Senior IT/Telecom Manager leading engineering teams and strategic technology initiatives for CBC/Radio - Canada, Canada’s public broadcaster. Managing infrastructure, projects, procurement and technical standards.
About the role
- Remote Help Desk Analyst supporting Government of Alberta applications and stakeholders. Troubleshooting tickets, user accounts, data discrepancies, defects, and application issues.
Responsibilities
- Provide front-line application Help Desk support to external stakeholders and end users
- Receive, classify, document, track, and resolve application-related inquiries
- Log and manage tickets using Help Desk/ticketing software
- Troubleshoot issues and provide resolutions or workarounds
- Escalate unresolved issues to appropriate technical/business teams
- Maintain communication with clients throughout issue resolution
- Coordinate with internal Government of Alberta teams and external stakeholders
- Support user ID/password creation, maintenance, and identity verification
- Investigate and resolve data discrepancies, particularly student data within Stakeholder Registry (SHR)
- Test bug fixes, application changes, and new functionality
- Communicate application defects identified during troubleshooting/testing
- Maintain known issues, workarounds, best practices, and support documentation
- Develop and update user manuals and training materials
- Identify recurring issues and future training requirements
- Collect, edit, validate, and convert data when required
- Prepare regular status reports on reported issues
- Participate in application/support-related projects
- Follow Help Desk policies, procedures, and processes
- Identify opportunities to improve Help Desk efficiency and effectiveness
- Cross-train within the Help Desk environment
Requirements
- Bachelor’s degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent
- 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders
- 4+ years of experience with user identity verification, user IDs, passwords, and account administration
- 4+ years of experience using Help Desk/ticketing software for logging, categorizing, tracking, resolving, and escalating tickets
- 4+ years of experience working directly with clients/end users and coordinating with external and internal stakeholders
- 4+ years of experience supporting multiple applications for different stakeholder groups
- 4+ years of experience with Microsoft Office Suite
- Experience troubleshooting application issues and coordinating resolutions with technical and business teams
- Experience testing bug fixes, application enhancements, and new features
- Experience maintaining support documentation, known issues, workarounds, and best practices
- Nice-to-have: 1+ year developing and delivering user manuals and training materials
- Nice-to-have: 1+ year documenting user requirements, business processes, and workflows
- Nice-to-have: 1+ year planning, performing, or monitoring User Acceptance Testing (UAT)
- Nice-to-have: 1+ year providing end-user operational system support, including data-related support
- Nice-to-have: 1+ year supporting web-based applications and troubleshooting across different internet browsers
- Nice-to-have: 1+ year experience with Microsoft SharePoint 2005 or higher, including design, development, or support
Benefits
- Remote work arrangement
- Monday–Friday schedule, 8:15 AM–4:30 PM Alberta time
- Exclusion of provincial holidays
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
IT Specialist supporting Mac devices, onboarding, inventory, and internal IT operations. Helping Jane’s clinic - management SaaS team streamline support and serve thousands of healthcare businesses.
Enterprise Architect shaping software and platform architecture for CBC/Radio - Canada’s public broadcasting technology. Driving enterprise architecture governance, modernization and business alignment across hybrid work locations.
IT and Identity Manager owning Okta, SaaS, endpoint, and automation operations for Benepass, a customizable employee - benefits fintech platform. Setting IT direction and scalable service processes.
Senior Help Desk Analyst providing application support for Alberta Education and Advanced Education online systems. Troubleshooting public users’ issues, managing tickets, testing fixes, and coordinating resolutions.
IT Support Agent supporting users, devices, networks, and software at Coperion. Maintaining IT operations for a global industrial process technology company.
Enterprise Architect designing cloud, AI, network virtualization, and managed - service solutions for HPE strategic accounts. Shaping customer value propositions, architectures, and sales opportunities.
Enterprise Architect designing cloud, AI, edge, and managed - service solutions for HPE strategic accounts. Driving value propositions, technical strategy, pipeline growth, and customer transformation.
EC
Architecte d’entreprise guidant la stratégie, la gouvernance et les plateformes numériques d’EDC. Façonnage de la transformation technologique au service des exportateurs canadiens.
EC
Enterprise Architect guiding EDC’s digital strategies, roadmaps, governance, and target architectures. Shaping technology transformation that helps Canadian businesses succeed globally.