Technical Support Analyst II (Term Certain)

Red Deer Polytechnic; Red Deer; On-site; CAD 34,000 - 48,000; Full time

Benefits offered by this job

15% hourly rate bonus in lieu of leave

Job summary

Red Deer Polytechnic seeks a Technical Support Analyst II in Red Deer, AB to resolve desktop issues escalated from the IT Help Desk and ensure alignment with IT standards, procedures, and SLAs.

The role covers desktop management, ticket handling, and continual service improvement, with emphasis on customer service and data security. Starting November 16, 2026, ending June 30, 2027, 8:30 a.m.–4:30 p.m., 35 hours/week. Applications to [e-mail].

Qualifications

• Two years of post-secondary training in Computer Systems Technology or equivalent.
• 3+ years in client-facing computer support preferred.
• A+; Network+; ITIL Foundation would be an asset.

Responsibilities

• Resolve issues escalated to Tier II using knowledge bases and procedures.
• Assist with desktop images creation, testing, deployment, and maintenance.
• Log and review interactions in the ticketing system and report on incidents and requests.
• Identify and implement improvements to IT services and workflows.

Skills

Interpersonal communication

Customer service

Problem solving

Organizational skills

Independent & collaborative work

Conflict resolution

Self-motivation

Education

Two years post-secondary in Computer Systems Technology or equivalent

Tools

Virtualization (asset)

Job description

Position Summary

The Technical Support Analyst II is the Information Technology (IT) support role responsible for resolution of client desktop issues escalated from the IT Help Desk.

The Technical Support Analyst II has an excellent understanding of the technology products and services provided to the institution; investigates and resolves client technical issues; demonstrates impeccable customer service skills; and ensures a high degree of client satisfaction and compliance with IT Standards, processes, procedures, and Service Level Agreements.

Issue Resolution

• Assumes responsibility for, investigates, and resolves issues escalated to the Tier II team.
• Uses all available resources such as the knowledge base, established procedures, manuals, and online articles to investigateand resolve issues.
• Classifies and escalates issues when unable to resolve.
• Ensures integrity and security of user data.
• Provides guidance and instruction to clients and colleagues in resolving incidents and requests

Desktop Management

• Assists with the creation, testing, deployment, and maintenance of computer images.
• Performs testing, configuring, deploying, maintaining, and troubleshooting of desktop hardware, software, and peripherals.
• Develops and recommends enhancements and improvements to the client desktop experience.

Ticket Management

• Logs all interactions in the ticketing system.
• Reviews the ticketing system to correct errors and improve data quality.
• Retrieves and analyses statistics from the ticketing system as requested.
• Reports on the completion of incidents and service requests.

Continual Service Improvement

• Identifies and implements initiatives to improve customer service.
• Develops and maintains technical knowledge of the hardware, software, and peripheral devices supported by IT Services.
• Researches and implements improvements to existing IT service offerings and processes.
• Authors resolutions and fixes to include in the knowledge base.
• Works with clients and stakeholders to develop, enhance, and improve workflows and processes through the effective use of technology.

Continuous Growth and Acquisition of New Skills

• Actively participates in training and professional development activities as they become available.
• Actively acquires knowledge and skills related to this position.
• Maintains familiarity with policies and procedures to meet needs immediately without misleading or misdirecting clients.
• Performs other duties as assigned.

Required Qualifications

Two (2) years of post-secondary training, completion of a community college certificate including trades apprenticeships or equivalent in Computer Systems Technology or other relevant certificate programs/qualifications.

Preferred Qualifications

• A+; Network+; ITIL Foundation would be an asset.
• 3+ years relevant experience working in a client-facing computer support role.
• Excellent working knowledge of computer software, hardware, and networks.
• Experience developing and deploying computer images and virtualization of software is considered an asset.
• Demonstrated experience in conflict resolution and meeting demands of clients.
• Experience working in a post-secondary institution an asset.
• Ability to work effectively, independently, and collaboratively within a changing, progressive, team-oriented environment.
• Excellent interpersonal communication skills and demonstration of effective judgement, problem-solving and organizational skills.
• Strong customer service orientation and strong self-motivation and initiative.

Benefits and Compensation Information

• An additional 15% of the hourly rate in lieu of vacation, statutory holidays and benefits

Desired Start Date

November 16, 2026

Position End Date (if term-certain)

June 30, 2027

Hours of work

8:30 a.m. to 4:30 p.m., Monday to Friday, 35 hours per week

Note to Applicant

Red Deer Polytechnic fosters an inclusive learning and working environment where everyone can bring their full selves and share their unique talents. We are committed to being responsive to the evolving needs and expectations of our diverse community. To enrich the intellectual, economic, cultural, and social development of Central Alberta, we value the contributions of individuals with diverse perspectives and experiences. We encourage applications from Indigenous persons, Black and racialized persons, women, persons with disabilities, individuals of all sexual orientations, and persons of any gender identity orexpression. Red Deer Polytechnic will provide job applicants with accommodations in accordance with the Alberta Human Rights Code. To request an accommodation, please contact [e-mail].

Special Instructions to Applicants

Hours of work may be dependent upon operational needs.