Job title:
IT Help Desk Analyst – Computer Support Technician
Company
City of Edmonton
Job description
The Information Technology Division requires one (1) Help Desk Analyst to provide first level/first point of contact IT support for the Edmonton Police Service. The successful candidate will exercise a sufficient level of technical and customer service skills to perform the following duties:
- Provide excellent end user support and problem resolution via telephone, email and in-person communication.
- Effectively diagnose problematic situations to immediately initiate remedial procedures to restore services.
- Provide consultation, advice, and guidance in the effective application of hardware and software products.
- Record, categorize and prioritize incidents and service requests according to defined processes to meet defined SLAs.
- Escalate incidents with accurate documentation to suitable technician and/or vendor, when required.
- Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
- Use remote tools and diagnostic utilities to aid in troubleshooting.
- Account management (including onboarding and off boarding of EPS Employees).
- Prepare and maintain support documentation/knowledgebase.
- Other related duties as required.
Qualifications
- Completion of the twelfth (12th) school grade, or GED, supplemented by a relevant computer certificate program from a recognized Community College or Technical Institute, including a minimum of one (1) year experience in a computer systems support role in a customer service environment.
- An equivalent combination of recognized certified computer instruction courses or experience may be considered an asset.
- Call center experience preferred.
- ITIL V3 or V4 certification considered an asset.
- CompTIA A+ certification considered an asset.
- Working knowledge of Microsoft products including – Windows 10, 11, M365.
- Working knowledge of mobile devices (IOS, Android).
- Ability to diagnose problems and provide support on a wide range of applications.
- Experience with help desk call tracking applications.
- Experience in Ivanti Neurons for ITSM & ITAM considered an Asset.
- Experience working in a team-oriented, collaborative environment.
- Ability to work with a minimum amount of supervision, multi-task, and consistently meet deadlines.
- Excellent oral and written skills.
Hours of Work:40.0 hours per week. The successful applicant must be able to work shift work, 7 days per week to provide 24-hour coverage.Salary Range:21B, Salary Grade: 017, $32.42 – $40.72 (Hourly), $2,593.90 – $3,258.20 (Bi-Weekly), $67,701.31 – $85,037.98 (Annually).
The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.General:
- The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
- We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
- Include a current resume and covering letter with your online application.
- The option to work remotely is not available at this time.
- Applicants may be tested.
- As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.
The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.HR Technician: CS
Expected salary
Location
Edmonton, AB
Job date
Wed, 26 Mar 2025 23:19:54 GMT
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