IT Customer Support II

Alberta Health Services; Edmonton; On-site; CAD 47,000 - 57,000; Full time

Job summary

Alberta Health Services is seeking an IT Customer Support II (CSII) Deskside Analyst to deliver on-site technical support for computing devices, printers, peripherals, and deskside applications across the health system. You will resolve issues and escalate to senior teams as needed, with involvement in implementing solutions under supervision.

The role emphasizes hands-on support, strong customer service, and the ability to stay current with IT trends while working at multiple locations,

Qualifications

• Completion of certificate in Computer Support or equivalent.
• Three to five years’ experience in desktop hardware, software, and peripherals support, preferably in healthcare.
• Knowledge of PC software including Microsoft Office and Windows operating systems; A+ certification is relevant.

Responsibilities

• Provide advanced technical support for IT issues across Alberta Health Services.
• Resolve desktop, printer, peripherals, and deskside application problems onsite with some remote resolution when possible.
• Escalate complex issues to senior staff or specialized teams for resolution.
• Participate in implementing solutions as assigned by managers or senior staff.

Skills

Customer service

Communication

Time management

Conflict resolution

Education

Certificate in Computer Support

Computer Science study completed

Tools

Microsoft Office Suite

Windows OS (XP/7/10/11)

Job description

Your Opportunity: The IT 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. Successful candidate's work site may change as needed. The Customer Support II can often represent an escalation point from the 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 managers or 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

• Transition Company: Health Shared Services
• Classification: IT Customer Support II
• Union: AUPE GSS
• Unit and Program: Technology Client Support Services
• Primary Location: U of A Hospital
• Location Details: As Per Location
• Multi-Site: Not Applicable
• FTE: 1.00
• Posting End Date: 08-SEP-2026
• Employee Class: Regular Full Time
• Date Available: 21-SEP-2026
• 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: $34.01
• Maximum Salary: $41.53
• Vehicle Requirement: Driver's License, Vehicle Provided

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/7/10/11, 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.
• Class 5 driver's license or non GDL.
• 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.

Preferred Qualifications

• As Required.