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Senior Help Desk Technician

2 weeks ago

Edmonton, Alberta, Canada Government of Alberta Full time

About the Role

The VIP Support Analyst is a key position within the Government of Alberta's Infrastructure and Service Management Branch. This individual will be responsible for delivering top-notch service to high-profile clients within the Alberta Legislature Building.

Key Responsibilities

  • User Support:
    • Review and address user service incidents and technical requests.
    • Ensure adherence to established procedures and protocols related to BERNIE.
    • Track and maintain accurate records of client requests and their resolutions.
    • Maintain open communication with clients regarding request status.
  • Troubleshooting and Resolution:
    • Collaborate with senior analysts to identify, resolve, or coordinate the resolution of complex technical issues.
    • Coordinate the submission of client requests and ensure efficient engagement of required teams.
    • Develop and maintain up-to-date process documentation.
    • Provide on-site, phone, or remote technical assistance to users.
    • Offer guidance to team members as a junior technical resource.

Requirements

Candidates should hold a 2-year diploma in Computer Sciences or Information Technology from a recognized post-secondary institution or equivalent qualifications. Relevant experience and industry certifications, such as those offered by ISC2, may also be considered. Preference will be given to candidates with a strong background in IT policy and expert-level knowledge of ServiceNow and various Microsoft platforms.

This is a permanent full-time position offering 36.25 hours of work per week in Edmonton. The Government of Alberta values diversity, inclusion, and innovation in its public service and encourages applications from individuals who reflect the needs of Albertans.