IT Customer Support I

Alberta Health Services; Edmonton; Hybrid; CAD 40,000 - 49,000; Part time

Job summary

Alberta Health Services is seeking an IT Customer Support I to join the Service Desk. You will deliver Tier 1 technical support primarily by phone, handling IT requests from clinical and non-clinical staff across Alberta.

The role is part-time 0.54 FTE with a 6-week shift rotation covering shifts outside core hours. The position requires a certificate in Computer Support or equivalent, plus a degree or diploma in a relevant field and 2–3 years of helpdesk experience.

Qualifications

• Certificate in Computer Support or equivalent.
• Degree or diploma in relevant field from a recognized institution.
• 2–3 years in a support desk handling diverse user calls.
• Knowledge of PC software: MS 365, Windows 11, MS Teams, AD, Citrix.
• Proficient VPN troubleshooting.
• Strong customer service focus and communication.
• Good keyboarding skills.

Responsibilities

• Respond to customer requests for technical assistance and perform initial troubleshooting.
• Diagnose issues, identify solutions, and guide users toward resolution.
• Provide how-to support and user education.
• Create, document, and update support tickets accurately.
• Contribute feedback to improve Service Desk documentation and processes.
• Perform basic software installation and configuration.
• Work as part of a 0.54 FTE part-time shift rotation including days/evenings/nights and weekends.

Skills

Microsoft 365

Windows 11

MS Teams

Active Directory

Citrix

VPN troubleshooting

Customer service

Keyboarding

Education

Certificate in Computer Support

Degree or diploma in relevant field

Tools

ServiceNow

Genesys

Job description

Your Opportunity:

Health Shared Services (HSS) delivers essential services that support both clinical and non-clinical teams across Alberta’s healthcare system. Working in partnership with the teams we serve, we share a common purpose: enabling timely, high-quality care for patients and families throughout the province. The Information Technology (IT) team supports nearly every aspect of Alberta’s healthcare system, providing expertise in computer systems, electronic communications, software, security, and information management. Our work helps improve patient care processes and supports the effective operation and management of the organization. We are currently seeking an IT Customer Support I to join our Service Desk team, providing frontline technical support for IT systems across the province. As a Customer Support I Service Desk Analyst, you will deliver Tier 1 technical support primarily over the phone. The Service Desk operates 24 hours a day, 7 days a week, 365 days a year, supporting Alberta’s healthcare system customers and affiliates. Issues that cannot be resolved at first contact are escalated to senior support staff or specialized technical teams for further investigation.

Key Responsibilities:

• Respond to customer requests for technical assistance and perform initial troubleshooting.
• Diagnose issues, identify solutions, and take corrective action or provide guidance to achieve resolution.
• Provide “how-to” support and user education.
• Create, document, and update support tickets accurately and thoroughly.
• Contribute feedback and input to improve Service Desk documentation and processes.
• Perform basic software installation and configuration.
• This part time (0.54) position follows a 6-week shift rotation covering shifts outside of core business hours.

Description:

As an IT Customer Support I, you will provide the first level of technical support for clinical and non-clinical staff and departments. Your typical duties include receiving and handling initial helpdesk requests for IT support; responding to common requests for support as well as participating in the set up and maintenance of computer software, hardware and systems.

Transition Company: Health Shared Services

Classification: IT Customer Support I

Union: AUPE GSS

Unit and Program: Information Technology, Service Desk North

Primary Location: CN Tower

Location Details: Eligible to work hybrid (on/off site) within Alberta

Multi-Site: Not Applicable

FTE: 0.54

Posting End Date: 05-OCT-2026

Employee Class: Regular Part Time

Date Available: 26-OCT-2026

Hours per Shift: 5.0, 6.75, 7.75

Length of Shift in weeks: 6

Shifts per cycle: 11, 12, 15

Shift Pattern: Days, Evenings, Nights, Weekends

Days Off: As Per Rotation

Minimum Salary: $29.23

Maximum Salary: $35.71

Vehicle Requirement: Not Applicable

Required Qualifications:

• Completion of certificate in Computer Support or equivalent.

Additional Required Qualifications:

• Successful completion of a degree or diploma in relevant field from a recognized institution.
• 2-3 years of experience working in a support desk environment that deals with calls from a varied user base.
• A sound knowledge of PC software, including Microsoft 365, Windows 11, MS Teams, Active Directory, Citrix and PC configurations.
• Proficient troubleshooting VPN technologies.
• Required: A customer service focus and strong communication skills are essential.
• Sound problem-solving and decision-making abilities.
• Proficient keyboarding skills.

Preferred Qualifications:

• A+ or similar certification preferred.
• Experience with ServiceNow or other relevant ticketing systems.
• Experience with Call Centre phone systems - Genesys.
• ITIL Foundation.
• Previous health care experience.