IT Help Desk Analyst - Computer Support Technician

City of Edmonton; Edmonton; On-site; CAD 72,000 - 90,000; Full time

Job summary

City of Edmonton is seeking a Help Desk Analyst to provide first level IT support for the Edmonton Police Service. The successful candidate will interact with users via phone, email and in person, diagnose issues, and guide them on the use of hardware and software products.

Responsibilities include incident logging, prioritization, escalation with proper documentation, and maintaining knowledgebase. 40 hours per week with shift work to provide 24-hour coverage.

Qualifications

• Completion of the 12th grade or GED with a recognized computer certificate program.
• Minimum one year of experience in a computer systems support role in a customer service environment.
• ITIL V3 or V4 certification considered an asset; CompTIA A+ certification considered an asset.
• Working knowledge of Windows 10/11, Microsoft 365, Active Directory and Ivanti Neurons ITSM/ITAM preferred.

Responsibilities

• Provide excellent end user support and problem resolution via telephone, email and in-person communication.
• Diagnose problematic situations to initiate remedial procedures to restore services.
• Provide consultation, advice, and guidance on hardware and software products.
• Record, categorize and prioritize incidents and service requests according to defined processes to meet SLAs.
• Escalate incidents with accurate documentation to suitable technician or vendor.
• Document the service desk incident-solving process through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Account management including onboarding and offboarding EPS Employees.
• Prepare and maintain support documentation/knowledgebase.

Skills

Customer service mindset

Problem diagnosis

Communication skills

Teamwork

Education

High School Diploma or GED with computer certificate program

Tools

Windows 10/11

Microsoft 365

Active Directory

Ivanti Neurons ITSM/ITAM

Job description

The Information Technology Division requires one (1) Help Desk Analyst to provide first level/first point of contact IT support for the Edmonton Police Service. The successful candidate will exercise a sufficient level of technical and customer service skills to perform the following duties:

• Provide excellent end user support and problem resolution via telephone, email and in-person communication.
• Effectively diagnose problematic situations to immediately initiate remedial procedures to restore services.
• Provide consultation, advice, and guidance in the effective application of hardware and software products.
• Record, categorize and prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician and/or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Account management (including onboarding and off boarding of EPS Employees).
• Prepare and maintain support documentation/knowledgebase.
• Other related duties as required.

Qualifications:

• Completion of the twelfth (12th) school grade, or GED, supplemented by a relevant computer certificate program from a recognized Community College or Technical Institute, including a minimum of one year experience in a computer systems support role in a customer service environment.
• Relevant computer certificate programs generally have a minimum of 700+ instructional hours. These certificate programs will include course work directed at desktop support such as: troubleshooting common software and hardware problems in a network environment; configure, maintain and repair desktop systems; control network access firewalls and access controls; manage a network environment using debugging tools and scripting; complete relevant documentation and activity reports; provide common network Help Desk support utilizing effective communication with clients; etc. Call center experience preferred.
• ITIL V3 or V4 certification considered an asset
• CompTIA A+ certification considered an asset.
• Working knowledge of Microsoft products including – Windows 10, 11, M365.
• Working knowledge of Active Directory Administration.
• Working knowledge of mobile devices (IOS, Android).
• Ability to diagnose problems and provide support on a wide range of applications.
• Experience with help desk call tracking applications.
• Experience in Ivanti Neurons for ITSM & ITAM considered an Asset.
• Experience working in a team-oriented, collaborative environment.
• Ability to work with a minimum amount of supervision, multi-task, and consistently meet deadlines.
• Excellent oral and written skills.
• Must possess a valid Class 5 Driver’s License and able to provide own transportation.

Hours of Work:

40 hours per week. The successful applicant must be able to work shift work, 7 days per week to provide 24-hour coverage.

Salary Range:

21B, Salary Grade: 017, $34.315 - $43.102 (Hourly), $2,745.20 - $3,448.20 (Bi-Weekly), $71,649.72 - $89,996.98 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General:

• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
• Please note that the option to work remotely is not available at this time.
• Applicants may be tested.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at schedule intervals or in any other circumstances, exigent or otherwise as required by Human Resources Division.

Applicants who have completed post secondary education outside of Canada are encouraged to obtain an assessment of their credentials through the International Qualifications Assessment Service (IQAS), https://www.alberta.ca/international-qualifications-assessment.aspx or another recognized Canadian credential evaluation service. For a list of designated evaluators, please visit the Alliance of Credential Evaluation Services of Canada, https://canalliance.org/en/default.html. Including an IQAS certificate or other credential assessment certificate from a recognized Canadian credential evaluation service with your application is recommended to support the evaluation of the applicant’s educational qualifications.

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

HR Technician: KJ