Service Desk Analyst II

College of New Caledonia

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Employment Status Full Time Employment Type Regular Job Summary

Reporting to the Chief Information Officer, the Service Desk Analyst II will assist with the implementation of procedures and processes on the Service Desk team. This role will act as a point of escalation for advanced issue resolution. The Service Desk Analyst II will work closely with other members of the Service Desk team to promote high-quality ticket, asset, and knowledge base updates. Specific Duties

Implement service delivery process improvement initiatives as directed by the Service Desk Supervisor.
Maintain and enhance the library of knowledge base articles to ensure documentation is up-to-date and accurate.
Act as a point of escalation for other Service Desk team members for issues which require extensive planning and coordination effort.
Assist in the development of asset standards and procedures and coordinate asset verification activities.
Coordinate collection and consolidation of upcoming software needs from business stakeholders.
Create imaging and virtual desktop requirement specifications based on business needs.
Analyze current asset state to identify and communicate risks.
Participate on committees and working groups as a subject matter expert.
Create projects and issue resolution plans which other members of your team can follow.
Deploy solutions using a service-oriented architecture (SOA).
Create, maintain, and follow technical documentation.
Evaluate various audio/visual solutions and provide purchase recommendations to management.
Assist with installation of analog and digital phone and video conferencing systems.
Perform analysis of processes and procedures to produce recommendations with the goal of better fulfilling operational needs.
Create simple data visualizations to assist with communicating information to decision makers.
Troubleshoot simple network issues using tools such as nslookup, ping, tracert, and ipconfig.
Configure DNS and DHCP settings on end-user devices.
Perform pre-defined maintenance actions on Identity and Access Management technology infrastructure.
You will be part of a team actively engaged in contributing to and accomplishing the vision, mission, and goals of the College and in supporting the aspirations and needs of our learners.
You will promote a positive work atmosphere by interacting and communicating in a professional manner that demonstrates mutual respect with students and colleagues.
Perform other related duties as assigned.

Skills & Qualifications

Recognized two (2) year diploma in Computer Information Systems, Information Technology, Electronics Engineering or related field of study.
2 years or more of current experience working with IT support services performing user issue resolution, service request fulfilment, and user device management.

Experience in post-secondary education or the public sector is preferred
Experience managing an enterprise asset system to ensure accuracy and compliance with standards and procedures
Ability to collect clear, accurate and thorough systems requirements
Experience with an IT Framework such as ITIL (Information Technology Infrastructure Library)
Experience leading projects
Ability to prepare and distribute progress reports
Ability to select, install and maintain appropriate audio/visual equipment based on provided requirements and restrictions
Ability to install and work with a variety of telephony and A/V cables (CAT6, RJ45, HDMI, USB, etc.)
Ability to troubleshoot and remediate software compatibility and peripheral support issues in a physical or virtual environment
Ability to modify and execute basic shell scripts such as batch files and PowerShell to automate administrative tasks
Ability to assess the relative strengths and weaknesses of different solutions
Understanding of risk management practices and cybersecurity frameworks (e.g. NIST)
Understanding of deeper security topics such as how encryption and authentication work in principle
Ability to understand and use malware and virus remediation tools
Ability to learn, follow, and suggest enhancements to standard IT practices
Understanding of the use of backup software and strategies (Veeam, Avamar, etc.)
Understanding of network concepts and terminology like connections, sessions, sockets, packets, IP address assignment, gateways, and DNS
Experience with the use of role-based access controls for the implementation of access management authentication, entitlements, data security, and privacy
Understanding of interactions between virtual machines, storage, and application delivery
Understanding of networking for Virtual Machines and hosts
Ability to manage VoIP and video conferencing systems in an enterprise environment
Demonstrated commitment to service excellence and teamwork
Ability to work effectively and cooperatively with a diverse group of individuals or departments
Excellent communication skills, both written and verbal

Band G Grade NA Salary $64,310 per year, plus a Labour Market Adjustment of $600 per year Location Prince George CNC Campus Prince George Province BC Country Canada Department Information Technology Services

Posting Detail Information

Posting Number

26-079SP

Employee Group

Operational

Desired Start Date

08/10/2026

Position end date (if temporary or seasonal)

Additional Appointment Details

This position may require working hours in the afternoon or evening.

This position may require occasional travel.

Number of Hours per week

Posting Competition Status

Accepting Applications

Open Date

07/10/2026

Screening/Close Date

07/20/2026