Help Desk Analyst – Senior JP1036

Help Desk Analyst – Senior

• Work Mode: Remote with occasional onsite meetings or work sessions in Edmonton
• Contract Period: October 19, 2026 to March 31, 2027
• Maximum Extension: 6 months
• Hours: 36.25 hours/week, 7.25 hours/day

Work Arrangement

• Work must be performed from within Alberta due to network and data security requirements.
• Standard working hours are 8:15 AM to 4:30 PM Alberta time, Monday to Friday, excluding Province-observed holidays.
• Computer operating system must be a modern version of Windows or MacOS compatible with Azure Virtual Desktop (AVD) and related remote-access software. Windows is preferred.
• A standard criminal record check is required before commencing services. Enhanced Security Clearance, including a credit check, may be required due to operational needs.
• Mandatory training will include, but is not limited to, Freedom of Information and Protection of Privacy Act and Security Awareness training.

Responsibilities

• Provide frontline application support to external stakeholders and end users accessing online systems.
• Receive and respond to inquiries related to applications supported by the Help Desk.
• Troubleshoot technical issues and advise users of appropriate resolutions.
• Log and classify calls and inquiries using Help Desk software.
• Retrieve logged calls and appropriate responses, and forward pending inquiries to the next level of expert support when required.
• Work with technical and business teams to resolve client issues.
• Monitor proposed solutions and maintain communication with clients regarding inquiry status.
• Test end-user solutions, bug fixes and new application features to ensure they address client concerns.
• Communicate application errors identified during call resolution and test applications after errors are resolved.
• Monitor trends in client inquiries and identify future training needs.
• Assist with revising training materials and participate in training activities.
• Maintain repositories of known problems, issues, resolutions, workarounds and application best practices.
• Coordinate training and other required activities with external stakeholders and internal staff.
• Maintain an understanding of supported applications to ensure effective support.
• Assign and maintain user IDs and passwords.
• Coordinate Help Desk communications with external stakeholders, ministry business areas, other government departments and internal staff.
• Support the resolution of data discrepancies related to student data within Stakeholder Registry (SHR), as required.
• Follow Help Desk policies, processes and procedures to track and monitor incoming calls.
• Identify and recommend operational improvements, changes and enhancements.
• Contact ministry resources to resolve problems, investigate alternatives and recommend solutions for business process and system changes.
• Cross-train within the Help Desk environment as required.
• Participate in related projects as required.
• Develop and maintain required documentation.
• Collect, edit, validate and convert data.
• Provide regular status reports on reported issues.

Must-Haves

• Bachelor degree or diploma in IT, Computer Science, Math or Engineering, or equivalent experience.
• 4+ years of experience as an Application Help Desk Analyst working with external stakeholders and providing assistance, troubleshooting and training for inquiries in large-scale enterprise applications. Applications supported must be identified in the claimed experience.
• 4+ years of experience with user identity verification processes and maintaining user IDs, passwords and account permission levels for business applications.
• 4+ years of experience using Help Desk software or equivalent, such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest or HEAT.
• 4+ years of experience working directly with clients and coordinating with external stakeholders and internal business areas to ensure communications are relayed to all parties.
• 4+ years of experience supporting multiple applications for various stakeholders simultaneously.
• 4+ years of experience working with Microsoft Office tool suites.

Nice-to-Haves

• 1+ year of experience developing and delivering user manuals and training materials.
• 1+ year of experience documenting user requirements, business processes and workflows.
• 1+ year of experience planning, performing or monitoring User Acceptance Testing (UAT).
• 1+ year of experience providing end-user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system containing user information.
• 1+ year of experience supporting web-based systems and working with multiple internet browsers and devices, including Internet Explorer, Google Chrome, Edge, Firefox and Safari.
• 1+ year of experience with the design, development, implementation, integration and support of Microsoft SharePoint 2005 and higher.

Submission Requirements

• Resume - All required experience must be clearly described under the specific job/project where the experience was attained.
• Each job/project must include the employment/project period in MMM/YYYY to MMM/YYYY format in Resume
• Three professional references for whom similar work has been performed, with the most recent reference listed first.