Technical Analyst (Auxiliary)

Kyndryl • Regina, SK

1d • CA$3,189 - CA$3,649 • Remote

About The Position

The Technical Analyst works under the direction of a Manager in the area of service and project delivery to enhance and maintain the customer’s desktop infrastructure, affecting services provided to all government ministries and agencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province. The position requires strong technical skills and involves direct contact with pre-approved VIP client staff in order to resolve escalated client problems. If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!

Requirements

• Related degree or an equivalent combination of relevant experience, education and/or training.
• Technical experience analyzing and resolving complex problems in the following areas: Windows 10 or later Operating Systems MacOS issues Microsoft Office 2019 or later Active Directory Microsoft Azure/Entra Active Directory Microsoft InTune Mobile Device Management Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable
• Communication: Communicates effectively both verbally and in writing, ensuring information is clear, concise, accurate and tailored to the audience.
• Prepares and develops a variety of technical and business materials (e.g., reports, testing results, knowledge base documents) and presents information confidently, responding to questions in real time while maintaining professionalism.
• Interpersonal Communication: Builds and maintains effective working relationships with individuals at all levels, including managing challenging interactions and resolving issues.
• Collaborates within team environments to achieve objectives, contributes actively, and respects diverse perspectives.
• Provides guidance and coaching to senior stakeholders on technology use while maintaining tact, diplomacy and confidentiality.
• Maintains a professional presence when supporting executive-level clients and provides feedback to improve processes and procedures.
• Organizational: Manages and prioritizes a fluctuating workload independently in dynamic environments.
• Adapts to changing priorities, deadlines and operational demands while ensuring timely delivery of results and communicating key information and issues to stakeholders.
• Research/Analyze & Investigate: Analyzes technical issues, identifies options and develops effective solutions using sound judgment and critical thinking.
• Conducts research and supports investigations to gather relevant information.
• Interprets data to identify trends, root causes and anomalies, and contributes to the development and testing of solutions while maintaining high attention to detail.
• Information Systems/Business Technology: Uses information technology and software applications to support efficient operations, access and analyze information, and produce clear reports.
• Applies technology solutions to address business problems and continuously adapts to evolving tools and systems.
• Candidate has to reside in the Province of British Columbia, due to the union certification requirements.
• Must be available to provide after-hours “On Call” support on a rotational basis.
• Periodically required to assist on special projects and emergencies, some of which may occur after core hours.
• Might be required to travel to and from customer work sites.

Nice To Haves

• Preference will be given to candidates with experience providing support to executive level clients

Responsibilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests.
• Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.
• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.
• Provides support for pre-approved VIP users, responds to requests, determines actions, and resolves incidents.
• Monitors and follows up on assigned incidents until resolution.
• Logs VIP calls, incidents, and other service requests.
• Accepts calls from VIP assistants or other individuals on their behalf and works through the requestor to resolve incidents.
• Provides orientation and instruction to VIP customers in systems, applications, and protocols.
• Offers direct and flexible contact options to satisfy VIP preferences.
• Provides remote support to traveling VIPs.
• Provides assistive support for VIP’s personally owned assets used for accessing client systems and services.
• Performs scheduled VIP support at business events within British Columbia and provides remote support outside British Columbia.
• May be required to lift machinery, tools, supplies, and equipment weighing up to 20 kg17.
• May work non-core hours and provide home support in support of the VIP service commitment.
• Analyzes problem trends and recommends problem resolution procedures.
• Works with other service delivery units in resolving problems.
• Conducts testing of application deployments to ensure quality assurance of end product.
• Reviews, tests, and conducts quality assurance on imaging changes.
• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.
• Participates in the development and documentation of systems standards, configuration standards.
• Drafts Technical Information Bulletins for service delivery units and service partners.
• Provides information sessions as required.
• Researches technical information and hardware/software capabilities to recommend improvements.
• Coordinates knowledge creation and updates including knowledge structure and tools.
• Develops and evolves knowledge structure, and develops and maintains knowledge templates to gather client and project information.
• Publishes knowledge on appropriate knowledge base.
• Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.
• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA's, project requests, and operational performance reports.
• Conducts problem and trend analysis and makes recommendations to improve operations.
• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded.
• Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels.

Benefits

• Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)
• Ongoing training and professional development opportunities
• Health & wellness programs – lunchtime seminars, community activities and a comprehensive Employee & Family Assistance Program
• Seasonal events and socials
• A robust awards/recognition program
• A friendly work environment where your team is always willing to help
• A leadership team that actually cares about you and wants you to love your job

What This Job Offers

• Career Level: Mid Level
• Education Level: Associate degree