Job Opportunities Client Support Analyst I

Job ID:3014

Openings: 1

Jurisdiction:Civic Middle Management

Division:Corporate Services

Department:Technology

Branch:Cross Functional Solutions

Location Name: Regina Saskatchewan CA

Type of Posting:Internal & External

Employment Type: Term up to 6 months

Hourly Salary: $31.93- $39.96

Annual Salary:$60878.00-$76188.00

Date Posted: July 24 2025

Closing Date: July 31 2025

Land Acknowledgement

We are proud to reside on Treaty 4 Territory and the traditional lands of the Cree Saulteaux Dakota Nakota Lakota and Mtis Nation honoring and respecting these Nations and ancestors of this territory and grateful to be here. Regina is committed to building trust and creating true partnerships with Indigenous peoples.

Equity Diversity & Inclusion

The City of Regina is an equal opportunities employer dedicated to fostering a respectful collaborative inclusive and barrier-free workplace allowing everyone to achieve their full potential. We value diversity as a key to our success and encourage all qualified candidates including Indigenous peoples people of color 2SLGBTQIAP individuals of all genders persons of disabilities and members of equity-seeking communities to apply.

The City of Regina is committed to ensure accessible and accommodating processes during the application and selection phases. If you need accommodation at any point during the recruitment process please inform our Talent teamand well collaborate with you to address your requirements.

Position Summary

This position provides technical support troubleshooting and resolving of functional issues relating to the Citys end user computing environment including hardware and software. This position provides account management services and support in the administration of all asset management aspects of the corporate hardware and software process. This position also participates in evaluating and deploying new end user hardware and software to ensure it meets departments business needs and fits into the corporate position reports to the Technical Support Lead.

Key Duties & Responsibilities

• Provide technical related support to users by accepting and recording all requests determining the probable resolution to these requests and resolving these requests
• Provide support and troubleshooting for the Citys end user hardware and software environments including installation relocation and maintenance and network connectivity
• Ensure established service level requirements are met escalate incidents at risk of breaching service level agreement including any major Incidents to the Technology Support Lead
• Ensure that schedules orders and timelines are communicated and met for device installation upgrades and terminations
• Provide account management services including the set-up change and removal of accounts (login IDs) that provides access to applications and data in the City of Regina environment
• Participate in evaluating new end user hardware and software to ensure it meets departments business needs and fits into the corporate environment
• Responsible for all tickets assigned ensuring completion of tickets to the satisfaction of the clients
• Maintain Service Desk databases and applications by accurately logging all Incident or Service Request details troubleshooting steps and final resolution allocating categorization and prioritization codes
• Manage deployment and recovery of IT equipment and maintain the asset management database accordingly deploy prepackaged software as needed using automated deployment tools
• Perform preventative maintenance including checking and cleaning of workstations printers and peripherals and ensuring software updates are completed
• Collaborate with other teams and vendors as necessary to investigate and resolve user problems
• Build and maintain advanced skill set in troubleshooting infrastructure software and hardware as it relates to the Citys environment
• Adherence to internal Cybersecurity prevention protocols and processes
• Maintain Service Desk databases and applications by accurately logging all Incident or Service Request details troubleshooting steps and final resolution allocating categorization and prioritization codes
• Manage deployment and recovery of IT equipment and maintain the asset management database accordingly deploy prepackaged software as needed using automated deployment tools
• Perform preventative maintenance including checking and cleaning of workstations printers and peripherals and ensuring software updates are completed
• Collaborate with other teams and vendors as necessary to investigate and resolve user problems
• Build and maintain advanced skill set in troubleshooting infrastructure software and hardware as it relates to the Citys environment
• Adherence to internal Cybersecurity prevention protocols and processes

Key Qualifications

• Typically the knowledge abilities and skills required are obtained through completion of a two-year diploma in Computer Engineering Technology or a university degree in Computer Science or other related discipline combined with one (1) to two (2) years relevant experience providing technical end user support
• Certification in a Service Desk process methodology such as ITIL Service Desk is considered an asset
• Knowledge of Service Desk operating environment methodologies and software
• Knowledge of computer hardware operating systems and software packages and a range of diagnostic utilities
• Experience working in an ITIL-driven environment principles and processes
• Demonstrated problem solving skills and ability to apply principles of logical thinking to define problems analyze evaluate and interpret information and make effective recommendations
• Professionally represent the Technology & Digital Innovation Department by applying customer service principles practices and techniques in communicating policies procedures and processes
• Communicate clearly and effectively both orally and in writing demonstrating fluent English language skills with the ability to adapt to diverse communication techniques to evaluate situations identify problems and exercise sound independent judgement
• Knowledge of cybersecurity prevention techniques and best practices
• Ability to handle multiple tasks and develop solutions to technical problems while under pressure and meeting client expectations and deadlines
• Ability to handle difficult and sensitive situations with customers and employees
• Ability to establish and maintain effective working relationships with civic employees and external service providers
• Ability to contribute and work independently within a highly motivated team environment
• Ability to conduct research into a wide range of computing issues is required

Working/Other Conditions

• This position may be required to work irregular shifts and/or be on call 24 hours per day 7 days a week. Must have the ability to lift and carry equipment such as printers workstations etc.
• A valid Class 5 drivers license is considered an asset.

Additional Requirements:

• Successful candidates may be required to provide a satisfactory criminal record check per the City of Reginas Criminal Record Check Policy.
• Proof of education is required.
• Additional assessments may be conducted to evaluate competencies skills and knowledge.

At City of Regina we offer competitive compensation health and wellness benefits and growth through educational support and in-house courses. If youre passionate about public service and making a difference apply now!

For detailed job descriptions CBAs and application tips visit our Applicant & Job Resources page.

Note: Only applications submitted via our online application system are accepted