Specialist IS Deskside Support

Canadian Pacific (CP) and Kansas City Southern (KCS) are now CPKC. As the only truly North American railway, we are making big moves! Drawing on our strong foundations and heritage, CPKC moves essential goods across our 20,000-mile network to support economic growth throughout Canada, the U.S. and Mexico. Be a part of history as we connect a continent and create exciting career opportunities across our new transnational network. Visit cpkcr.com to learn about the CPKC advantage, our purpose and culture.

PURPOSE OF THE POSITION:

A As an Executive Deskside Support Specialist for Client Technology Services, you will be a key member of the executive support team, acting as the primary liaison for C-suite executives (CIO, CEO, COO, CFO) and senior leadership (SVP, AVP, VP). With minimal mentorship, you will analyze complex situations, apply critical thinking techniques, and bring up executive requests when necessary. You will also maintain a good understanding of ITIL procedures, hardware trends, incident resolution.

POSITION ACCOUNTABILITIES:

• Lead, facilitate, and complete large venue presentations (e.g., Corporate Town Hall), as well as support, facilitate, implement, and drive Senior Executive Leadership requests.
• Ensures that tasks and project deliverables for supported programs meet encouraged levels of quality and are completed on time.
• Required to perform on-call duties as needed
• Responsible for support of business or system solutions in compliance with CPKC incident and problem management processes; and determined Service Level Agreements (SLA)
• Point of contact for Analyst seeking further assistance and resolution of hardware and software problems for End User Compute
• Recommend and deliver on upgrades, configuration improvements, design changes and process improvements
• Ability to lead change and adopt to technology advancements – (i.e. support legacy technology while transitioning into modern technology)
• Identifies possibilities for innovative improvements to Desk Side Services processes and systems to boost the efficiency of the services.
• May be required to work irregular hours (weekends, evenings)
• Provide support for End User Compute inventory depot reconciliations
• Partner with and engage other team members across the organization

POSITION REQUIREMENTS:

• Requires a University Degree (Computer Science, IT) or equivalent experience in working with large and highly complex systems
• Working experience with Audio, Video and production technology like Microsoft Teams, Microsoft Town Hall or AI Producer.
• 7+ Years Experience with various Microsoft OS
• 4+ Years Microsoft Office product knowledge
• 4+ Years Apple Product support (IOS)
• 5+ years service desk or call center working experience
• 4+ Years Meeting Room Technology support (Logitech, Poly, Cisco is preferred
• Experience applying Service Management tools, preferably ServiceNow, is preferred.

WHAT CPKC HAS TO OFFER:

• Flexible and competitive benefits package
• Competitive company pension plan
• Employee Share Purchase Plan
• Performance Incentive Program
• Annual Fitness Subsidy
• Part-time Studies Program

ADDITIONAL INFORMATION:

As an employer with North American presence, the possibility does exist that the location of your position may be changed based on organizational requirements.

Background Investigation:

The successful candidate will need to successfully complete the following clearances:       

• Criminal history check
• Reference check

Management Conductor Program:

Becoming a qualified conductor or locomotive engineer is the single best way for a management employee to learn the business at CPKC. You may be required to obtain a certification or to maintain your current certification/qualification as a conductor or locomotive engineer.

CPKC is an employment equity employer committed to the principles of employment equity and inclusion. We encourage all qualified candidates to apply including women, Black, Indigenous, People of Colour (BIPOC), members of the LGBTQ+ community, and people with disabilities. Accommodations for the job application process can be provided, as appropriate, upon request. All applicant information will be managed in accordance with the federal Personal Information Protection and Electronic Documents Act (PIPEDA).  

• Req ID: 103251
• Department: Information Services
• Job Type: Full-Time
• Position Type: Non-Union
• Location: Calgary, Alberta
• Country: Canada
• % of Travel: 0-10%
• # of Positions: 1
• Job Grade: 4
• Job Available to: Internal & External

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