Technical Support Analyst Job Regina area,Saskatchewan Canada,IT/Tech

Position: Technical Support Analyst - 12 months

Company: CGL
Department: IT - Ent Inf & Ops Serv

Employment Type:

Temporary Full-Time (12 months)
Work Model:
Hybrid (2 days in office)
Language:
English is required, French is an asset.
Additional Information:
These roles are currently vacant

The Opportunity:

We are a leading Canadian financial services co-operative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients and our communities.

Our Information Technology team aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility.

The Technical Support Analyst provides advanced second-level technical support for incidents and service requests across desktop, mobile, network, collaboration, and enterprise application environments. This role is accountable for investigating and resolving moderate to complex technical issues, identifying trends and recurring problems, creating and improving knowledge documentation, and contributing to operational improvements and project activities. As a more experienced member of the Technical Support team, the Technical Support Analyst is expected to work with greater independence, support and coach junior analysts, and collaborate with senior technical teams to drive timely resolution and improve the employee technology experience.

Technologies you have experience with:

You have strong experience supporting and troubleshooting Windows 10/11 in an enterprise environment, as well as preferably experience supporting OSX/macOS.

You have experience with endpoint management, software deployment, device configuration, and troubleshooting in a multi-platform environment.

You have experience writing, modifying, or troubleshooting scripts in Power Shell and Power Automate to automate routine tasks, improve support processes, and reduce repeat incidents.

You have prior experience using remote-connectivity tools to provide end-user support and resolve issues efficiently.

Experience with Windows 10/11, Active Directory, Azure Active Directory/Microsoft Entra , MS Office 365, MS SharePoint, Service Now, Genesys, SCOM, SCCM/Microsoft Configuration Manager, Microsoft Intune, Jamf, and endpoint security tools is an asset.

Knowledge of ITIL, Kepner Tregoe, KCS, incident management, problem management, and knowledge management practices is an asset.

How you will create impact:

Respond to second level ( Tier
2) problem tickets that have been escalated by the first level Help Desk or other areas, including moderate to complex incidents and service requests.

Diagnose, analyze, and resolve technical problems across desktop, mobile, network, server, collaboration, and enterprise application environments using established documentation, investigation techniques, monitoring tools, and previous support experience.

Independently perform deeper investigation on recurring or complex issues, identify root-cause indicators, document findings, and recommend process or technical improvements.

Escalate highly complex issues to senior Technical Support leadership or specialized resolver teams with complete troubleshooting notes, impact details, and recommended next steps.

Provide clear advice and guidance to end users, stakeholders, and peers on technical matters, support expectations, and available solutions.

Create, review, and maintain knowledge articles for new and existing known errors using standard enterprise tools and processes, ensuring documentation is accurate, reusable, and easy to follow.

Create documentation and training material to support junior analysts, peers, and end users on new solutions, support processes, and technology changes.

Support and mentor associate analysts by sharing technical knowledge, reviewing troubleshooting approaches, and helping improve ticket quality and resolution consistency.

Participate in operational improvement initiatives, installations, deployments, software releases, office openings/moves, and project work, including remote or on-site implementation support as required.

Proactively monitor server and workstation alerts, investigate issues using established processes, and take action to restore service or prevent business impact.

Identify opportunities to improve support processes, automate repetitive work, reduce escalations, and enhance the overall employee technology experience.

To join our team:

Post-secondary education or industry equivalent technical training, or an equivalent combination of education and experience.

4-6 years of technical support experience in a large…