at CNL!
Location: Fully Remote
This position is offered on a fully remote basis, allowing you to work from home anywhere in Canada. You’ll collaborate virtually with a dynamic team across CNL sites, helping to advance Canada’s clean energy and environmental goals from your home office.
Please note: This is a remote position supporting the Chalk River Laboratory, Ontario.
Our Commitment to Equity, Diversity & Inclusion
At CNL, we are committed to fostering an environment that promotes equity, diversity, and inclusion. We celebrate and welcome employees, stakeholders, and partners of all backgrounds and identities. Click here to read all about it!
We are proud to uphold a workplace culture grounded in our Core Values:
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Respect
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Teamwork
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Accountability
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Safety
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Integrity
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Excellence
These values drive our employment practices and ensure meaningful career development opportunities and accommodations for all employees.
CNL is an equal opportunity employer. If you require accommodation during any phase of the hiring process, please let us know via [email protected]. All requests will be handled with confidentiality.
CNL operates on sites located on the traditional lands, waterways and ceded and unceded territories of Indigenous peoples. CNL recognizes and affirms all First Nations, Métis communities and Inuit in this land we now know as Canada. We acknowledge, respect and seek to better understand Indigenous history, rights and title on the lands where we work and develop projects. We honour and respect the importance of the relationship between Indigenous peoples and their lands, waters and territories.
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