IT Client Services

POSITION SUMMARY: Under the direction of the Manager of IT Client Services, the Help Desk Analyst II provides front-line technical support while serving as a key resource within the Service Desk team. This role is responsible for resolving Tier 1 support requests, supporting team effectiveness through guidance and training, and delivering timely on‑site support for hardware and workstation-related issues. This position provides technical/functional guidance to Help Desk Analyst I, maintains active participation in the Help Desk queue while promoting consistent troubleshooting practices and service standards across the team. The role also participates in urgent in-person support and small‑scale equipment deployments. MAJOR

RESPONSIBILITIES:
- Resolves Tier 1 technical issues via phone, email, and ticketing systems, providing high quality client focus support for hardware, software, and access-related issues.
- Researches client queries using a variety of manuals and resources; works with other support analysts, CIT staff, and affiliated consulting organizations to answer client queries.
- Escalate tickets to specialized teams (e.g., Network and Cloud Services, Business and Enterprise Applications) as required. Follows up on support calls moved to Tier 2.
- Provide day-to-day technical guidance and support to Help Desk Analyst I relating to client inquiries, troubleshooting approaches, technical knowledge, and service standards.
- Provides on‑site IT support and responds to minor urgent workstation, hardware, and peripheral issues requiring physical presence.
- Configure, install, deploy, and troubleshoot desktops, laptops, and related devices.
- Escalates complex hardware issues to Hardware & Datacentre Administrator as required.
- Assists in maintaining asset tracking. Documents and follows deployment standards.
- Provides support with user setups, activations, troubleshooting and removes access for mobile devices.
- Assists IT Client Services – Business & Enterprise Applications Analyst with software installs.
- Assists IT Client Services – Network, Technology & Cloud Services Analyst with user access.
- Provides timely & ongoing communication with clients to facilitate excellent customer service.
- Ensures accurate documentation and timely resolution of all requests. Keeps knowledge base clear and up to date to maintain consistency in service delivery across the IT Client Services team and the CIT Division.
- Identifies where process changes may be required and leads collaborative efforts to improve and streamline affected processes and associated documentation.
- Assists onboarding and training of new Help Desk team members, sharing knowledge base documentation and supports team operations during peak periods.
- Reviews and audits help desk tickets; ensuring compliance with standard processes, tools, and troubleshooting methodologies.
- Performs other such related duties as may be assigned

QUALIFICATIONS:
Education/Experience:
- Degree in computer science, software engineering, information systems, or a related field with 3 years of experience working in a service desk environment, including hands-on desktop support; or
- Diploma in computer science, software engineering, information systems, or a related field with 5 years experience working in a service desk environment, including hands-on desktop support; or
- Equivalent combination of education and experience
- Experience assisting or mentoring peers in a team environment
- Experience troubleshooting connectivity issues
- Working knowledge of desktop applications (Microsoft 365, browsers, enterprise systems), Active Directory user support, and Windows operating systems Skills/Abilities:
- Strong analytical, critical thinking, and problem‑solving skills applied to hardware, software, and end‑user computing issues
- Ability to diagnose issues remotely and onsite with minimal supervision, including Windows endpoints, hardware, and application errors
- Excellent customer service skills with the ability to support users in face‑to‑face and remote environments
- Strong communication skills with the ability to explain technical concepts to non‑technical users
- Ability to prioritize and manage competing demands between ticket queues and urgent support requests
- Ability to provide guidance and knowledge sharing to team members to support consistent practices
- Strong organizational skills with attention to ticket documentation and asset handling
- Sound judgment in troubleshooting, root cause identification, and escalation to specialized teams
- Ability to work independently and collaboratively across multiple locations and teams
- Demonstrates professionalism when handling confidential or sensitive information and commitment to service improvement
- Must be competent within the meaning of the Occupational Health & Safety Act Assets:
- Experience in a desktop support or field technician role
- IT certifications (e.g