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Qualified individuals are invited to apply for the temporary position of Technical Systems Support Specialist to work in the Technology Branch of the Finance and Administration Department at the National Office of the Canadian Union of Public Employees in Ottawa, Ontario. This assignment will commence immediately and is expected to continue until at least August 12, 2024.


Under the direction of the Senior Officer for End User IT Services & Digital Experience, the person in this role will be responsible for end user tools empowerment and support with a keen focus on the end user experience with a customer service orientation. The successful candidate will act as a liaison between multiple Help Desks and users while serving as a single escalation point, taking ownership of complex issues, and driving them to a satisfactory resolution with a sense of urgency. Some of their core responsibilities include M365 administration and operations, supporting the deployment of, or migration to, new technologies/solutions, incident and problem management, managed print administration, meeting room technologies and operations, and mail machine implementations.


  • Provide subject matter expertise and operationally support Microsoft 365, Azure, Intune, Microsoft Managed Desktop, Xerox Managed Print Services, and other related technologies used at CUPE.
  • Provide hands-on expertise supporting and managing the end user hardware and software environment, including installations, configurations, applying group policies, and end user migrations.
  • Provide for the operations and oversight of CUPE’s M365 environment, including software license management as well as any related dependencies such as the Azure environment.
  • Maintain and support, from an operational standpoint, CUPE’s Business Continuity and IT Disaster Recovery plans.
  • Be accountable for the IT Service Desk, Mobility Service Desk, and Security Operation Centers escalations, including Incident and Problem Management, proactively identify trends, and formulate strategies with the operations team to continuously improve end user experiences.
  • Establish a collaborative and inclusive culture and positive work environment that attracts, retains, and motivates a high caliber team composed of diverse backgrounds.
  • Develop and maintain positive, professional, collaborative relationships with internal and external end users and vendors.
  • Take ownership of incident and service request escalations and drive a satisfactory resolution for users with a sense of urgency and in a timely fashion.
  • Communicate with end users as required, keeping them informed of incident progress, notifying them of impending changes or agreed outages.
  • Maintain a deep knowledge of technology products and services applicable to the end user base, including hardware, software, and other provided services.
  • Stay informed on new or emerging trends and technologies that provide clear benefits to CUPE, business partners, and/or end users.
  • Contribute to researching and developing IT policies, procedures, and strategies.
  • Contribute to the research, design, and implement the appropriate technologies and directions to support and improve corporate communications, access to information and end-user productivity.


  • Post-Secondary Degree or Diploma in IT or an acceptable combination of education and relevant IT experience required.
  • Minimum of seven (7) years of IT Experience on the Windows Platform and a minimum of five (5) years’ experience with Office 365 Administration.
  • Experience managing and operating Microsoft technologies including Windows 10, Office 365, Exchange Online, SharePoint Online, OneDrive for Business, Teams, Endpoint Manager and Intune.
  • Knowledge and understanding of trade union values and principles.
  • Teamwork: Ability to set objectives that encourage team cohesiveness and to work effectively in a collaborative, diverse and inclusive team-oriented environment.
  • Service Orientation: Anticipates client requirements and identifies required improvements in service delivery.
  • Results Orientation: Demonstrates a focus on being well organized, finishing all tasks assigned in a timely manner with a sense of urgency while taking complete ownership of tasks.
  • Problem Solving: Analyzes complex issues to develop approaches or solutions that are considered forward thinking and best practice. Attention to details is critical.
  • Ability to work effectively in a fast paced, constantly changing, demanding, and team-oriented environment.
  • Networking and Relationship Building: builds working relationships with all staff and vendors to respond to current and future needs.
  • Have excellent listening, oral and written communication skills in English.

CONDITIONS OF EMPLOYMENT as set out in the collective agreement between CUPE and the CSU National Office Component.

WEEKLY SALARY: $2,210.46

Persons interested should submit their cover letter and a recent copy of their résumé to the CUPE Human Resources Department at hr@cupe.ca no later than July 12, 2024.

CUPE is committed to providing an inclusive, respectful, accessible, and healthy workplace environment that is equitable and fair at all levels of its organization. We are committed to establishing a qualified workforce that is reflective of the diverse population and communities in which we live and serve. CUPE encourages applications from qualified members of the five (5) designated equity groups: Women, Indigenous people, Black and Racialized people, Persons with Disabilities, and 2SLGBTQI+ people. Upon request and at any stage of the recruitment and/or selection process, we will provide reasonable accommodations for candidates who have a temporary or a permanent disability. Please contact the Human Resources department to request an accommodation if needed at hr@cupe.ca