Technical Support Analyst II

at  Red Deer Polytechnic

POSITION SUMMARY

The Technical Support Analyst II is the Information Technology (IT) support role responsible for resolution of client desktop issues escalated from the IT Help Desk.
The Technical Support Analyst II has an excellent understanding of the technology products and services provided to the institution; investigates and resolves client technical issues; demonstrates impeccable customer service skills; and ensures a high degree of client satisfaction and compliance with IT Standards, processes, procedures, and Service Level Agreements

REQUIRED QUALIFICATIONS

Two (2) year Computer Systems Technology or other relevant certificate programs/qualifications
At least three years’ experience working in a client-facing computer support role

PREFERRED QUALIFICATIONS

• A+; Network+; ITIL Foundation would be an asset.
• Excellent working knowledge of computer software, hardware, and networks
• Experience developing and deploying computer images and virtualization of software is considered an asset.
• Demonstrated experience in conflict resolution and meeting demands of clients
• Experience working in a post-secondary institution an asset
• Ability to work effectively, independently, and collaboratively within a changing, progressive, team-oriented environment
• Excellent interpersonal communication skills and demonstration of effective judgement, problem-solving and organizational skills
• Strong customer service orientation and strong self-motivation and initiative