Please see Special Instructions for more details.

A strong internal candidate has been identified.

Posting Details

Position Information

Position Title

Technical Support Analyst II

Position Summary The Technical Support Analyst II is the Information Technology (IT) support role responsible for resolution of client desktop issues escalated from the IT Help Desk.

The Technical Support Analyst II has an excellent understanding of the technology products and services provided to the institution; investigates and resolves client technical issues; demonstrates impeccable customer service skills; and ensures a high degree of client satisfaction and compliance with IT Standards, processes, procedures, and Service Level Agreements.

Position Responsibilities

Issue Resolution

- Assumes responsibility for, investigates, and resolves issues escalated to the Tier II team.
- Uses all available resources such as the knowledge base, established procedures, manuals, and online articles to investigateand resolve issues.
- Classifies and escalates issues when unable to resolve.
- Ensures integrity and security of user data.
- Provides guidance and instruction to clients and colleagues in resolving incidents and requests.

Desktop Management

- Assists with the creation, testing, deployment, and maintenance of computer images.
- Performs testing, configuring, deploying, maintaining, and troubleshooting of desktop hardware, software, and peripherals.
- Develops and recommends enhancements and improvements to the client desktop experience.

Ticket Management

- Logs all interactions in the ticketing system.
- Reviews the ticketing system to correct errors and improve data quality.
- Retrieves and analyses statistics from the ticketing system as requested.
- Reports on the completion of incidents and service requests.

Inventory Management

- Manages hardware and software inventory.
- Coordinates shipping, receiving, deployment, and warranty replacement of hardware.
- Maintains the Configuration Management Database, ensuring integrity and accuracy of hardware and software inventory.

Continual Service Improvement

- Identifies and implements initiatives to improve customer service.
- Develops and maintains technical knowledge of the hardware, software, and peripheral devices supported by IT Services.
- Researches and implements improvements to existing IT service offerings and processes.
- Authors resolutions and fixes to include in the knowledge base.




- Works with clients and stakeholders to develop, enhance, and improve workflows and processes through the effective use of technology.

Continuous Growth and Acquisition of New Skills

- Actively participates in training and career development activities as they become available.
- Actively acquires knowledge and skills related to this position.
- Maintains familiarity with policies and procedures to meet needs immediately without misleading or misdirecting clients.
- Performs other duties as assigned.

Required Qualifications

- Two (2) year Computer Systems Technology or other relevant certificate programs/qualifications.
- At least three years’ experience working in a client-facing computer support role

Preferred Qualifications

- A+; Network+; ITIL Foundation would be an asset.
- Excellent working knowledge of computer software, hardware, and networks.
- Experience developing and deploying computer images and virtualization of software is considered an asset.
- Demonstrated experience in conflict resolution and meeting demands of clients.
- Experience working in a post-secondary institution an asset.
- Ability to work effectively, independently, and collaboratively within a changing, progressive, team-oriented environment.
- Excellent interpersonal communication skills and demonstration of effective judgement, problem-solving and organizational skills.
- Strong customer service orientation and strong self-motivation and initiative

Salary or Hourly?

Salary

Salary

$60,645 to $70,946 annually

Benefits and Compensation Information

Red Deer Polytechnic offers a comprehensive benefits package including extended health and dental care through Blue Cross, access to a health spending account, pension plan, Employee

& Family Assistance Program, generous vacation allotments, credit tuition waivers and opportunities for professional development funding. Additional time off due to Institution closures between Christmas and New Year general holidays.





- Eligibility to access the above-mentioned benefits is dependent upon the AUPE Collective

Agreement and related RDP policies.

About Red Deer Polytechnic

Focused on advancing the economic and social priorities of Alberta, Red Deer Polytechnic(RDP) provides more than 100 industry-relevant credit and non-credit programs to approximately 11,000 credit, non-credit and apprenticeship students. With up-to-date teaching and learning spaces, and state-of-the-art research and innovation centres, RDP provides education and applied research opportunities in partnership with industry and communities.

Red Deer Polytechnic’s main campus is located on Treaty 7, Treaty 6 and Métis ancestral lands. This is where we will strive to honour and transform our relationships with one another.

Whatever brings you to Red Deer Polytechnic, we are glad you are here. And we look forward to having you as a valued member of our polytechnic community.

Posting Detail Information

Competition Number

2026-A-131

Employment Type

Permanent Full-Time

Number of Vacancies

1

Desired Start Date

08/17/2026

Position End Date (if term-certain)

FTE

1.0

Hours of Work

11:30 am to 7:30 pm

Open Date

08/10/2026

Close Date

08/14/2026

Open Until Filled

No

Note to Applicant

Red Deer Polytechnic fosters an inclusive learning and working environment where everyone can bring their full selves and share their unique talents. We are committed to being responsive to the evolving needs and expectations of our diverse community.

At RDP, we are committed to a merit-based hiring process, and we believe in an inclusive workplace that is fair, equitable, supportive, welcoming and respectful. We recognize, value, and leverage differences in identities, abilities, background, cultures, skills, experiences, and perspectives. Our practices are guided by the principles of the Alberta Human Rights Act and support the Truth and Reconciliation Commission of Canada’s Calls to Action.

If you believe you have the skills and equivalent experience and potential to contribute to this role, we encourage you to apply

Red Deer Polytechnic will provide job applicants with accommodations in accordance with the Alberta Human Rights Code. To request an accommodation, please contact [email protected].

Special Instructions to Applicants A strong internal candidate has been identified.

Required Documents

- Cover Letter

- Resume

Optional Documents

📌 Technical Support Analyst II (Red Deer)
🏢 Red Deer Polytechnic
📍 Red Deer