About the role#
As an Associate Technical Support Analyst Co-op, you will join the Technical Platform Support team at Co-operators. You will work alongside full-time analysts to resolve second level incidents for employees. This is a hands-on role where you will troubleshoot technical issues, build your technical depth, and learn how enterprise IT support functions. You will also participate in problem management and Power Platform project work.
What you'll do#
- Respond to second level incidents escalated by the Help Desk.
- Manage your assigned incident queue end to end, ensuring tickets in ServiceNow remain accurate and up to date.
- Staff the Ctrl+Alt+Connect tech bar at the Guelph head office on a rotational schedule.
- Provide quick triage for walk-up requests within a 15-minute window.
- Create and document a ServiceNow incident for every walk-up interaction.
- Identify trends and recurring issues to contribute to problem management.
- Maintain the tech bar space, including organization and stocking of supplies.
- Create and update knowledge articles for known errors.
- Contribute to Power Platform projects, such as building flows or apps to reduce manual effort.
- Gather and act on client feedback to improve the support experience.
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 co-op placement.
- Availability for a placement of 8 months or longer.
- Working knowledge of Windows 11 and common desktop hardware and software.
- Previous experience in help desk, technical support, retail, or other client-facing roles is an asset.
- Exposure to Power Automate, Power Apps, or other automation and scripting tools is an asset.
- Familiarity with ITIL practices like incident, problem, and knowledge management is an asset.
Location & details#
- This is a full-time, paid position based in Guelph, Ontario.
- The role follows a hybrid and on-site work model, requiring a consistent presence at the head office to staff the tech bar.
- You will be scheduled for on-call responsibilities for at least one week.
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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