IT Customer Support II

Alberta Health Services; Calgary; On-site; CAD 30,000 - 60,000; Full time

Job summary

A health services organization in Canada is seeking a Customer Support II (CSII) Deskside Analyst. The role involves providing advanced technical support for hardware and software issues across various users. Responsibilities include troubleshooting complex problems and assisting with technology applications within a cooperative environment. Ideal candidates will have experience in customer service and a solid background in IT support. This role offers competitive salary benefits and requires a valid driver's license.

Qualifications

• 3-5 years experience in implementation, operation, repair, maintenance of desktop equipment.
• A sound knowledge of PC Software, including Microsoft Suite.
• Effective communication skills and strong customer service focus.

Responsibilities

• Provide advanced technical support for computing devices and applications.
• Investigate complex technical problems and escalate when necessary.
• Participate in activities related to implementing solutions.

Skills

Technical support

Problem-solving

Customer service

Effective communication

Time management

Education

Completion of certificate in Computer Support or equivalent

Computer Science program from a recognized institution

Tools

Microsoft Suite

Windows XP/7/10

Job description

Your Opportunity

The Customer Support II (CSII) Deskside Analyst position provides technical support for computing devices, printer devices, peripherals, deskside applications, mobility devices and other technology and applications to a variety of users across Alberta Health Services. The CSII is predominately an onsite hands‑on technical support role. The CSII may resolve issues and requests remotely where applicable. The Customer Support II can often represent an escalation point from Customer Support I and is responsible for more advanced support of technical issues. This position also investigates more complex technical problems for which existing precedent is not currently available. Where the problem cannot be resolved by this position, the incumbent will elevate the issue to more senior staff or a specialized technical team for resolution. The position may participate in activities related to implementing the solution, as assigned by senior staff.

Description

As an IT Customer Support II, you will provide advanced technical support to a variety of users across AHS for information technology issues in accordance with AHS standards and practices.

• Transition Company: Health Shared Services
• Classification: IT Customer Support II
• Union: AUPE GSS
• Unit and Program: IT End User Devices
• Primary Location: Foothills Medical Centre
• Location Details: As Per Location
• Multi‑Site: Multisite
• FTE: 1.00
• Posting End Date: 05‑JAN‑2026
• Temporary Employee Class: Temp F/T Benefits
• Date Available: 02‑FEB‑2026
• Temporary End Date: 19‑MAR‑2027
• Hours per Shift: 7.75
• Length of Shift in weeks: 2
• Shifts per cycle: 10
• Shift Pattern: Days, On Call
• Days Off: Saturday/Sunday
• Minimum Salary: $31.13
• Maximum Salary: $38.01
• Vehicle Requirement: Driver's License, Vehicle Required

Required Qualifications

Completion of certificate in Computer Support or equivalent.

Additional Required Qualifications

Successful completion of Computer Science program from a recognized institution, or related job experience is required. Three to five years’ experience in the implementation, operation, repair and maintenance of desktop equipment, applications and peripherals, preferably in the health care field. A sound knowledge of PC Software, including Microsoft Suite of products, Windows XP/7/10, A+ Certification. Effective time management and multi‑tasking abilities. A strong customer service focus and effective communication skills are essential, as well as superior problem‑solving and Conflict Resolution skills. Ability to Establish priorities, schedule work and assign resources effectively. Analyze concerns or problems arising that fall outside of standard procedures. Work independently under limited supervision. Promote quality improvement strategies and methodologies to staff. Promote a cooperative work environment and spirit. Function effectively in English, both verbally and in writing. Remain current in IT field. Maintain and respect confidentiality.

Preferred Qualifications

As Required.