Job Description & How to Apply Below
Information Technology
Employment Type:
Full-Time
Requisition
Date Posted:
June 11, 2026
Closing Date:
June 25, 2026 or until filled
Job Summary
Reporting to the SR. Manager, IT End User Services, the Technical Support Analyst II is an integral part of the end user experience y provide tier 2 technical support, address end user support requests, investigate incidents, and offer troubleshooting expertise to resolve issues as they arise. The Technical Support Analyst II demonstrates a strong focus on customer service, security, documentation, and adherence to ITIL processes to ensure reliable operation of the end‑user computing environment.
Technologies and Environments
Microsoft Windows desktop and laptop environments (Windows 11, Intune)
Microsoft 365 (Intune, Exchange Online, SharePoint, One Drive, Teams, Edge, etc.)
Active Directory
Remote Help, VPN, and virtualized environments
Client/server‑based applications
Network‑connected devices (printers, scanners, mobile devices)
Networking concepts (LAN/WAN, TCP/IP, Wi‑Fi)
HP, Microsoft, and similar end‑user hardware platforms
Point‑of‑sale computers, pin pads, printers, telecom/mobile devices, tablets, scan guns, and BYOD
Responsibilities
Provide technical expertise and functional support to users in person and remote.
Identify, evaluate, and prioritize support requests to ensure their successful resolution.
Respond to incidents and service requests in a timely and professional manner.
Translate technical concepts into clear, understandable language for users.
Deliver a high‑level of customer service and maintain positive working relationships.
Provide expertise and practical assistance in delivering services that comply with established standards.
Support Microsoft Office applications and other business‑critical software.
Configure, image, and deploy desktops, laptops, and mobile devices to meet business requirements.
Install and configure software.
Coordinate hardware replacements and upgrades.
Ensure client systems are patched and compliant.
Track the end‑to‑end lifecycle of supported assets in Service Now.
Ordering equipment while adhering to UFA approval processes.
Document incidents, service requests, resolutions, and procedures.
Maintain accurate records following ITIL best practices.
Contribute to internal knowledge base and support documentation.
Provide guidance and training to users on systems and applications.
Assist users in adopting best practices and preventing repeat issues.
Provide backup support for other End User Services team members.
Aid Service Desk team members when required.
Participate in internal and external projects as assigned.
Collaborate with colleagues to meet departmental goals.
Ensure UFA safety requirements are adhered to for all tasks.
Qualifications And Experience Required
A minimum of 4 - 6 years of progressive work experience as a Systems Analyst, or similar with demonstrated knowledge supporting:
Workstation hardware/software and operating systems
Mobile computers, Tablets, telecom, and mobile devices
Mobile Device Management in iOS, Android, and Windows devices
Degree, diploma, or certifications in computer science, information systems technology, or relevant technologies and methodologies (ex. ITIL, CompTIA A+, SC‑900, AZ‑900, etc)
Strong understanding of ITSM, business process, and operations
Ability to adapt to rapidly changing technology and user requirements
Advanced analytical and problem‑solving skills
Excellent communication and interpersonal skills
Familiarity with cloud computing and cybersecurity principles
Strong critical thinking and decision‑making skills
Attention to detail and ability to manage multiple tasks simultaneously
Ability to occasionally lift up to 50lbs when moving IT equipment
Retail, agricultural, or petroleum business knowledge is an asset, but is not required
Valid Class 5 drivers license required
This position requires travel of approximately 3 days per month to UFA farm and petroleum locations (within Canada).
Diversity Equity, and Belonging
At UFA, we care about our employees and what makes them unique. We strive to create an inclusive environment that welcomes employees from diverse backgrounds, where everyone can do their best work. If you require accommodation during the application or selection process, please contact
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