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Technical Support Analyst

4 days ago

Regina, Saskatchewan, Canada Saskatchewan Workers' Compensation Board Full time
Description

Technical Support Analyst - Regina

Temporary Appointment until approximately December 31, 2026.

Regina Office

 Job Summary:

Perform Tier I support to all WCB clients (internal and external). Analyze, troubleshoot, install, perform Tier II (Deskside) support, and provide resolution to issues related to personal computers for internal and external users. Ensure system availability, recovery procedures, and back-up procedures.

Duties & Responsibilities:

  1. Provide first point of contact support to all WCB clients (internal and external) by receiving, recording, prioritizing, analyzing and providing solutions to technical problems or requests. 
  2. Provide Tier II (Deskside) support for escalated support calls to all internal clients.
  3. Provide remote support when required.
  4. Provide Online Services (Webmaster) support to internal and external clients.
  5. Analyze, troubleshoot and provide a resolution for issues relating to hardware, Personnel Computer installations, configurations, peripherals, printers, multi-function devices, custom and packaged software installation and support, and network connectivity.
  6. Assemble hardware, setup computers, laptops, monitors, and other devices. Add/remove adaptors, hard drives, memory, webcams, headsets, and other technology related items. 
  7. Configure, install, operate, and troubleshoot network printers, standalone printers, colour printers, and high-volume printers.
  8. Test new software and hardware before deployment to end-users.
  9. Manage, update, configure, install and test the corporate Windows Operating System standard image for desktop deployment.
  10.  Participate in the use, configuration, and maintenance of the SCCM (System Center Configuration Manager) system, including; deploy and reconcile Operating System patches, package and deploy new software, upgrade existing software, and monitor or create predefined and custom reports on a regular basis.
  11. Monitor and report on the availability of various WCB systems, including: intranet sites, Internet sites, SharePoint, Microsoft365, Exchange, Lotus Notes, telephones, databases, and other computer systems.
  12. Monitor detailed Anti-Malware and Security reports to ensure successful implementation of software updates, anti-malware signature updates, and security vulnerability mitigations. Provide support to devices that require manual updates or intervention.
  13. Clarify and record details of incidents. Maintain call-tracking tool, ensuring all requests are documented with the necessary information.
  14. Provide support and/or training on various applications, including Windows, Microsoft Office, line-of-business applications, custom applications, etc.
  15. Perform research to determine appropriate resolutions to technical problems.
  16. Develop and maintain existing Service Desk manuals, documentation, and Knowledge Base.
  17. Contribute to the design, development and evolution of various technical projects for IT, Business areas, Executive and Board. Ensure that project deliverables are met.
  18. Ensure that all Service Desk customer contact points are monitored by appropriate staffing levels at all times.
  19. Responsible for file management and file recovery, this includes; monitoring space, ensuring that files are removed if not necessary, and reviewing inappropriate use of file space. 
  20. Establish and maintain communication channels with team members, management, internal business units, and vendors for project status updates.
  21. Act as a mentor and advisor to junior staff. 
  22. Provide on-call support for evenings and weekends on a one week per six weeks rotation
  23. Travel may be required.

Qualifications:

In the event there are no fully qualified applicants, the applicant with the closest match to the posted requirements may be chosen as an underfill.  For this posting only, candidates must meet the experience requirements to be considered for the underfill."

If the overall qualifications of external and internal applicants are deemed to be equal the internal applicant will be given preference.

Two (2) years successfully completed post-secondary technical education in an industry-recognized diploma or certificate program focused on networks and/or desktop hardware, software, and operating systems. Plus a minimum of one (1) year experience on a computer help desk. (Experience must be current within the last two-year period.) 

Demonstrated ability in the following knowledge and skills:

  • Knowledge of TCP/IP, LAN, Wireless, Windows 10, Microsoft Office, Microsoft365, SharePoint/OneDrive, Teams, and Lotus Notes.
  • Repair or replace hardware.
  • Ability to prioritize calls and multi-task in a fast-paced environment.
  • Analytical skills which enable you to problem-solve in a timely manner.
  • Able to identify the difference between hardware and software problems; correctly trouble-shooting and resolving problems in either area.
  • Ability to learn and research new technologies. 
  • Written and oral communications are clear and concise with the ability to translate computer jargon for the non-technical user.
  • Customer service focus.
  • Work well in a team environment.
  • Lift and carry weights up to 85 lbs. over short distance several times a day intermittently AND lift and carry weights up to 25 lbs. over short distance several times a day intermittently.

Applications:

It is the responsibility of the applicant to ensure that the application is received through the online application system prior to close. Each application must include a cover letter explaining how each qualification is met and an updated resume.

The Saskatchewan Workers' Compensation Board is committed to achieving a representative workforce. Members of designated groups (women, aboriginal people, people with disabilities and visible minorities) are encouraged to apply.

Application Deadline: February 1, 2026