Technical Analyst, Service Desk

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

Benefits offered by this job

Hybrid work options

Competitive total rewards

Growth opportunities

Well-being support

Job summary

FCC is seeking a Technical Analyst to serve as the first point of contact for IT support, diagnosing and resolving incidents across multiple channels and communicating solutions clearly to both technical and non-technical users. You’ll own incidents from initiation through resolution or escalation and contribute to a high‑performing Service Desk.

You’ll maintain documentation, improve knowledge base content, and follow ITIL‑aligned practices.

Qualifications

• Certificate, diploma or degree in computer science, engineering, mathematics or a related field, or an equivalent combination of education and 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, supporting a coast‑to‑coast Service Desk during business hours.
• Investigate, analyse 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, including updates, actions 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 where required (20–40 lbs).

Skills

Customer service

Analytical skills

Troubleshooting

Communication skills

Education

Certificate/diploma/degree in CS/engineering/math or related field

Tools

ITIL processes

Service management tools

Job description

Closing Date (MM/DD/YYYY):

10/08/2026

Worker Type:

Permanent

Language(s) Required:

English

Term Duration (in months):

Salary Range (plus eligible to receive a performance based incentive, applicable to position) :

$62,910 - $85,110

Why FCC?

At FCC, we’re proud to be 100% invested in Canadian agriculture and food. As a federal Crown corporation, we provide financing, knowledge resources and business management software to over 103,000 customers nationwide.

Here’s what you can expect when you join our team:

• Competitive total rewards packages: market-aligned and performance-based salary and incentive programs, flexible and comprehensive group benefit and savings plans, and well-being support through benefits and wellness programs

• Purpose-driven work: We build strong relationships, share knowledge and support the people who feed the world

• Growth: Learning and development opportunities to help you thrive

• Hybrid work options

.

How you’ll make an impact

As a Technical Analyst, you’ll be the first point of contact for IT support, helping resolve customer issues quickly and effectively across multiple channels. You’ll diagnose and troubleshoot technical problems, communicate solutions clearly to both technical and non-technical users, and take ownership of incidents from initiation through to resolution or escalation.

You’ll contribute to a high-performing Service Desk team by maintaining accurate documentation, improving knowledge base content, and following ITIL-aligned practices. Your work will directly impact the employee experience by ensuring reliable, timely technology support.

What you’ll do

• Provide IT support through phone, email, chat and in‑person interactions, supporting a coast‑to‑coast Service Desk during business hours
• Investigate, analyse 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‑day technologies and services
• Escalate issues when required based on troubleshooting and documentation
• Maintain accurate ticket documentation, including updates, actions 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 where required (20–40 lbs)

What you’ll bring to the team

Required qualifications:

• A certificate, diploma or degree in computer science, engineering, mathematics or a related field, or an equivalent combination of education and 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, especially in documentation and process adherence
• A friendly, customer‑focused mindset with strong communication skills

Preferred qualifications:

• Experience supporting enterprise applications and business systems
• A valid driver’s license and ability to travel occasionally
• Bilingualism (English and French) is a strong asset.
• Ability to work independently while contributing to a high‑performing team
• Willingness to learn new tools, systems and technologies
• Ability to prioritise work and manage multiple requests in a fast‑paced environment

You belong here

At FCC, we’re committed to creating an inclusive, equitable and accessible workplace – one that reflects the communities where we live, work and play. Our team is made stronger through diversity, and we’re dedicated to building a workforce that brings together a range of backgrounds, abilities and perspectives.

We encourage qualified applicants to apply, including members of these four employment equity groups:

• Indigenous Peoples
• Members of visible minority groups
• Persons with disabilities
• Women

Accessibility and accommodations

To support an inclusive and accessible candidate experience, we encourage anyone needing an adjustment or accommodation during any stage of the recruitment process to email us at: [e-mail]. An HR partner will respond and work with applicants who request a reasonable accommodation. Information received in relation to accommodation requests will not impact hiring decisions.