Associate Technical Support Analyst Co-op

Company: CGL
Department: IT - Ent Inf & Ops Serv
Employment Type: Student (8 months)
Work Model: Hybrid (2 days in office)
Language: English is required, French is an asset.
Additional Information: This/these role(s) is/are currently vacant

The Opportunity:

We are a leading Canadian financial services cooperative committed to being a catalyst for a sustainable and resilient society and our team is essential to deliver on this strategy. That’s why we prioritize our people, to ensure we provide a strong culture and development opportunities which enables our team to thrive and to live our purpose. The best part is that you will work with people that care passionately about you, our clients, and our communities.

Our Information Technology team aspires to be a leader in applying technology to power business strategies. We connect concepts with solutions to create value and efficiencies for our clients, employees, and communities. Our success is driven by our skilled and diverse team who are passionate about excellence, innovation, and agility.

As a Technical Support Analyst Co-op, you will join our Technical Platform Support (TPS) team and work alongside full-time analysts resolving second level (Tier 2) incidents for employees across the organization. Your incident queue is the core of the role. On a rotational basis you will also staff Ctrl+Alt+Connect, our in-person tech bar at the Guelph head office, where you will be the face of IT for employees who walk up looking for help – providing quick, friendly triage within a 15-minute window and handing anything longer off to the wider TPS team or the appropriate third level team. This is a hands-on role: you will spend your days troubleshooting real problems for real people, building technical depth, and learning how enterprise IT support works end to end. Problem management and Power Platform project work are layered in as you get comfortable.

Technologies you will work with:

• Windows 11 in an enterprise environment – troubleshooting the operating system, applications, drivers, peripherals, and device configuration
• Microsoft 365 – Outlook, Teams, OneDrive, SharePoint
• ServiceNow for incident, problem, and knowledge management
• Microsoft Power Platform (Power Automate, Power Apps) for project work – exposure or coursework is an asset, not a requirement
• Remote-connectivity tools used to support end users
• Active Directory, Microsoft Intune, Microsoft Configuration Manager (SCCM), and Cisco Secure Client VPN are all assets

How you will create impact:

• Respond to second level (i.e. Tier 2) incidents escalated by the first level Help Desk – this is the primary focus of the role – diagnosing and resolving issues of small to medium complexity by referencing existing documentation, training, and previous experience
• Work your assigned incident queue end to end, keeping tickets accurate and up to date in ServiceNow and escalating to third level teams with complete troubleshooting notes when an issue falls outside of scope
• Staff the Ctrl+Alt+Connect tech bar at the Guelph head office on a rotational schedule, acting as the friendly in-person face of IT for employees who walk up
• At the bar, provide quick triage within an expedited 15-minute window – Wi-Fi and network connectivity, application installs, peripheral and docking station setup, password resets, laptop sign-in and setup, ServiceNow orders, and laptop returns
• Create and document a ServiceNow incident for every walk-up interaction, then triage anything that will exceed the 15-minute window to the wider TPS team or the appropriate third level team with complete notes
• Contribute to problem management by identifying trends and recurring issues in the incidents you handle, raising emerging problems to the team, and investigating and updating assigned problem records through to resolution
• Keep the tech bar space organized and stocked – opening and closing checklists, signage on the tech bar displays, equipment secured at end of day
• Create and maintain knowledge articles for new and existing known errors using standard enterprise tools and processes
• Contribute to Power Platform project work – building or improving Power Automate flows and Power Apps that reduce manual effort and improve how the team and our clients work
• Solicit and act on client feedback to continuously improve the in-person support experience

To join our team:

• You are currently enrolled in a post-secondary program in Information Technology, Computer Science, Computer Engineering, or a related field, and returning to studies following the placement
• You are available for a co-op placement of 8 months or longer – 12-month placements are preferred
• You have a working knowledge of Windows 11 and common desktop hardware and software
• Previous help desk, technical support, retail, or other client-facing experience is an asset
• Exposure to Power Automate, Power Apps, or other automation and scripting tools is an asset
• Familiarity with ITIL practices such as incident, problem, and knowledge management is an asset

How you will succeed:

• You genuinely enjoy helping people and deliver strong client service – in-person support is a large part of this role, and how you make someone feel matters as much as whether you fix the issue
• You are comfortable troubleshooting face to face, staying calm and clear when someone is frustrated or under time pressure
• Your strong communication skills allow you to explain technical information to non-technical people without jargon
• You leverage critical thinking and structured troubleshooting to identify problems, connect patterns across issues, and propose solutions
• You’re an effective team player who shares knowledge and supports your peers
• You are curious, take ownership, and are committed to continuous learning and improvement

What you need to know:

• This is a hybrid role based out of the Guelph head office. Because the Ctrl+Alt+Connect tech bar is staffed in person, this role requires a consistent on-site presence.
• The tech bar operates during regular business hours; you will be scheduled on a rotation alongside the rest of the team.
• This role has Oncall responsibility – at least 1 week of Oncall (training and compensation provided) will be required.
• Detail oriented work that requires a high degree of mental concentration for extended periods of time.
• You will be subject to a Background check as a condition of employment, in the event you are the successful candidate.

What’s in it for you?

• Hands-on experience in a second level enterprise IT support team supporting thousands of employees
• Direct mentorship from experienced Technical Support Analysts, with structured onboarding and training
• Exposure to real ITIL practices – incident, problem, and knowledge management – in a large enterprise environment
• Real project work in the Microsoft Power Platform that you can point to on your resume
• A holistic approach to your well-being, with physical and mental health programs and a supportive workplace culture – eligible for company benefits after 6 months.
• A competitive salary and an inclusive, collaborative team that genuinely wants you to learn

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