IT Support Analyst

Cooke Aquaculture Inc. • City of Saint John, NB

11d • Onsite

About The Position

Cooke is a global seafood company with operations in North America, Europe, South America and Australia. Our company’s success is driven by our dynamic, highly skilled, and innovative management team, supported by dedicated employees who live in coastal communities and contribute to the local area’s economy and sense of community. Cooke is continuing to strengthen its global IT operations to ensure reliable, secure, and consistent technology services across all regions. As an IT Support Analyst, you play a critical role in supporting end users, maintaining service quality, and ensuring day-to-day technology issues are resolved efficiently and professionally.

Requirements

• End-user troubleshooting across Windows, Microsoft 365, endpoints, and connectivity.
• Incident analysis and problem-solving in a ticket-driven environment.
• Clear, professional communication with technical and non-technical users.
• Strong prioritization and time management skills.
• Understanding of endpoint standards, security basics, and configuration best practices.
• Documentation and knowledge management discipline.
• Diploma or degree in IT, Computer Systems, Networking, or equivalent experience.
• 2–4 years of experience in IT support, service desk, or field services.
• Experience with Microsoft 365 administration, endpoint management, and remote support tools.
• Familiarity with incident, request, and knowledge management processes.

Responsibilities

• Diagnose and resolve a wide range of end-user hardware, software, and connectivity issues.
• Perform root-cause analysis for recurring incidents and recommend preventative actions.
• Support field services activities, including workstation deployment, troubleshooting, and equipment maintenance.
• Fulfill non-standard service requests and perform approved system or application configurations.
• Maintain and improve knowledge base articles, SOPs, and troubleshooting documentation.
• Coordinate with infrastructure, network, and application teams to resolve cross-functional issues.
• Support onboarding and offboarding activities, including accounts, devices, and access.
• Monitor ticket queues and ensure response and resolution SLAs are met.

Benefits

• Health Benefits: Includes coverage for dental, vision, and extended medical care.
• Insurance: Life and disability insurance provided for financial security.
• Support Services: Access to an Employee Assistance Program (EAP).
• Financial Planning: Opportunity for RRSP matching to support your retirement savings.
• Time Off: Paid vacation, holidays, and sick leave for work-life balance.
• Wellness: Wellness programs and access to on-site gym facilities (available in some locations).
• Career Development: Professional growth opportunities and avenues for advancement.
• Perks: Employee discounts on company products or services.
• Convenience: On-site parking or parking allowance.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree