Regional Support Analyst

Wascana; Prince Albert; Hybrid; CAD 60,000 - 90,000; Full time

Job summary

The Saskatchewan Public Safety Agency (SPSA) is seeking an organized, results-oriented Regional Support Analyst to join the Emergency Communications, Technical and Support Services Branch in the Operations Division.

Responsibilities include on-site troubleshooting, root-cause analysis, and collaboration across teams to ensure reliable, secure IT services for provincial emergency management operations. A diploma or degree in IT and four years of experience are required.

Qualifications

• Diploma or degree in Computer Science, Computer Information Systems, Network Administration, or related IT field.
• Minimum four years of experience in a structured IT support environment.
• Industry certifications such as ITIL, CompTIA A+, Network+ preferred.
• Experience supporting Windows, Office, Active Directory, and PC hardware.

Responsibilities

• Perform on-site advanced troubleshooting for desktop software, hardware, OS, mobile devices, printers, and apps.
• Diagnose incidents, identify root causes, and determine resolutions.
• Communicate technical information to technical and non-technical audiences, verbally and in writing.
• Provide technical support to deliver value-added service and customer satisfaction.
• Prioritize workloads, meet deadlines, and adhere to SLAs while completing projects.
• Prepare reports, documentation, and training materials related to hardware, software, and productivity tools.

Skills

Communication

Critical Thinking

Interacting with Others

Navigating Ambiguity

Managing Self

Data Literacy

Influence

Political and Organizational Awareness

Public Service Focus

Education

Diploma or degree in Computer Science / IT field

Tools

ITIL

CompTIA A+

Network+

Job description

• Hours of Work A - SGEU Office 36 – one date off every two weeks
• Workplace Diversity We are committed to workplace diversity.
• Diversity Groups Persons with disabilities
• Diversity Groups Members of a visible minority group
• Diversity Groups Women in underrepresented roles
• Occupation Code SIT
• Grade SGEU.09.Market SIT
• Organization 537 Saskatchewan Public Safety Agency
• Number of Openings 1

About Us

The Government of Saskatchewan provides the services, programs and supports the people of Saskatchewan need. We deliver on the Saskatchewan Plan for Growth to build a strong economy, strong communities and strong families, ultimately building a stronger Saskatchewan. Dedicated to service excellence, we demonstrate innovation, collaboration and transparency, practice effective and accountable use of resources and promote engagement and leadership at all levels.

About the Team

The Saskatchewan Public Safety Agency (SPSA) is a Treasury Board Crown responsible for provincial emergency management, along with SaskAlert, fire safety, wildfire management and Saskatchewan's 911 emergency dispatching services. SPSA’s mission is to safeguard and protect the people, property and resources of Saskatchewan through partnerships, coordinated planning, education, prevention, mitigation, response and recovery. With a fleet of specialized aircraft, equipment, personnel and bases across the province, SPSA responds to emergencies and disasters from the air, on the ground and behind the scenes. As home of the Fire Commissioner, the SPSA also assists communities in compliance with the National Fire Code through investigations conducted by designated inspectors/peace officers.

ABOUT THE JOB

The Opportunity:

The Saskatchewan Public Safety Agency (SPSA) is seeking an organized, results-oriented, team player for the position of Regional Support Analyst, in the Emergency Communications, Technical and Support Services Branch in the Operations Division.

Responsibilities

• Performs on‑site advanced troubleshooting, problem‑solving, and root‑cause analysis for escalated incidents involving desktop software, hardware, operating systems, mobile devices, printers, and related applications.
• Diagnoses technical incidents and identifies root causes to determine resolutions.
• Communicates technical information to technical and non‑technical audiences, both verbally and in writing.
• Provides technical support that delivers value‑added service and ensures customer satisfaction.
• Makes timely decisions by actively listening, paraphrasing, and clarifying information to fully understand issues.
• Ensures infrastructure systems protect internal and external users and safeguard Government of Saskatchewan information.
• Works independently and collaboratively to complete assignments and achieve team and organizational goals.
• Prioritizes and organizes workloads to meet tight deadlines, adheres to service level agreements, and complete project tasks.
• Prepares reports, documentation, and training materials related to hardware, software, and productivity tools.
  

Qualifications

Job Capabilities:

As a public servant, we are seeking someone who:

• Is accountable, takes ownership of their work by contributing to organizational outcomes and demonstrates the corporate values in our Commitment to Excellence.
• Is innovative and seeks out ways for improvement by thinking creatively, identifying new ideas and taking responsible risks.
• Works collaboratively with others to understand, engage and have meaningful dialogue to achieve work outcomes.
• Is inclusive, identifies and is aware of personal bias, and readily seeks out and appreciates diverse perspectives.
• Is adaptable, continuously learns from experience and applies those learnings to new situations.
• Focuses on achieving public service excellence.

Technical Knowledge and Skills:

• Diploma or degree in Computer Science, Computer Information Systems, Network Administration, or a related Information Technology field. Equivalent combinations of education and experience may be considered.
• Minimum four years previous experience in structured information technology support environment.
• Industry certifications and training such as ITIL, CompTIA A+, Network+ or related technical certifications are preferred.
• Demonstrated knowledge and experience supporting Microsoft Windows operating systems, Microsoft Office applications, Active Directory, and Intel-based desktop and laptop hardware.
• Strong understanding of networking concepts, data communications hardware and software, and networking protocols with particular emphasis on TCP/IP.
• Experience supporting mobile devices, tablets, printers, and peripheral technologies in a corporate or enterprise environment.
• Proven experience installing, configuring, maintaining, and troubleshooting client/server-based applications and systems.
• Knowledge of endpoint security technologies, including antivirus, anti-malware, and other cybersecurity tools and practices.
• Advanced troubleshooting and problem‑solving skills with the ability to perform root cause analysis and resolve complex technical issues involving hardware, software, operating systems, applications, and network connectivity.
• Experience providing Tier 1 or Tier 2 technical support for escalated incidents while maintaining a high level of customer service and user satisfaction.
• Strong verbal and written communication skills with the ability to effectively interact with technical and non‑technical users.
• Ability to create and maintain technical documentation, reports, user guides, training material and knowledge base articles.
• Strong organizational skills with the ability to manage multiple priorities, coordinate tasks, and work independently in a fast‑paced environment.
• Knowledge of IT service management practices, ticketing systems, and incident management processes.

Commitment to continuous learning and staying current with emergent technologies, security practices, and industry standards.

The sucessful candidate must hold a valid Class 5 driver's license and will be required to obtain an enhanced reliability security clearance.

Note: This clearance requires Canadian Citizenship or Permanent Resident status.

Job Skills:

• Communication (Level C)
• Critical Thinking (Level C)
• Interacting with Others (Level C)
• Navigating Ambiguity (Level B)
• Managing Self (Level C)
• Health, Safety and Wellness (Level A)
• Data Literacy (Level C)
• Influence (Level C)
• Political and Organizational Awareness (Level B)
  
• Vacation, scheduled days off, and other types of leave
• Inclusive work environments
• Career growth, development, and advancement opportunities

Our Commitment to Excellence:

The Government of Saskatchewan upholds deep-rooted values of Respect and Integrity, Serving Citizens, Excellence and Innovation, and Acting as One Team.