Service Desk Analyst I

College of New Caledonia; Prince George; On-site; CAD 60,000 - 63,000; Full time

Job summary

College of New Caledonia in Prince George, BC seeks an IT Service Desk Analyst I to act as the first contact for IT Services, triage tickets, and assist with asset management and image deployment.

The role requires a two-year diploma in IT related field and IT service experience. You’ll collaborate with a diverse college community, support AV and telephony systems, and help maintain IT infrastructure. 35 hours/week with afternoon/evening shifts.

Qualifications

• Two-year diploma in Computer Information Systems / IT / Electronics or related field.
• 6+ months of current IT support experience resolving user issues & managing devices.
• Experience in post-secondary education or public sector preferred.
• Experience using ticketing and knowledgebase systems.
• Ability to provide advice and training to end-users professionally.
• Familiarity with ITIL framework.

Responsibilities

• Provide initial IT helpdesk support; triage, resolve, or escalate issues.
• Record, track, and escalate tickets using the ticketing system.
• Create and deploy desktop images per requirements; assist with AV setup.
• Maintain asset inventory and lifecycle documentation.
• Assist with identity/access management and security tooling.
• Support network basics like DNS/DHCP and connectivity checks.

Skills

Communication skills

Customer service mindset

Team collaboration

Ability to train end-users

Proactive problem solving

Education

Two-year diploma in Computer Information Systems/IT/Electronics

Tools

Ticketing systems

Knowledgebase systems

ITIL framework

PXE provisioning

Microsoft Intune

PowerShell scripting

DNS/DHCP basics

BitLocker encryption

Job description

For all Administrative postings please disregard the following statement. For CUPE postings please refer to Article 9.01 (d) of the CUPE Collective Agreement to ensure you have met the eligibility requirements to apply to CUPE competitions.

Employment Status

Full Time

Employment Type

Fixed Term

Job Summary

Reporting to the Chief Information Officer, and where applicable, assigned day-to-day supervision from the local Community Campus Manager, the Service Desk Analyst I will act as an initial point of contact for IT Services and will record, triage, escal

Specific Duties

• Provide preliminary investigation, troubleshooting, and diagnosis of user issues.
• Record, resolve, and escalation tickets to appropriate technicians based on responsibility matrix and escalation guidelines.
• Follow procedures to create and deploy desktop images based on provided requirements.
• Create knowledgebase articles documenting resolution procedures for common issues that are later reviewed for quality.
• Validate asset details and asset ownership in the asset system as part of user interactions.
• Order, recover, prepare for redeployment, and distribute assets based on procedures.
• Perform inventory verification activities following a pre-set schedule or plan.
• Perform recycling or disposal of assets that have reached end-of-life or have been determined to no longer provide value to the College.
• Produce reports and performs analysis to aid in asset management.
• Communicate IT initiatives and service interruptions to the College community via email and other channels
• Maintain software licensing database.
• Maintain system documentation.
• Assist with the setup, troubleshooting, and collection of audio/visual equipment for short events and long-term installations.
• Assist with installation and troubleshooting of analog and digital phone and video conferencing systems.
• Enterprise systems user account management activities, such as setting up user accounts and passwords, and retrieving user information.
• Execute test plans for new hardware and software systems to ensure functionality meets specifications.
• Participate in IT projects to ensure that goals, objectives, and stakeholder commitments are met.
• Follow best practices on the setup and configuration of applications.
• Troubleshoot simple network issues using tools such as nslookup, ping, tracert, and ipconfig.
• Configure DNS and DHCP settings on end-user devices.
• Perform pre-defined maintenance actions on Identity and Access Management technology infrastructure.
• You will be part of a team actively engaged in contributing to and accomplishing the vision, mission, and goals of the College and in supporting the aspirations and needs of our learners.
• You will promote a positive work atmosphere by interacting and communicating in a professional manner that demonstrates mutual respect with students and colleagues.
• Perform other related duties as assigned.

Skills & Qualifications

• Recognized two (2) year diploma in Computer Information Systems, Information Technology, Electronics Engineering or related field of study.
• 6 months or more of current experience working with IT support services performing user issue resolution, service request fulfilment, and user device management.
• Experience in post-secondary education or the public sector is preferred
• Experience using ticketing and knowledgebase systems to provide updates and solutions to service requests
• Ability to provide advice and training resources to end-users in a professional manner
• Experience with an IT Framework such as ITIL (Information Technology Infrastructure Library)
• Experience with PXE (Preboot Execution Environment) and Microsoft Intune image provisioning and management
• Ability to test newly implemented solutions and provide constructive feedback
• Understanding of hardware lifecycles in an enterprise environment
• Ability to make decisions on your teams’ behalf while working with other groups inside and outside the College
• Ability to investigate and record operational requirements and problems
• Ability to read and execute basic shell scripts such as batch files and PowerShell to automate administrative tasks
• Ability to install and work with a variety of telephony and A/V cables (CAT6, RJ45, HDMI , USB , etc.)
• Ability to manage VoIP and video conferencing systems in an enterprise environment
• Experience with the use and configuration of drive encryption tools such as BitLocker
• Understanding of information legislation, such as the Freedom of Information and Protection of Privacy Act (FIPPA) and the Personal Information Protection Act (PIPA)
• Understanding of network concepts and terminology like connections, sessions, sockets, packets, IP address assignment, gateways, and DNS
• Understanding of signal switching, device casting, and RF/IR transmission technologies
• Understanding of cabling requirements and limitations
• Demonstrated commitment to service excellence and teamwork
• Ability to work effectively and cooperatively with a diverse group of individuals or departments
• Excellent communication skills, both written and verbal

Band

F

Grade

NA

Salary

$60,876 per year, plus a Labour Market Adjustment of $600 per year

Location

Prince George

CNC Campus

CNC Campus Prince George

Province

BC

Country

Canada

Posting Number

26-114SP

Employee Group

Operational

Desired Start Date

09/21/2026

Position end date (if temporary or seasonal)

08/31/2027

This position will require afternoon and evening shifts (ie 12:30pm-8:30pm).

Number of Hours per week

35

Posting Competition Status

Accepting Applications

Number of Positions to fill

1

Open Date

09/03/2026

Screening/Close Date

09/10/2026

Supplemental Questions

Required fields are indicated with an asterisk (*).

• * Are you legally able to work in Canada?
  • Yes
  • No
• * Do you have a recognized two (2) year diploma in Computer Information Systems, Information Technology, Electronics Engineering or equivalent?
  • Yes
  • No
  • In process
• * Do you have a minimum of six months current experience working with IT support services performing user issue resolution, service request fulfilment, and user device management?
  • Yes
  • No
• * Please describe any previous experience you have working in a customer service environment

  (Open Ended Question)

Documents Needed To Apply

• Required Documents
  • Resume
  • Cover Letter
• Optional Documents
  • Credentials

College of New Caledonia, Human Resources

3330 22 Ave, Prince George, BC V2N 1P8, Canada