IT Customer Support II

Your Opportunity:

The Customer Support 11 (CS11) Deskside Analyst position provides technical support for computing devices, printer devices, peripherals, desktop applications, mobility devices, and other technology and applications to a variety of users across Alberta Health Services. The CS11 is predominately an onsite hands-on technical support role. The CS11 may resolve issues and requests remotely where applicable. The Customer Support 11 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 escalate 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. Responding to requests for assistance and support: Assess client request; investigates to determine the root cause. Troubleshooting may involve assessing technical, workflow, or user issues. Installation and support of technology and applications supported by AHS Technology Services. This includes computing devices, print devices, mobility devices, and any other technology that may be existing or introduced into the AHS environment. Installation and support can be operational growth or net new requirements such as a new site or business unit requiring technology installation, removal, or change.

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.

Acute Care Alberta: N
Primary Care Alberta: N
Recovery Alberta: N
Classification: IT Customer Support II
Union: AUPE GSS
Unit and Program: Information Technology
Primary Location: Red Deer Regional Hospital
Location Details: As Per Location
Multi-Site: Not Applicable
FTE: 1.00
Posting End Date: 25-APR-2025
Temporary Employee Class: Temp F/T Benefits
Date Available: 05-MAY-2025
Temporary End Date: 01-MAY-2026
Hours per Shift: 7.75
Length of Shift in weeks: 2
Shifts per cycle: 10
Shift Pattern: Days
Days Off: Saturday/Sunday
Minimum Salary: $31.13
Maximum Salary: $38.01
Vehicle Requirement: Not Applicable

Required Qualifications:
Completion of certificate in Computer Support or equivalent.

Additional Required Qualifications:
A post-secondary certification or diploma in an Information Technology related discipline required. Class 5 driver's license.

Preferred Qualifications:
Minimum of 2 years deskside experience within the last 5 years. Proven customer service skills and experience in an organization of significant size and complexity an asset. Previous experience in a healthcare environment is a definite asset. May include certification to perform certain duties or courses for certain areas (e.g., WHMIS, Basic Rescuer, etc.) Applicants with ITIL certification will be given preference but will consider other applicable certifications in lieu of ITIL certification.