IT Customer Support I

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

Benefits offered by this job

Health benefits

Job summary

Alberta Health Services is seeking an IT Customer Support I to join our Service Desk North team. The role provides frontline Tier 1 technical support for clinical and non-clinical staff across Alberta, primarily by phone, with a 24/7 operation.

You will handle requests, diagnose issues, document tickets, and assist with basic software installation and configuration. This is a 0.54 FTE, part-time position with a six-week shift rotation and hybrid work eligibility within Alberta.

Qualifications

• Completion of certificate in Computer Support or equivalent.
• 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.
• Knowledge of PC software including Microsoft 365, Windows 11, MS Teams, Active Directory, Citrix and PC configurations.
• Proficient troubleshooting VPN technologies.

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.

Skills

Customer service

Communication

Problem solving

Keyboarding

Education

Certificate in Computer Support

Degree or diploma in a relevant field

Tools

Microsoft 365

Windows 11

MS Teams

Active Directory

Citrix

VPN

Job description

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
• Length of Shift in weeks: 6
• Shifts per cycle: 11, 12, 15
• Days Off: As Per Rotation
• Minimum Salary: $29.23
• Maximum Salary: $35.71
• Vehicle Requirement: Not Applicable

• 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.

Please note:

All postings close at 23:59 MT of the postingend date indicated.

Security Screening:

A satisfactory criminal record check and/or Vulnerable Sector Search is required prior to your first day of work. Additionally, all employees have an ongoing duty to disclose any charges or convictions that may occur during their employment with AHS.

Healthy Albertans. Healthy
Communities. Together.

We’re passionate about what we do. Our team of skilled and dedicated health care professionals, support staff, and physicians promote wellness and provide health care all across Alberta.

Everything we do at AHS reflects a patient and family centred approach; it’s about putting patients’ and families’ experiences, priorities and trust first.

We are an equal opportunity employer. AHS values the diversity of the people and communities we serve and is committed to attracting, engaging and developing a diverse and inclusive workforce.

Create and manage profiles for future opportunities.