Support Analyst

  • Location:
    Saskatoon
  • Department:
    Information Systems and Technology
  • Posting ID:
    S1904
  • Position type:
    Full Time

JOB FUNCTION

Working as part of the Technology Solutions team and reporting directly to the Team Lead, this position is responsible for providing technical and operational support to all business areas of Saskatchewan Blue Cross. The successful candidate will be committed to quality standards and will be responsible for ensuring adherence to, and providing input on, appropriate policies, procedures and standards in your day to day work.

 

DUTIES & RESPSONSIBILITES

  • Responsible for the daily operation of the organization’s devices and services, including, but not limited to desktop and mobility
  • Offer Tier I Technical Support; providing troubleshooting, analysis and resolution of technical issues and deficiencies
  • Provide high level service delivery to end users and clients; utilizing problem identification, diagnosis, tracking and resolution strategies
  • Perform daily operational tasks such as, but not limited to, batch processing, reporting, and resolving operational issues
  • Responsible for deploying devices used in operations such as personal computers, printers and other peripherals; accountabilities include the configuration, implementation, on-going maintenance and timely communication and documentation
  • Prepare comprehensive test and installation plans for upgrades and deployments of both hardware and software; facilitate plan reviews, document risks and risk mitigation strategies and follow established change management procedures
  • Maintain the operating levels for company devices including patch management, audit cycles and problem identification and resolution
  • Responsible for desktop and mobile hardware, software and license management and compliance
  • Ensure all equipment is operating as expected and is in safe working order; initiate service calls as needed
  • Identify operational irregularities and recommend strategies for resolution
  • Monitor operational performance to ensure service level expectations are being met 
  • Assists with research and other related projects and duties as assigned
  • Provide backup support to other Technology Solutions team members as required

 

QUALIFICATIONS & SKILLS

  • Post-secondary diploma in Computer Systems Technology, with a minimum 1 - 2 years of directly related experience.  Preference will be given to candidates with professional certifications such as Microsoft 365 Admin, MCSA, MCSE, IBM I Admin. An equivalent combination of training and experience will be considered
  • Experience with Windows desktop operating systems, including Windows 10 and Office 2016 online is essential
  • Must have knowledge of basic network topologies; Ethernet, LAN, WAN and TCP/IP
  • Preference will be given to candidates with experience in IBM i (AS/400) hardware and operating system; Microsoft 365 and ServiceNow 
  • Demonstrated knowledge of desktop hardware and software with the ability to easily learn new technologies 
  • Service focus with excellent written and verbal communication skills
  • Strong organization skills with the ability to manage multiple tasks and set priorities within established guidelines
  • Ability to work effectively with others in a team environment as well as independently with minimal supervision
  • Ability to travel from time to time and to occasionally work outside of core operating hours
  • The successful candidate may be required to undergo a background check
  • Must be legally entitled to work in Canada on an unrestricted basis
  • Ability to move and lift up to 50 lbs and sustain bending or reaching with heavy loads
  • Walk and stand extensively
  • Push or pull heavy-duty carts
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