IT Helpdesk Analyst

Want to work for Canada’s most trusted brand? CAA Saskatchewan wants you!

CAA Saskatchewan is seeking a dependable, service-oriented, and solutions-focused IT Help Desk Analyst to join our team. This role is responsible for providing first-level technical support, troubleshooting hardware and software issues, managing service desk requests, and ensuring end users have the technology and support they need to perform their daily business tasks. The ideal candidate is a strong communicator, enjoys solving technical problems, and is committed to delivering exceptional customer service while contributing to continuous improvement.

Requirements

Key Responsibilities

IT Help Desk & Technical Support

• Serve as the first point of contact for IT Help Desk inquiries, providing timely and effective support through phone, email, chat, and the service portal.
  
• Receive, prioritize, document, track, and resolve incidents and service requests in accordance with established processes and Service Level Agreements (SLAs).
  
• Build positive relationships with end users by actively listening, asking effective questions, and gathering the information needed to diagnose and resolve technical issues.
  
• Provide in-person and remote technical support for endpoint devices, including workstations, monitors, headsets, printers, and other peripherals.
  
• Troubleshoot hardware, software, operating system, and connectivity issues using remote support tools and diagnostic utilities.
  
• Escalate unresolved incidents to the appropriate technical teams, ensuring accurate documentation and clear communication throughout the resolution process.
  
• Test and validate solutions to confirm issues are resolved and users can resume their work.
  
• Deploy pre-packaged software using established software distribution tools and processes.
  

System Maintenance & Continuous Improvement

• Perform preventative maintenance on workstations, printers, and other peripherals to support reliable system performance.
  
• Assist with user account reviews and other routine IT maintenance activities.
  
• Research technical issues using internal and external knowledgebases, documentation, and other available resources.
  
• Develop and maintain user-friendly help sheets, FAQs, and knowledgebase articles to support end users and improve service efficiency.
  
• Monitor and communicate emerging incident trends to management and recommend opportunities for service improvement.
  
• Reinforce established service standards and SLAs while contributing to the ongoing improvement of IT support processes.
  
• Participate in a weekly rotating after-hours support schedule as required.
  

Skills & Qualifications

• College diploma or university degree in Computer Science or a related field, or a minimum of two (2) years of equivalent work experience.
  
• Working knowledge of computer hardware, including workstations, monitors, headsets, printers, and other peripherals.
  
• Experience supporting desktop and server operating systems, particularly Windows 11 and Windows Server.
  
• Familiarity with Linux operating systems is considered an asset.
  
• Strong written and verbal communication skills, with the ability to explain technical information in clear, user-friendly language.
  
• Excellent interpersonal skills, including active listening, questioning, rapport building, and customer service.
  
• Strong documentation, organizational, and research skills, with attention to accuracy and detail.
  
• Proven analytical and problem-solving abilities, with the capacity to investigate and resolve a wide range of technical issues.
  
• Ability to learn new technologies, absorb information quickly, and retain technical knowledge.
  
• Strong time-management and prioritization skills, with the ability to manage competing demands in a fast-paced, high-pressure environment.
  
• Self-motivated and detail-oriented, with the ability to work independently and collaboratively as part of a team.
  
• Exceptional customer service orientation and a commitment to providing a positive end-user experience.
  
• Proficiency in leveraging AI tools and prompt engineering techniques to obtain accurate, relevant, and actionable information for research and troubleshooting.
  

Preferred

• Previous experience in an IT Help Desk, Service Desk, or technical support environment.
  
• Experience using ticketing systems, remote support tools, diagnostic utilities, and software deployment solutions.
  
• Familiarity with incident management processes, knowledgebase documentation, and service-level agreements.
  
• Experience supporting user accounts, endpoint maintenance, and a variety of hardware and software applications.
  

Benefits

Why Work at CAA Saskatchewan?

At CAA Saskatchewan, we offer competitive compensation, comprehensive health and dental benefits, a company-matched pension plan, employee membership benefits, professional development opportunities, and so much more! Join a supportive and collaborative team where your technical expertise, problem-solving abilities, and commitment to customer service help keep our people connected, productive, and supported.

How to Apply

If you are interested in this career opportunity, please apply directly at Jobs at CAA Saskatchewan