Help Desk Analyst

Senior Help Desk AnalystProgram Area: Technology and Innovation – Alberta Post-Secondary Application System SupportProject OverviewThe Senior Help Desk Analyst provides advanced front-line technical support for the Alberta Post-Secondary Application System (ApplyAlberta), serving post-secondary institutions, students, and members of the public. ApplyAlberta is an online platform that enables users to apply to undergraduate programs across Alberta’s post-secondary institutions and manage transcript transfers.This role will initially focus on application support but may be reassigned to other business areas as required. The Senior Help Desk Analyst ensures issues are resolved efficiently, end-users are supported effectively, and application systems operate at optimal performance.Key ResponsibilitiesEnd-User SupportProvide front-line technical support to external stakeholders, including students, post-secondary institutions, and ministry staff.Receive and respond to inquiries, provide solutions, and escalate issues to higher-level support when necessary.Utilize Help Desk software to log, track, and resolve tickets, ensuring all communications are documented accurately.Test bug fixes, new features, and end-user solutions to ensure issues are addressed.Maintain user accounts, including assigning and managing IDs and passwords.Communication & CollaborationAct as a liaison between technical teams, business teams, and end-users to resolve issues effectively.Monitor issue resolution progress and maintain communication with clients regarding status updates.Coordinate Help Desk activities requiring communication with internal teams and external stakeholders.Participate in training and knowledge-sharing initiatives to improve support effectiveness.System & Process SupportMaintain a repository of known issues, resolutions, and best practices for supported applications.Identify trends in user inquiries to inform training needs and process improvements.Support the development of documentation, user manuals, and training materials.Participate in projects related to application support and digital services improvements.Ensure compliance with Help Desk policies, processes, and procedures.Working Environment & ScheduleStandard hours: 08:15 – 16:30 Alberta Time, Monday to Friday, excluding provincial holidays.Primarily remote work, with occasional in-office meetings as required.Work must be performed within Alberta due to network and data security requirements.Contractors are expected to provide their own computer and related equipment compatible with Azure Virtual Desktop (AVD).Required QualificationsEducation & SecurityEducation or experience sufficient to perform Help Desk Analyst responsibilities.Eligibility for Enhanced Security Clearance, coordinated by the Government of Alberta.Experience & SkillsMinimum 7 years of experience as an Application Help Desk Analyst, supporting external stakeholders.Experience with user identity verification, account management, and maintaining user IDs.Proficiency with Help Desk software and Microsoft Office Suite (Excel, Outlook, Word, etc.).Experience supporting multiple web-based applications simultaneously.Strong client-facing skills and the ability to coordinate with internal and external stakeholders.Experience in supporting multiple applications for a range of stakeholders.Nice-to-Have ExperienceDeveloping and delivering user manuals and training materials (4 years).Documenting user requirements, business processes, and workflows (4 years).Planning, performing, and monitoring User Acceptance Testing (UAT) (4 years).Providing operational support for end-user systems, including web-based applications (4 years).Knowledge of post-secondary or education systems (4 years).Experience working with Microsoft SharePoint sites (4 years).Security & ComplianceEnhanced Security Clearance required, coordinated by the Government of Alberta.Completion of mandatory training including:Freedom of Information and Protection of Privacy Act (FOIP)Security AwarenessAdditional InformationNumber of positions: 2Contract extension may be available, up to 6 monthsInterviews anticipated: January 6–7, 2026Fixed rate must include all overhead, equipment, and administrative costs.Spirit Omega is committed to a diverse and inclusive workplace. We welcome applications from anyone, including members of Indigenous peoples, Women, visible minorities, persons with disabilities, persons of minority sexual orientations and gender identities, and others with the skills and knowledge to productively engage with diverse communities.Looking for more opportunities? Check out our website at jobs.spiritomega.com#INDSPO