Help Desk Analyst

Position Information

**Job Title**
- Help Desk Analyst

**Appointment Type**
- Full Time Continuing

**Position Dates**
- Full-Time Continuing

**Hours per week/FTE**
- 35

**About the Position**

As a Help Desk Analyst you will troubleshoot and resolve support calls with a first call resolution mindset utilizing Tier 2 supports and resources as needed. With the use of our ticketing system Help Desk Analysts record detailed ticketing information from creation to resolution as well as look for opportunity and trends based on work request history.

This position will also cover First Response Tier 1 support on a rotational schedule. The First response coverage relies heavily on people, technical, and most importantly communication skills, as you will be working with members of the college community to troubleshoot an assortment of potential technology problems, both hardware and software in nature. Along with completing assigned work request tickets, this team is also involved in contributing towards new technology projects on campus as required.

**Position Details**
- Recording and processing calls in our ticketing software
- First call resolution of technical and account issues and escalating as required
- Work with the Help Desk team and Customer Service Supervisor to prioritize problem requests and analyze call statistics to identify recurring problems
- Maintain educational content to assist users
- Provide support and expertise to IT related activities and projects as needed
- Provide First Response Tier 1 support on a rotational basis, as well as backfill when necessary
- Troubleshoot technology issues impacting services on campus, both hardware and software
- Repair and maintenance of college computers
- Maintain a high level of detail within our work order system and documentation
- Perform single machine or lab imaging utilizing SCCM
- Maintain familiarity and understanding of ITS framework processes and procedures
- Represent ITS in a personable and professional way while working directly with the Polytechnic community

**Required Qualifications**
- A minimum two-year college diploma in a related information technology discipline, plus one year of work experience with direct customer contact preferably in a help desk environment; combination of education and experience may be considered
- Working knowledge of large administrative information systems similar to those used at the college and have worked in a computer help desk environment will also be considered
- Exceptional customer service skills with the ability to maintain a positive and friendly outlook
- Strong oral and written communication skills
- Ability to work independently and in project teams

**Preferred Qualifications**
- Experience in troubleshooting hardware and software in both Windows and Mac environments
- System Center Configuration Manager software deployment knowledge is an asset

**Salary**
- AUPE Class Level 9 Step 1 $49,918.15 per annum

**Working Here**

**Culture of Care**
- A **Culture of Care**at Lethbridge Polytechnic embraces a workplace that both protects and empowers employees by creating an environment that promotes psychological, cultural and physical safety. All employees play an important role in building a safe and supportive campus dedicated to learning and growing.

**Why choose Lethbridge and Lethbridge Polytechnic**
- Lethbridge Polytechnic is learner-focused, with an emphasis on experiential and flexible learning experiences and work-integrated learning.
- We have a strong connection to our community and the land. We also promote a work environment that supports professional development and employee wellness, including flexible work arrangements and schedules that allow for work-life balance. In addition, we prioritize equity, diversity, and inclusion across all areas of our campus community.

**Lethbridge advantages**
- Lethbridge offers a relatively low cost of living, with mild winters and sun-filled summers. Outdoor adventures await you in the city’s vast park systems and river valley, and we’re located just an hour and 20 minutes from the mountains. Enjoy the advantages of small-city life while accessing the amenities of a larger city, including arts and culture, sport and recreational facilities, and year-round family-friendly events.

**We Offer**:

- Comprehensive benefits program, including flexible health and wellness spending accounts
- Employee and family assistance program
- Generous vacation time, including extended break at Christmas
- Free tuition for continuing employees taking LP courses and 50% discount for spouse and dependents
- Free gym membership
- On-campus clinic
- Professional development opportunities

Posting Detail Information

**Posting Number**
- P25-00647

**Open Date**
- 08/28/2025

**Close Date**

**Open Until Filled**
- Yes

**Special Instructions to Applicants