TechnicalAnalyst(Auxiliary)

## Accountabilities In this role, you will be responsible for delivering technical support, incident resolution, and service excellence across a wide range of end-user computing environments. You will analyze service requests, resolve escalated technical issues, and ensure high-quality support for VIP users and government stakeholders. Key responsibilities include: Reviewing and analyzing service requests and performing technical diagnosis for moderately complex incidents Providing Level 2 and Level 3 support for escalated tickets from service desks and support teams Delivering dedicated VIP support, including direct interaction with executive users and their assistants Monitoring, tracking, and ensuring timely resolution of incidents and service requests Supporting desktop infrastructure, including Windows, macOS, Microsoft Office, Active Directory, Intune, and SCCM environments Conducting testing and quality assurance for application deployments, imaging updates, and system changes Maintaining system functionality and supporting software distribution and endpoint management tools Contributing to documentation, technical bulletins, and knowledge base updates for IT service teams Performing trend analysis and identifying opportunities for operational improvement Supporting IT standards, reporting, and compliance through data analysis and performance monitoring Requirements The ideal candidate brings strong technical support experience in enterprise IT environments, along with the ability to work directly with executive users and manage complex technical issues independently. You are detail-oriented, customer-focused, and comfortable working in a structured service delivery model. Key qualifications include: Post-secondary education in IT or equivalent combination of education and relevant experience Strong hands-on experience supporting Windows 10+, macOS, Microsoft Office, Active Directory, and Microsoft 365 tools Experience with Microsoft Intune, SCCM (or equivale