Helpdesk Analyst

**Requisition ID**:2174
**Affiliation**: CUPE Municipal
**Position Type**: Permanent Full Time
**Number of Openings**:1
**Bi-weekly Working Hours**: 70 hours bi-weekly

**Shift/Work Schedule**: Monday to Friday

**Department/ Branch**: Financial Services, Information Technology

**Job Location**:Fort McMurray

**Pay Level**:PL8

**Start Rate*: $ **41.31

**Permanent Rate*: $ **48.51
_(Permanent rate effective after twelve (12) months of employment)_

**COLA**:Bi-Weekly - $480

**Closing Date (dd/mm/yyyy)**:20/08/2023

**Posting Type**:Internal and External

**GENERAL DESCRIPTION**:
Under general supervision, the Helpdesk Analyst provides technical assistance to municipal staff to ensure proper computer operation so that end users can accomplish business tasks. This includes receiving, prioritizing, documenting, and actively resolving end user help requests and escalating incidents when appropriate and necessary to maintain service level expectations. Problem resolution may involve the use of diagnostic and help request tracking tools.

**RESPONSIBILITIES**:

- Respond to requests in a timely manner and maintain contact with users to investigate issues.
- Contribute to the establishment of Help Desk service level targets in consultation with end users and the department management team to establish problem resolution expectations and timeframes.
- Identify end user training opportunities to increase computer literacy and self-sufficiency.
- Setup and ensure the effectiveness of initial system implementation, and ongoing system modifications and enhancements.
- Perform database entry and management of data including but not limited to AS400 user access, telephone access database, inventory management, and software and hardware allocation tables.
- Write and maintain written procedures for all aspect of installations, upgrading and maintenance on systems and software as required.
- Reinforce service level objectives (SLO’s) to manage end-user expectations.
- Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
- Retain ownership of work orders and ensure updates and resolutions occur within defined service level objectives.
- Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
- Perform other related duties as required.

**QUALIFICATIONS**

**KNOWLEDGE, SKILLS, AND ABILITIES**:

- Exceptional customer service and written and verbal communication skills, with a focus on listening and questioning skills to deal effectively with customers and maintain a focus on providing customer computing services.
- Ability to troubleshoot technical issues, analyze, provide solutions, and communicate using plain language skills.
- Ability to clarify and convey information in a clear and concise manner.
- Exercises confidentiality and discretion with client information and/or municipal documents and information.
- Absorbs and retain information quickly with a keen attention to detail.
- Highly self-motivated and directed with proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a fast-paced environment.

**EDUCATION AND EXPERIENCE**:

- Diploma in Information Technology, or another related Diploma program is required.
- Two (2) years of directly related experience in desktop and/or network support troubleshooting computers and software in a windows network environment, including a minimum of one (1) year being directly related to a help desk dealing with end users.
- Must have previous helpdesk ticketing software experience.

**OTHER REQUIREMENTS**:

- Submission of a Criminal Record Check.
- Pre-employment testing may be required as part of the interview process.

**SAFETY**:
As an employee of the Regional Municipality of Wood Buffalo, the incumbent is responsible for understanding and actively participating in the RMWB’s health and safety management system, and complying with all policies, practices, and procedures. All employees must take reasonable care to protect the health and safety of themselves and others, as well as immediately report any concerns, near misses, incidents, and hazardous conditions to their supervisor.

**To apply: Please visit our website at **jobs.rmwb.ca**

**We appreciate the interest of all applicants; however, only those individuals