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:

As an Executive Deskside Support Specialist for Client Technology Services, you will be a core member of the executive support team and serve as liaison to "C Suite" users CIO, CEO, COO, CFO etc… and senior executive leadership (SVP, AVP and VP). With minimal supervision Executive Support Specialists will need to analyze complex situations, demonstrate ability to apply critical thinking techniques and escalate executive asks where appropriate. Executive Support Specialists will maintain a strong understanding of Information Technology Infrastructure Library (ITIL) procedures, Hardware Trends, incident resolution, and service level agreements.

POSITION ACCOUNTABILITIES:

• Lead, facilitate and drive large venue presentations for Senior Executive Leadership ie: Corporate Town Hall
• Support, facilitate, execute and drive Senior Executive Leadership asks
• Ensures that tasks and project deliverables for supported programs meet expected levels of quality and are completed on time.
• Required to perform on-call duties as required
• Responsible for support of business or system solutions in compliance with CPKC incident and problem management processes; and determined Service Level Agreements (SLA)
• Escalation point for Analyst needing next level support and troubleshooting 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 opportunities of innovative improvements to Desk Side Services processes and systems to enhance the effectiveness 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.
• 7-9 Years Experience with various Microsoft OS
• 4-6 Years Microsoft Office product knowledge
• 4-6 Years Apple Product support (IOS)
• 5+ years service desk or call center working experience
• 4-6 Years Meeting Room Technology support (Logitech, Poly, Cisco is preferred
• Experience utilizing 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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