IT Service Desk Analyst II

Cambridge Housing Authority; Saskatoon; Hybrid; CAD 45,000 - 70,000; Full time

Job summary

An established industry player is seeking a dedicated Service Desk Analyst Tier II to join their dynamic Technical Support Services team. In this pivotal role, you will provide exceptional technical assistance to internal customers, troubleshooting complex issues across various hardware and software platforms. Your strong technical aptitude and problem-solving skills will be essential in ensuring seamless operations. With opportunities for remote work and a collaborative environment, this position is perfect for those looking to make a significant impact while advancing their career in a supportive setting.

Qualifications

• 2+ years of experience in a technical support role.
• Strong understanding of Windows and macOS operating systems.
• Experience with troubleshooting network connectivity issues.

Responsibilities

• Provide timely technical support to end-users via phone, email, and in-person.
• Diagnose and troubleshoot complex technical issues related to hardware and software.
• Document all support interactions and resolutions in the ticketing system.

Skills

Technical Support

Problem-Solving

Windows Operating System

macOS Operating System

Network Troubleshooting

Communication Skills

Analytical Skills

Ticketing Systems

Education

A+ Certification

Microsoft Certifications

Google IT Support Professional

Tools

ServiceNow

AWS

Azure

Google Workspace

Job description

Job Title: Service Desk Analyst Tier II

Location: AutoCanada Head Office – West Edmonton

About the Role:

As a Tier II Service Desk Analyst, you will be a key member of our Technical Support Services team, providing exceptional technical support to our internal customers. You will be responsible for troubleshooting and resolving complex technical issues across a range of hardware and software platforms. This role requires a strong technical aptitude, excellent problem-solving skills, and a customer-centric approach. This is an in-office role with some flexibility to work remotely with prior approval from a manager.

Responsibilities:

• Provide timely and effective technical support to end-users via phone, email, and in-person.
• Diagnose and troubleshoot complex technical issues related to:
• Desktop operating systems (Windows, macOS)
• Applications (Microsoft Office/365 Suite, etc.)
• Network connectivity
• Hardware (laptops, desktops, printers, mobile devices)
• Cloud-based services (e.g., SaaS applications)
• Escalate complex issues to higher-level support teams when necessary.
• Document all support interactions and resolutions in the ticketing system.
• Proactively identify and resolve recurring issues.
• Participate in knowledge base content creation and maintenance.
• Assist with the deployment and maintenance of IT equipment and software.
• Participate in on-call rotation as required.

Qualifications:

• 2+ years of experience in a technical support role.
• Strong understanding of Windows and macOS operating systems.
• Experience with troubleshooting network connectivity issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.
• Strong problem-solving and analytical skills.
• Abilityto prioritize and manage multiple tasks effectively.
• Experience with ticketing systems (e.g., ServiceNow) is a plus.

Nice to Haves:

• Experience with Cloud-based services (e.g., AWS, Azure, GCP)
• Experience with scripting languages (e.g., PowerShell, Bash)
• Experience supporting car dealerships or other automotive-related businesses.
• Experience supporting software applications
• Experience with CDK (Cox Automotive) systems
• Worked with Google Workspace environment
• Bilingual in English and French would be an asset
• Class 5 Driver’s License

Recommended Certifications:

• A+ or equivalent experience
• Microsoft Certifications (e.g., Azure Associate)
• Google Certifications (e.g., Google IT Support Professional)

Who we are:

AutoCanada is a publicly traded multi-location automotive dealership group operating in both Canada and the United States and headquartered in Edmonton. The multi-location dealership model enables AutoCanada to serve a diversified geographic customer base providing a range of services to customers including new and used vehicle sales, financing, leasing, automotive service and repair, collision repair, and parts sales. Founded in 2006, AutoCanada has expanded significantly and continues to grow.

For more information about AutoCanada, check out autocan.ca , Instagram , Facebook .

To apply, please submit your resume and cover letter on the Careers portion of our website.

We thank all applicants for their interest; however, only those selected for an interview will be contacted. AutoCanada is committed to creating a diverse workforce and an inclusive culture, as an equal opportunity employer we encourage applications from all qualified individuals.