IT Business Analyst

BMO is currently sourcing for an End User Computing Specialist.
This is a hybrid contract role in Toronto (2 days in office per week).


Role Overview:
The End User Computing Specialist supports desktop and server Windows operating system configurations, including physical and virtual environments. The role involves image management, network support, email systems, and troubleshooting for investment and trading applications. This position also supports software developers and technical users by resolving workstation and connectivity issues, contributing to seamless business operations and enhanced user productivity.


Key Responsibilities:

• Install, troubleshoot, and support Windows 10/11, macOS, Microsoft 365, OneDrive, Microsoft Teams, and various investment and trading applications.
• Image and re-image corporate and BYOD end user systems using SCCM based on approved ServiceNow tickets.
• Provide technical support for mobility devices including Android, iOS, iPhone, and iPad, managing mobile device applications for executives and users.
• Support multi-function devices (MFD) for printing, scanning, copying, and faxing at the site.
• Coordinate internal moves, adds, and changes including large-scale office moves and re-stacking activities.
• Deliver white glove VIP/concierge and remote support services to the BMO Capital Markets end user community.
• Log customer incidents and service requests accurately in ServiceNow to meet SLAs.
• Support end user device lifecycle management and maintain IT equipment inventory and asset management tools.
• Provide first-line support for business and market data applications such as Bloomberg and FactSet, escalating complex issues as needed.
• Assist software developers with workstation, access, tooling, and productivity issues, collaborating with application and infrastructure teams.

Must-Have Skills:

• 3-5 years of experience with Microsoft Windows operating systems, Active Directory, and Group Policy.
• 3-5 years of hands-on experience with TCP/IP, DNS, DHCP, VPN, and network troubleshooting.
• 3-5 years of IT end user or trade floor support experience in a fast-paced financial environment.
• Experience with image management and SCCM.
• Proficiency in supporting mobility devices and mobile device management platforms.
• Experience supporting market data applications such as Bloomberg, FactSet, and Reuters.
• Ability to troubleshoot hardware issues for Dell/HP desktops, Microsoft Surface, Apple devices, and peripherals.
• Strong verbal and written communication skills.
• BS/BA in Computer Science, Information Technology, or equivalent hands-on experience.

Nice to Have Skills:

• Experience supporting software developers and development tools (IDEs, SDKs, source-control clients, package managers).
• Experience with mobile device management platforms such as Intune, AirWatch, or MobileIron.
• Experience working in a managed services provider environment.
• Knowledge of ITIL best practices for ticketing, service requests, and change management.

Ideal Candidate:

• Demonstrated ability to provide white glove VIP and concierge-level support.
• Experience supporting disaster recovery and emergency response IT activities.
• Comfort operating in a fast-paced, multi-tasking support environment.
• Proven ability to collaborate effectively with application development, DevOps, security, and infrastructure teams.