Technical Support Analyst II

UFA Co-operative Ltd. • Calgary, AB

2d • Hybrid

About The Position

Reporting to the SR. Manager, IT End User Services, the Technical Support Analyst II is an integral part of the end user experience at UFA. They provide tier 2 technical support, address end user support requests, investigate incidents, and offer troubleshooting expertise to resolve issues as they arise. The Technical Support Analyst II demonstrates a strong focus on customer service, security, documentation, and adherence to ITIL processes to ensure reliable operation of the end-user computing environment. The Technical Support Analyst II will support and interact with various technologies and environments including Microsoft Windows desktop and laptop environments (Windows 11, Intune), Microsoft 365 (Intune, Exchange Online, SharePoint, OneDrive, Teams, Edge, etc.), Active Directory, Remote Help, VPN, and virtualized environments, client/server-based applications, network-connected devices (printers, scanners, mobile devices), networking concepts (LAN/WAN, TCP/IP, Wi-Fi), HP, Microsoft, and similar end-user hardware platforms, and Point-of-sale computers, pin pads, printers, telecom/mobile devices, tablets, scan guns, and BYOD.

Requirements

• A minimum of 4 - 6 years of progressive work experience as a Systems Analyst, or similar with demonstrated knowledge supporting: Workstation hardware/software and operating systems
• Mobile computers, Tablets, telecom, and mobile devices
• Mobile Device Management in iOS, Android, and Windows devices
• Degree, diploma, or certifications in computer science, information systems technology, or relevant technologies and methodologies (ex. ITIL, CompTIA A+, SC-900, AZ-900, etc)
• Strong understanding of ITSM, business process, and operations
• Ability to adapt to rapidly changing technology and user requirements
• Advanced analytical and problem-solving skills
• Excellent communication and interpersonal skills
• Familiarity with cloud computing and cybersecurity principles
• Strong critical thinking and decision-making skills
• Attention to detail and ability to manage multiple tasks simultaneously
• Ability to occasionally lift up to 50lbs when moving IT equipment
• Valid Class 5 drivers license required
• This position requires travel of approximately 3 days per month to UFA farm and petroleum locations (within Canada).

Nice To Haves

• Retail, agricultural, or petroleum business knowledge is an asset, but is not required

Responsibilities

• Provide technical expertise and functional support to users in person and remote.
• Identify, evaluate, and prioritize support requests to ensure their successful resolution.
• Respond to incidents and service requests in a timely and professional manner.
• Translate technical concepts into clear, understandable language for users.
• Deliver a high-level of customer service and maintain positive working relationships.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Support Microsoft Office applications and other business-critical software.
• Configure, image, and deploy desktops, laptops, and mobile devices to meet business requirements.
• Install and configure software.
• Coordinate hardware replacements and upgrades.
• Ensure client systems are patched and compliant.
• Track the end-to-end lifecycle of supported assets in ServiceNow.
• Ordering equipment while adhering to UFA approval processes.
• Document incidents, service requests, resolutions, and procedures.
• Maintain accurate records following ITIL best practices.
• Contribute to internal knowledge base and support documentation.
• Provide guidance and training to users on systems and applications.
• Assist users in adopting best practices and preventing repeat issues.
• Provide backup support for other End User Services team members.
• Aid Service Desk team members when required.
• Participate in internal and external projects as assigned.
• Collaborate with colleagues to meet departmental goals.
• Ensure UFA safety requirements are adhered to for all tasks.

Benefits

• Success is shared. You’ll own your work and be recognized for both individual and organizational results.
• We prioritize safety, respect your time, and offer flexible options and comprehensive benefits to support your life inside and outside of work.
• Our collaborative culture fosters growth through hands-on experience, mentorship, training, educational support, and diverse career paths.

What This Job Offers

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