Technical Support Analyst II Desktop

Resolve escalated desktop issues as a Technical Support Analyst II, applying troubleshooting expertise and exceptional customer service from Monday to Friday. Support clients while maintaining IT standards, procedures, and Service Level Agreements.

Red Deer Polytechnic seeks a Technical Support Analyst II for Tier II client support. You will investigate technical issues, protect user data, and provide guidance to clients and colleagues. The work spans desktop hardware, software, peripherals, ticketing, and service improvement.

Key Responsibilities:

• Investigate and resolve issues escalated to the Tier II team
• Configure, deploy, maintain, and troubleshoot desktop technology
• Assist with computer image creation, testing, and deployment
• Log interactions and analyze ticketing system statistics
• Author resolutions and fixes for the knowledge base

Requirements:

• Two years of post-secondary training or equivalent qualifications
• Three or more years of client-facing computer support experience
• Excellent knowledge of software, hardware, and networks
• Strong customer service, communication, and problem-solving skills
• A+ Network+ or ITIL Foundation certification considered an asset

Bring Tier II troubleshooting, desktop management, ticketing, and customer service expertise to Technical Support Analyst II responsibilities.