Service Desk Analyst I

College of New Caledonia

Virginia (MN)

On-site

USD 43,000 - 44,000

Full time

14 days+

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Job summary

College of New Caledonia is seeking a Service Desk Analyst I to act as the first point of contact for IT Services. The role focuses on recording, triaging, and resolving user service requests while maintaining accurate records in the IT asset and request tracking system.

You will work with the Service Desk team to promote ticketing and asset management and deliver timely support to CNC stakeholders. Under supervision from the CIO and campus manager, you will help maintain software licensing

Qualifications

Two-year diploma in Computer Information Systems, Information Technology, Electronics Engineering or related field of study.
6 months or more of current experience in IT support services, handling user issue resolution and 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 ITIL framework.

Responsibilities

Provide preliminary investigation, troubleshooting, and diagnosis of user issues.
Record, resolve, and escalate tickets to appropriate technicians.
Follow procedures to create and deploy desktop images.
Create knowledgebase articles documenting resolution procedures.
Validate asset details and asset ownership in the asset system.

Education

Two year diploma in Computer Information Systems / IT / Electronics Engineering or related field

Tools

Ticketing system

Knowledgebase system

PowerShell

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

Regular

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, escape, or resolve user service and incident requests. This role will be responsible for maintaining accurate records in the IT asset and request tracking system. The Service Desk Analyst I will work closely with other members of the Service Desk team to promote ticketing and asset management procedures with the goal of delivering high-quality services and support to CNC stakeholders in a timely manner.

Specific Duties

Provide preliminary investigation, troubleshooting, and diagnosis of user issues.
Record, resolve, and escape 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

Band F

Grade

Grade NA

Salary

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

Location

Location Prince George

CNC Campus

CNC Campus Prince George

Province

Country

Canada

Department

Posting Number

26-093SP

Employee Group

Operational

Desired Start Date

09/14/2026

Number of Hours per week

Posting Competition Status

Accepting Applications

Number of Positions to fill

Open Date

08/05/2026

Screening/Close Date

08/24/2026

Remain Open Until Filled

Special Instruction/Details to Applicant

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)