Technical Support Analyst Ii

2 weeks ago


Red Deer, Canada Red Deer College Full time

Position Information

**Position Title**
- Technical Support Analyst II**Position Summary**
- Are you an IT professional looking for a permanent role at a growing post-secondary institution? Do you have at least three years of experience working in a client-facing role? Are you looking for the opportunity to develop your technical knowledge?- Red Deer Polytechnic Information Technology Services division is looking for a Technical Support Analyst II. This full-time, permanent role will have the ability to work both on campus and remotely while contributing to the Red Deer Polytechnic community.**Position Responsibilities**
- Working within a team and under the direction of the Manager of IT Client and Print Services, the Technical Support Analyst II, using a client focused approach, provides support for technology-related challenges to staff, students, and community members.- The Technical Support Analyst II is responsible for:
- Gathering information and determining the issue the client is facing
- Logging the interaction, analyzing the symptoms, and identifying possible solutions
- Resolving the issue using available resources or escalating the issue as required

The Technical Support Analyst II also focuses on:
- Testing, configuring, deploying, and maintaining hardware, software, and peripherals
- Developing enhancements and recommending improvements to the client desktop experience
- Reviewing the ticketing system to improve data quality and analyzing statistics from the ticketing system as needed

The Information Technology Services division ensures the effective integration and use of technology and systems in a learner-centered environment. The Client Services team provides front-line support to the RDP community by resolving technical issues, managing computer desktop inventory, and works to enhance and improve the client experience.**Required Qualifications**
- Two (2) years of related post-secondary training or equivalent such as a Diploma in Computer Systems Technology
- A+ or Network+ Certification or equivalent experience
- 3 - 5 years of experience in a related field
- Proven knowledge of computer software, hardware and networks
- Established ability to handle competing priorities and exceptional communication skills
- Strong work ethic and productivity in an independent work environment demonstrated through previous employment, education, or volunteer experience

**Preferred Qualifications**
- ITIL Foundation Certification
- Previous experience working in a post-secondary environment

**Salary or Hourly?**
- Salary**Salary**
- $54,004 - $63,173 annually**Benefits and Compensation Information**
- Red Deer Polytechnic offers a comprehensive benefits package including extended health and dental care through Blue Cross, access to a health spending account, pension plan, Employee & Family Assistance Program, generous vacation allotments, credit tuition waivers and opportunities for professional development funding. Additional time off due to Institution closures between Christmas and New Year general holidays.- Eligibility to access the above mentioned benefits dependent upon the AUPE Collective Agreement and related RDP policies.

**About Red Deer Polytechnic**

**Red Deer Polytechnic** has been a pivotal part of central Alberta for nearly six decades. Since our story began as Red Deer College in 1964, we have proudly served our learners and communities with diverse programs, as well as impressive learning spaces and facilities.- In the spring of 2021, our institution was officially granted status as a polytechnic, and our
- **new name** and
- **brand **were announced soon after. As Red Deer Polytechnic, we will continue to offer the same breadth of credentials and mix of- We welcome you to further your career with Red Deer Polytechnic. We also welcome you to join us as a vibrant gathering place creating connections in our community. With
- **two campuses** and impressive
- **facilities**, Red Deer Polytechnic is an ideal place to learn,
- **work**,
- **conduct research** and enjoy
- **events**.- Whatever brings you to Red Deer Polytechnic, we are glad you are here. And we look forward to having you as a valued member of our polytechnic community.Posting Detail Information

**Competition Number**
- 2023-A-004**Employment Type**
- Permanent Full-Time**Number of Vacancies**
- 1**Desired Start Date**
- 02/01/2023**Position End Date (if term-certain)**

**FTE**
- 1.0**Hours of Work**
- 8:30 a.m. to 4:30 p.m., Monday to Friday, 35 hours per week**Open Date**
- 01/03/2023**Close Date**

**Open Until Filled**
- Yes**Note to Applicant**Special Instructions to Applicants**

**Required Documents**
- Cover Letter
- Resume
- References Names and Contact Information

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