General Summary The Computer Systems Analyst is responsible for handling a wide range of technical support requests and service tickets—typically of higher complexity than first-level support. This includes troubleshooting and resolving issues across workstations, servers, printers, networks, and vendor-specific hardware and software.

This role is best suited for a mature, client-facing IT professional who is confident working directly with both technical and non-technical users. A successful CSA brings strong communication skills, professionalism, and a calm, reassuring presence to client interactions. Whether working independently or as part of a team, this person excels at solving problems and making clients feel supported and understood.

The ideal candidate takes initiative, follows through on commitments, and approaches challenges with a service-first mindset. They are comfortable working independently or collaboratively, and most importantly, they create positive client experiences by making users feel heard, supported and valued.

Primary Responsibilities

· Provide professional, client-focused technical support while demonstrating robust communication, active listening, and customer service skills

· Act as a trusted point of contact for a designated subset of clients—developing deep familiarity with their environments and becoming a subject matter expert to support and advocate on their behalf

· Take ownership of higher-level technical requests and work collaboratively with internal teams to drive issues to resolution

· Prepare and deploy workstations for clients—including imaging, configuration, software installation, documentation, and on-site or remote support

· Participate in and support new client onboarding processes—assisting with initial hardware and service configuration, environment documentation, and knowledge sharing

· Utilize Skycomp’s core toolset (e.g., backup solutions, endpoint protection, monitoring,



cloud services, and security platforms) to maintain client environments

· Configure, support, and troubleshoot network infrastructure including servers, switches, firewalls, and printers

· Perform Active Directory administration (adds, changes, removals), manage cloud services, and support common business applications

· Contribute to Skycomp’s layered security initiatives through configuration, monitoring, and audit support

· Maintain detailed and accurate documentation within internal systems

· Mentor junior team members and provide guidance as needed to support skill development

· Attend internal meetings, share insights with peers, and engage in continuous learning and knowledge exchange

Expected Results

Through proper execution of the above responsibilities, Computer Systems Analysts will deliver an exceptional support experience, maintain solid client relationships, and grow technically through exposure to real-world challenges.

The right CSA for this role is dependable, confident, and people-first. They balance technical skill with emotional intelligence and are not afraid to lead conversations, manage client expectations, and advocate for both the user and the technology.

Credentials and Experience

· Post-secondary education in a related field (e.g., Computer Systems Technology or equivalent experience)

· 2+ years of skilled experience working in or alongside an IT environment—this could include help desk, internal IT, MSP, or other technical roles

· Maturity, professionalism,



and confidence in an office environment—comfortable speaking with a wide range of users across different industries, from front-line staff to executive leadership

· Strong communication and interpersonal skills—able to explain technical concepts clearly to non-technical users and maintain a high level of customer service

· Experience with any of the following is considered an asset:

- Cisco switching and networking
- Backup and disaster recovery platforms
- Antivirus and security tools
- VPN setup and troubleshooting
- RMM tools, ticketing systems, and scripting

· Valid Ontario G-class driver’s license and access to reliable transportation is a must · Physically capable of deploying and moving IT equipment such as workstations, servers, and networking gear at client sites

Why Choose Skycomp?

Below are some of the additional perks Skycomp has to offer their valued team members:

· A comprehensive health benefits plan for the employee and their family

· A RRSP and/or TFSA matching program

· Quarterly bonuses

· Continued training and education

· Various internal contests and rewards

· A company phone/plan and company laptop

· Team building events, outings and more!

As a rapidly growing company, Computer System Analysts have the prospect to propel themselves into greater job roles and technical competencies.

Pay: $26.00-$30.00 per hour

Advantages

- Casual dress
- Company events
- Dental care
- Extended health care
- On-site parking
- RRSP match
- Vision care

Application question(s):
- Please list your personal email so we can get in touch with you if moving forward with next steps.
- Do you have your G Driver's license and own a reliable vehicle? This is an absolute must.
- Do you live in the Niagara ON region and are able to commute to St. Catharines? This is strictly an in-office position.

Work Location: In person

📌 Computer Systems Analyst (Tier 2 Technician) (St. Catharines)
🏢 Skycomp Solutions
📍 St. Catharines