Technical Services

1 week ago

Edmonton, Canada Alberta Pensions Services Corporation (APS) Full time

**Position**: Desktop Support Analyst
**Position Type**: Full-time, Permanent, Included
**Location**: Edmonton, Alberta (Hybrid)
**Classification**: TP III
**Salary Range**: $72.860.00 to $87,927.00

If providing stellar technical support services
is your superpower,
then we need you

What you’re passionate about
You’re a people-oriented support professional that loves technology and enjoys helping others. You’re a natural teacher and can translate techno-babble to appropriately communicate with coworkers of all skill levels. You are thorough, detail oriented and keep impeccable notesalways updating service request tickets and the knowledgebase to the betterment of your teammates. You’re patient and don’t get frazzled when things break. Rolling with the punches when priorities change during a busy day is a skill you’ve mastered.
A typical day for the Desktop Support Analyst
- Front-line service desk support with other team members on a rotational basis
- Tier 2 desktop support, including support of desktops, notebooks, hardware peripherals and software, as well as problem analysis and resolution
- Tier 2 basic network administration and troubleshooting, including print server administration, simple LAN hardware troubleshooting, creation and troubleshooting Active Directory accounts, security groups and permissions
- Create, maintain and troubleshoot corporate desktops from purchase to retirement
- keep desktop software patched for version and security requirements
- scheduled on-site support on a rotational basis and as required upon completion of 6-month on-site probation period
- work with vendors and internal staff in a courteous, patient and friendly manner
- evaluate new hardware/software
- implement practical solutions, recognize opportunities for improvement, and recommend appropriate actions
- act independently, but follow corporate policies, processes and procedures

What you bring
- diploma or degree and 2-3 years directly related experience, or
- certificate and 4-6 years directly related experience, or
- 8-10 years directly related experience
- working knowledge of Microsoft operating systems and Office software, including Microsoft 365 apps such as MS Teams, MS Project, MS Visio and Edge Browser, as well as Adobe Acrobat Suites and Security enterprise anti-virus solutions
- knowledge of the functioning of desktop/notebook computer hardware, printers and peripheral equipment in both a standalone and network environment
- administrator-level knowledge of either Microsoft SCCM and/or ticketing system is an asset
- experience with Microsoft Intune and / or modern MDM endpoint management is an asset
- working knowledge of Cherwell ticketing system or a similar call-tracking system
- working knowledge of TCP/IP networks
- knowledge of principles, practices and procedures relating to an evolving and complex PC desktop/notebook environment
- knowledge of ITIL framework and how it may be applied to improve service within the corporation, as well as knowledge of all IT processes including Incident Management, Problem Management, Change Management, etc. is desirable
- interpersonal skills coupled with the ability to communicate effectively and appropriately with staff possessing varying degrees of systems expertise
- strong written and oral communication skills
- strong analytical and problem-solving skills
- proven, strong commitment to client service

Why choose APS
APS is made up of hard-working, respectful and talented people who understand and invite diversity to the workplace. We take pride in holding ourselves accountable and continuing to meet or exceed service levels for plan members, pensioners and employers. We ensure they receive quality services because they—along with our people—are the reason we endure and succeed.

And it sure feels good helping hard-working Albertans receive their well-deserved pensions.
What APS has to offer
- Defined benefit pension plan
- Flexible work arrangements that make sense to you: work from home, relocation and more
- Community-minded workplace with a friendly team environment
- Vacation starting at 15 days per year, 13 statutory holidays, personal days, plus office closure between Christmas and New Year’s Day
- Competitive benefit package featuring extended health and dental benefits and a 100% employer-paid flexible spending account
- In-house training programs, extensive career development and coaching program, access to external education opportunities and wellness programs
- Discount programs through various partner agencies

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