Analyst - Cybersecurity and IT Help Desk

POSITION PROFILE

Position title:

Analyst – Cybersecurity and IT Help Desk

Department:

Membership, Finance and Operations

Function:

Information Technology

Reports to:

Manager – IT Business Solutions

Job grade:

Level 2

Job type:

Existing

Salary grid:

$60,605 to $74,073*

*While the complete grid is posted for transparency, our typical hiring rate is toward the lower end of the grid, with final salary decisions based on the candidate’s skills, education, and relevant experience. This position is also eligible for performance pay as outlined in the CIA’s Compensation Policy.

A-POSITION DESCRIPTION

POSITION SUMMARY

The Analyst provides frontline technical support to team members and CIA members, ensuring reliable access to systems, applications, and services across the organization. The role plays an important part in maintaining a secure, reliable, and user-focused technology environment by helping to monitor security alerts, support identity and access management activities, promote cybersecurity awareness, and assist with incident response and vulnerability management activities.

While cybersecurity is the primary focus of the position, the role is also responsible for resolving day-to-day IT issues, supporting the deployment and maintenance of devices and systems, and monitoring operational performance to identify and address potential concerns. This includes supporting Microsoft 365 and core business applications, assisting with user account administration, and maintaining accurate system and asset documentation.

The position requires strong customer service skills, attention to detail, and a proactive approach to troubleshooting and continuous learning in a dynamic technology environment.

JOB DUTIES

Cybersecurity support

• Assist with monitoring security alerts, system logs, and security dashboards.
• Support the administration of Microsoft security technologies, including Microsoft Defender, Entra ID, Conditional Access, and Multi-Factor Authentication.
• Assist in identifying, documenting, and escalating potential cybersecurity threats, vulnerabilities, and incidents.
• Investigate and respond to security incidents and suspicious activity.
• Participate in access reviews and identity lifecycle management activities.
• Support vulnerability remediation and security compliance initiatives.
• Support the implementation of cybersecurity policies, standards, and best practices.
• Assist with security awareness initiatives, phishing simulations, and user education activities.
• Help maintain security documentation, procedures, and incident records.
• Monitor developments in cybersecurity risks and technologies and recommend improvements where appropriate.

End user support

• Provide first-level technical support to staff, volunteers, and members for hardware, software, connectivity, and application issues.
• Support members experiencing authentication and access issues across CIA platforms.
• Receive, prioritize, track, and resolve service requests through the IT service management system.
• Troubleshoot Microsoft 365 applications, including Outlook, Teams, SharePoint, OneDrive, and related collaboration tools.
• Configure and deploy laptops, mobile devices, peripheral equipment, and software applications.
• Manage user accounts, password resets, multi-factor authentication enrollment, and access requests.
• Escalate complex issues to senior IT resources or external vendors as required.
• Maintain a high standard of customer service and clear communication with end users.

Documentation and continuous improvement

• Assist with system monitoring, software updates, and routine maintenance activities.
• Maintain IT asset inventories and equipment records.
• Document troubleshooting procedures, technical solutions, and knowledge-base articles.
• Support technology-related projects and deployments.
• Contribute ideas and recommendations to improve service delivery, user experience, cybersecurity posture, and operational effectiveness.
• Participate in testing and implementation of new technologies and enhancements.

CORE COMPETENCIES

• Adaptability – Adapts and responds to changing conditions, priorities, and requirements. Recognizes new information and ideas with a willingness to alter opinions and behaviours.
• Service Orientation and Relationship Building – Provides superior service to members, staff, and external clients. Builds friendly and professional relationships with key contacts and fosters partnerships that can provide insight, information, and support.
• Professionalism-Accountability-Quality of Work – Takes personal ownership and responsibility for own behaviours and actions, and for the quality and timeliness of work commitments. Follows organizational guidelines, professional standards, regulations, and principles. Demonstrates reliability and integrity (honesty and transparency that exhibit the values and mission of the CIA) daily. Does the right things at the right time and in a manner that complies with the processes and procedures of the organization. Sets a standard for own work quality and that meets the CIA’s high standards of quality.
• Teamwork-Diversity-Respect – Works collaboratively, cooperatively, and effectively with others to reach a common goal. Participates actively in group activities fostering a team environment. Promotes an inclusive environment by working successfully with a wide variety of individuals and encourages the participation and involvement of others. Displays an appreciation of different opinions, roles, experiences, and backgrounds.
• Planning and Organizing-Problem Solving – Accurately estimates duration and level of difficulty of tasks and projects, setting out goals and work plans to complete. Possesses the ability to break tasks down into smaller pieces to identify key issues, figuring out cause and effect relationships to solve problems. Uses logic and analytical methods to come to realistic solutions.

JOB SPECIFIC COMPETENCIES

• Attention to detail – Able to carefully review work to ensure accuracy, completeness, and consistency, identifying errors or omissions.
• Troubleshooting – Systematically identifies, analyzes, and resolves technical issues by applying logical problem-solving and diagnostic techniques to restore functionality efficiently.
• Prioritization of tasks – Effectively organizes and sequences work based on urgency, impact, and deadlines to ensure timely and efficient completion of responsibilities.
• Inquisitive – Demonstrates curiosity and a proactive approach to learning by asking questions, seeking information, and exploring solutions to improve understanding and outcomes.
• Confidentiality – Handles sensitive information with discretion, ensuring compliance with privacy, security, and organizational standards.

SUPERVISORY RESPONSIBILITIES

• There is no direct report associated with this position.

EXTERNAL REPRESENTATION

• The Analyst can be exposed to a wide range of external contacts. The nature of the relationship is mainly providing and receiving information.

STRATEGIC ADVICE/RECOMMENDATIONS

• The Analyst is encouraged to provide recommendations on the development or adjustment of systems to support the organization.

B-POSITION REQUIREMENTS

Education and Experience

• College diploma in Information Technology, Cybersecurity, Computer Science or a related field.
• Up to two years’ experience in cybersecurity and IT support, help desk.
• Relevant entry level certifications such as CompTIA A+, Network+, Security+ and Microsoft Certified: Security, Compliance, and Identity Fundamentals (SC-900) are assets.
• Experience with a not-for-profit organization, membership-based professional association is an asset.

Knowledge and Skills

• Foundational knowledge of Windows and Linux operating systems and Microsoft 365 applications, Active Directory / Entra ID user management, and basic networking concepts (IP, DNS, DHCP, etc.).
• Microsoft Certified: Security Operations Analyst Associate (SC-200).
• Microsoft Certified: Identity and Access Administrator Associate (SC-300).
• CompTIA CySA+.
• Familiarity with IT ticketing systems and remote support tools, Endpoint devices and troubleshooting techniques.
• Experience working in an electronic environment, especially Microsoft Office Suite.
• Knowledge of project management tools, like Asana, is an asset.
• Excellent interpersonal skills and professional communication.
• Organized team member with a demonstrated commitment to providing high-level customer service.
• Proven ability to juggle multiple and competing priorities with conflicting time constraints.
• Proven ability to work as a member of a team and independently.

Language Requirement

• Strong written and oral communication skills in English and French are required.

Effort

• The position requires managing multiple projects and competing priorities with occasional urgent situations.
• Most working hours will be spent at a workstation sitting, keyboarding, and reading/looking at a computer screen.

Working Conditions

• Standard work hours (35 hours a week) with occasional evening or weekend work may be required to support system maintenance, security incidents, or organizational events.
• Hybrid work environment. Must reside in the National Capital area.