About the role

Application Help Desk Analyst providing technical support for Education and Advanced Education systems. Focused on ticket management and user access in Alberta's remote public sector.

Responsibilities

Provide front-line application support to members of the public and stakeholders accessing online systems related to Education and Advanced Education.
Receive, log, categorize, and manage inquiries using Help Desk software.
Troubleshoot technical issues and resolve incidents or escalate to the appropriate support level when required.
Communicate resolutions and provide status updates to clients throughout the incident lifecycle.
Collaborate with technical teams, business areas, and external stakeholders to resolve issues efficiently.
Assign, maintain, and verify user IDs and access credentials in accordance with identity verification processes.
Monitor inquiry trends to identify recurring issues and recommend process or training improvements.
Test solutions, bug fixes, and application enhancements to validate issue resolution.
Maintain documentation, including known issues, workarounds, best practices, and status reports.
Support data validation and discrepancy resolution activities as required.
Participate in related projects, user acceptance testing, and cross-training initiatives.
Ensure compliance with established Help Desk policies, procedures, and security protocols.
Identify and recommend operational improvements to enhance service efficiency and effectiveness.

Bachelor’s degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or equivalent education and experience
4+ years of experience as an Application Help Desk Analyst supporting external stakeholders
4+ years of experience in user identity verification and access management
4+ years of experience using Help Desk software to manage incidents and service requests
4+ years of experience collaborating with clients, technical teams, and business stakeholders
4+ years of experience supporting multiple applications in a multi-stakeholder environment
4+ years of experience with Microsoft Office tool suites
1+ year of experience with Microsoft SharePoint 2005 or higher
1+ year of experience developing training materials and user documentation
1+ year of experience documenting business processes and user requirements
1+ year of experience supporting user acceptance testing activities
1+ year of experience providing end-user operational system support
1+ year of experience supporting web-based systems across various internet browsers
Eligibility for Enhanced Security Clearance.