SUPPORT SPECIALIST

SUPPORT SPECIALIST

WINNIPEG, MB

Manitoba Hydro is consistently recognized as one of Manitoba's Top Employers!

Great Benefits

- Competitive salary and benefits package.

- Defined-benefit pension plan.

- Nine-day work cycle which normally results in every other Monday off, providing for a balanced approach to work, family life

and community.

Manitoba Hydro is a leader among energy companies in North America, recognized for providing highly reliable service and

exceptional customer satisfaction. Join our team of Manitoba's best as we continue to build a company that supports innovation,

commitment, and customer service, while actively supporting a diverse, equitable and inclusive workplace.

Under the direction of the Client Services Lead, will lead and manage the NERC CIP Support requirements for Client Services. Will

lead and participate in the development and maintenance of Incident Management, Knowledge Management, and Problem

Investigation processes. Will provide Tier 3 technical support and participate in initiatives to ensure the continued growth of the

Desktop Support environment. Will be part of the Desktop Support Tier 3 Support group that focuses on providing efficient and

effective IT services, processes and support for our clients and the IT Service Desk support team.

Responsibilities:

- Participate as a representative from the IT Operations Department on the NERC CIP team to manage the NERC Centralized

Security Management System (CSMS) workstation support including:

- Assist in the maintenance, support and documentation of CIP Cyber workstations to ensure compliance to NERC CIP

requirements.

- Assist with gathering required evidence as documented in CIP procedures during system changes, regular reviews, audits

and as requested for evidence gathering for self-certifications and spot-checks.

- Assists with responses to NERC related information requests and implementing auditor recommendations.

- Assist in instances of potential non-compliance to identify root causes and mitigation actions.

- Assist in the implementation of corrective actions and mitigation plans.

- Report potential violations and provide evidence and input during potential violation incident process.

- Work with other IT employees, Reliability Compliance Department and external auditors as required.

- Coordinate and manage complex desktop incidents and problem resolutions via the Problem Investigation Process and

managing Knowledge database.

- Provide Tier 3 support, direction, consulting, and problem resolution for complex incidents received at the IT Service Desk.

- Participate in planning, design, and administration for the continued growth of the corporate endpoint environment and

services, including process improvement for Incident processes, IT service requests, IT Service Desk, special projects, User

Groups and Knowledge Management.

- Responsible for reviewing all Incident tickets on a regular basis and will coordinate the escalation of Incident tickets when

necessary.

- Work with Project Managers and Project teams for a smooth transition to Production for IT Services. Mentor other

employees. May act as a project lead for assigned IT Operations projects and initiatives.

Qualifications:

- A four-year degree in Computer Science from a university of recognized standing plus a minimum of five years related

Incident Management experience.

OR

- A two-year diploma in Business Information Technology from an institute of recognized standing plus seven years' experience

in Desktop Support function.

MANITOBA HYDRO IS COMMITTED TO DIVERSITY AND EMPLOYMENT EQUITY

Reference Code: CO57093117-01

- Must obtain and maintain a current Personnel Risk Assessment and a "Clear" security rating in accordance with Manitoba

Hydro policy P513.

- Critical Infrastructure Protection (CIP) Training is required and must be completed prior to transfer date and renewed annually.

- Expert knowledge of Incident and Problem Management processes within the ServiceNow ITSM suite.

- Experience must include support of Manito Hydro's desktop environment, including a detailed knowledge of the inner workings

of the Windows operating system, Windows registry, Windows Management Interface (WMI), device driver updating,

networking environment, and installation of software applications.

- Must have excellent interpersonal and communication skills, with a focus on customer service; proven ability to communicate

effectively, both orally and in writing, with people at all levels.

- Must have excellent analytical, decision making, and problem-solving skills.

- Proven skills in being a technical leader for desktop support and performing problem resolution and follow-up with Customer

Service in mind.

- Proven ability to direct and train other specialists in the application of business disciplines in the formation of client solutions.

- ITIL Service Operations experience would be beneficial.

Salary Range

Starting salary will be commensurate with qualifications and experience. The range for the classification is $41.98-$57.92 Hourly,

$80,437.76-$110,992.96 Annually.

Apply Now!

Visit www.hydro.mb.ca/careers to learn more about this position and to apply online.

The deadline for applications is SEPTEMBER 2, 2025.

We thank you for your interest and will contact you if you are selected for an interview.

This document is available in accessible formats upon request. Please let us know if you require any accommodations

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