Hybrid Service Desk Analyst — IT Support & Troubleshooting

FCC / FAC; Regina; Hybrid; CAD 63,000 - 85,000; Full time

Benefits offered by this job

Hybrid work options

Competitive total rewards package

Learning and development opportunities

Well-being programs

Job summary

FCC is seeking a Technical Analyst to be the first point of contact for IT support across a coast-to-coast Service Desk. You will diagnose and resolve incidents, communicate solutions clearly to users, and own incidents from initiation through resolution or escalation.

You’ll contribute to a high-performing Service Desk by maintaining documentation, updating the knowledge base, and following ITIL-aligned practices. Hybrid work options are available.

Qualifications

• Certificate, diploma or degree in computer science, engineering, mathematics or related field, or equivalent experience.
• 2–4 years of customer support or service desk experience.
• Ability to work flexible or rotating shifts to support Service Desk operations.
• Strong analytical and troubleshooting skills.
• Working knowledge of common operating systems, software, and business applications.
• Basic understanding of computer hardware and peripherals.
• Familiarity with ITIL processes and service management tools.
• Experience using and contributing to knowledge base documentation.
• Strong attention to detail and customer-focused communication.

Responsibilities

• Provide IT support through phone, email, chat and in-person interactions across a coast-to-coast Service Desk during business hours.
• Investigate, analyze and resolve service desk incidents and service requests.
• Troubleshoot a wide range of first-level IT issues across systems, applications and devices.
• Monitor and support day-to-day technologies and services.
• Escalate issues when required based on troubleshooting and documentation.
• Maintain accurate ticket documentation with updates and next steps.
• Develop and update knowledge base articles and documentation for common issues.
• Collaborate with internal teams to ensure efficient resolution and service delivery.
• Support onsite technology needs including equipment setup, moves and basic hardware troubleshooting.
• Assist with asset handling and inventory tracking (20–40 lbs).

Job description

FCC is seeking a Technical Analyst to be the first point of contact for IT support across a coast-to-coast Service Desk. You will diagnose and resolve incidents, communicate solutions clearly to users, and own incidents from initiation through resolution or escalation.

You’ll contribute to a high-performing Service Desk by maintaining documentation, updating the knowledge base, and following ITIL-aligned practices. Hybrid work options are available.