About the role#
As an Associate Technical Support Analyst Co-op, you will join the Technical Platform Support (TPS) team. You will work alongside full-time analysts to resolve second-level (Tier 2) incidents for employees. This role involves hands-on troubleshooting and provides insight into how enterprise IT support functions. You will also contribute to problem management and Power Platform project work as you gain experience.
What you'll do#
- Resolve second-level incidents escalated by the help desk.
- Manage your assigned incident queue in ServiceNow, ensuring tickets remain accurate and up to date.
- Staff the Ctrl+Alt+Connect in-person tech bar on a rotational basis.
- Provide quick triage for walk-ups within a 15-minute window, handling tasks like hardware setup, password resets, and software installs.
- Escalate complex issues to the wider TPS team or third-level teams with detailed notes.
- Identify trends and recurring issues to contribute to problem management.
- Create and maintain knowledge articles for known errors.
- Build or improve Power Automate flows and Power Apps to reduce manual effort.
- Perform opening and closing checklists for the tech bar and manage equipment.
- Participate in on-call rotations.
What you'll need#
- Current enrollment in a post-secondary program for Information Technology, Computer Science, Computer Engineering, or a related field.
- Intent to return to studies following the placement.
- Availability for a co-op placement of at least 8 months.
- Working knowledge of Windows 11 and common desktop hardware and software.
- Previous experience in a help desk, technical support, or client-facing retail role is an asset.
- Exposure to Power Automate, Power Apps, or other automation tools is an asset.
- Familiarity with ITIL practices such as incident and problem management is an asset.
Location & details#
- Location: Guelph, Ontario, Canada.
- Work Modality: Hybrid (requires consistent on-site presence for the tech bar).
- Schedule: Full-time, with rotational shifts during business hours.
- Compensation: $23/h - $27/h.
- Requirement: Completion of a background check is a condition of employment.
About Co-operators
Co-operators is a Canadian financial services co-operative founded in 1945. The company provides insurance and wealth management products including property, casualty, life, and commercial coverage. It operates through a network of over 600 locations across Canada with a workforce of more than 8,000 employees. The organization is governed by member organizations such as credit unions and farm groups.
How to get in at Co-operators
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