IT Support Analyst

Cooke Aquaculture Inc.; Saint John; On-site; CAD 52,000 - 64,000; Full time

Benefits offered by this job

Health benefits

RRSP matching

Paid vacation

On-site parking

Career development

Job summary

Cooke Aquaculture Inc. in Saint John, NB, is seeking an IT Support Analyst to deliver end-user technology support across the organization. You will diagnose incidents, support field services, and act as an escalation point to ensure reliable service desk operations.

You will document solutions, improve SOPs, and collaborate with infrastructure, network, and application teams to resolve cross‑functional issues while upholding SLAs and security practices for a seamless tech experience.

Qualifications

• Diploma or degree in IT, Computer Systems, Networking, or equivalent experience.
• 2–4 years of experience in IT support, service desk, or field services.
• Experience with Microsoft 365 administration, endpoint management, and remote support tools.
• Familiarity with incident, request, and knowledge management processes.

Responsibilities

• Diagnose and resolve end-user hardware, software, and connectivity issues.
• Perform root-cause analysis for recurring incidents and recommend preventative actions.
• Support field services activities, including workstation deployment, troubleshooting, and equipment maintenance.
• Fulfill non-standard service requests and perform approved system or application configurations.
• Maintain and improve knowledge base articles, SOPs, and troubleshooting documentation.
• Coordinate with infrastructure, network, and application teams to resolve cross-functional issues.
• Support onboarding and offboarding activities, including accounts, devices, and access.
• Monitor ticket queues and ensure response and resolution SLAs are met.

Skills

End-user troubleshooting

Communication

Time management

Customer focus

Documentation

Education

IT/CS degree or diploma

Tools

Microsoft 365

Endpoint management

Remote support tools

Job description

Cooke is a global seafood company with operations in North America, Europe, South America and Australia. Our company’s success is driven by our dynamic, highly skilled, and innovative management team, supported by dedicated employees who live in coastal communities and contribute to the local area’s economy and sense of community.

Cooke is continuing to strengthen its global IT operations to ensure reliable, secure, and consistent technology services across all regions. As an IT Support Analyst, you play a critical role in supporting end users, maintaining service quality, and ensuring day-to-day technology issues are resolved efficiently and professionally.

The Role

As an IT Support Analyst, you provide support for end-user technology services across Cooke. You independently resolve incidents, support field services activities, and act as an escalation point for end users. You contribute to service stability and continuous improvement by identifying recurring issues, improving documentation, and supporting consistent service desk practices.

Key Responsibilities

• Diagnose and resolve a wide range of end-user hardware, software, and connectivity issues.
• Perform root-cause analysis for recurring incidents and recommend preventative actions.
• Support field services activities, including workstation deployment, troubleshooting, and equipment maintenance.
• Fulfill non-standard service requests and perform approved system or application configurations.
• Maintain and improve knowledge base articles, SOPs, and troubleshooting documentation.
• Coordinate with infrastructure, network, and application teams to resolve cross-functional issues.
• Support onboarding and offboarding activities, including accounts, devices, and access.
• Monitor ticket queues and ensure response and resolution SLAs are met.

What Success Looks Like

• Incidents are resolved efficiently with minimal escalation and strong user communication.
• Recurring issues are identified and reduced through root‑cause analysis and knowledge improvements
• End users experience reliable, consistent support across devices, locations, and services.
• Service desk standards, SLAs, and security practices are consistently upheld.

Core Skills & Competencies

• End-user troubleshooting across Windows, Microsoft 365, endpoints, and connectivity.
• Incident analysis and problem-solving in a ticket-driven environment.
• Clear, professional communication with technical and non-technical users.
• Strong prioritization and time management skills.
• Understanding of endpoint standards, security basics, and configuration best practices.
• Documentation and knowledge management discipline.

Behaviors That Drive Success

• Accountability – Take ownership of issues through to resolution.
• Collaboration – Work effectively with peers and escalation teams.
• Adaptability – Respond well to changing priorities and environments.
• Customer Focus – Deliver support with empathy and professionalism.
• Growth Mindset – Continuously develop technical and service skills.

Experience & Education

• Diploma or degree in IT, Computer Systems, Networking, or equivalent experience.
• 2–4 years of experience in IT support, service desk, or field services.
• Experience with Microsoft 365 administration, endpoint management, and remote support tools.
• Familiarity with incident, request, and knowledge management processes.

Join our team and enjoy the benefits of full-time year-round employment with competitive rates and a comprehensive benefits package tailored to support your well-being and career growth.

Benefits Package:

• Health Benefits: Includes coverage for dental, vision, and extended medical care.
• Insurance: Life and disability insurance provided for financial security.
• Support Services: Access to an Employee Assistance Program (EAP).
• Financial Planning: Opportunity for RRSP matching to support your retirement savings.
• Time Off: Paid vacation, holidays, and sick leave for work-life balance.
• Wellness: Wellness programs and access to on-site gym facilities (available in some locations).
• Career Development: Professional growth opportunities and avenues for advancement.
• Perks: Employee discounts on company products or services.
• Convenience: On-site parking or parking allowance.

If you're looking to join a supportive team environment with opportunities for personal and professional development, apply now and become part of our dynamic team.

The Why

Why Cooke? Simple - because we are a company that rewards initiative, resourcefulness, and work ethic. We will champion your growth and provide you with the platform to create your path, your career, and your future.

NOTE: The recruiter is reviewing and interviewing eligible applicants for this position as they are received. If you are interested in this posting, you are encouraged to apply as soon as possible.