Senior Help Desk Analyst

Job Title: Senior Help Desk Analyst
Location: Edmonton, AB, CAN (Remote within Alberta only)
Duration: 12 Months (Possible Extension)
Client: Public Sector
Pay Rate: C$40-C$50/hr
Role Overview
The Senior Help Desk Analyst provides advanced application and user support for enterprise-level systems, working directly with internal teams and external stakeholders. This role is responsible for handling escalated support requests, troubleshooting application issues, coordinating resolutions with technical and business teams, and ensuring a high standard of service delivery.

The ideal candidate is a self-motivated professional with strong communication skills, excellent stakeholder management capabilities, and extensive experience supporting large-scale business applications in a structured, security-sensitive environment.

Key Responsibilities
Application & User Support

• Receive, assess, and respond to inquiries related to supported applications.
• Handle escalated support requests, including high-priority and VIP inquiries.
• Create, track, and manage service requests and incidents using an enterprise Help Desk/ticketing system.
• Ensure timely resolution of issues and provide clear communication to users throughout the support lifecycle.
• Monitor and follow up on open issues to completion, ensuring service level expectations are met.

Stakeholder Collaboration

• Work closely with business teams, technical teams, and external stakeholders to resolve issues effectively.
• Coordinate communications between multiple parties to ensure accurate and consistent information sharing.
• Provide regular status updates and reports on issues, resolutions, and trends.

SharePoint Support & Enhancements

• Support Microsoft SharePoint environments, including legacy and modern platforms.
• Assist with migration activities from on-premises SharePoint environments to cloud-based solutions.
• Manage SharePoint permissions, user access, and security settings.
• Collaborate with stakeholders to gather requirements for SharePoint solutions and enhancements.

Testing, Documentation & Training

• Test application fixes, enhancements, and new features to ensure they meet business and user requirements.
• Develop, maintain, and update technical and user documentation.
• Identify training needs and assist with the development and delivery of user training materials.
• Communicate application defects and verify resolutions through testing.

Security & Access Management

• Perform user identity verification.
• Assign and maintain user IDs, passwords, and access permissions.
• Adhere to security, privacy, and compliance requirements.
• Participate in mandatory security and privacy training.

Additional Duties

• Participate in related projects and initiatives as required.
• Maintain a strong understanding of supported applications to maximize support effectiveness.
• Support reporting requirements, including regular summaries of issues and resolutions.

Required Qualifications

• Minimum
  5 years of experience
  working as a Help Desk Analyst

• Minimum
  7 years
  of experience providing application help desk or application support services.

• Experience supporting
  external stakeholders
  and large user communities.
• Experience managing user identity verification, access control, and permissions.
• Experience using enterprise Help Desk / ticketing systems (or equivalent tools).
• Experience supporting multiple applications simultaneously.
• Advanced experience with
  Microsoft Office tools
  .

• Minimum
  7 years
  of experience supporting
  Microsoft SharePoint (2005 or later)
  , including administration and user support.

• Developing and delivering user manuals and training materials.

• Documenting user requirements, business processes, and workflows.
• Planning, executing, and supporting User Acceptance Testing (UAT).
• Providing operational system support involving data validation and correction.
• Supporting web-based applications across multiple browsers and devices.

If this opportunity matches your experience and career goals, please share your most updated resume for consideration.

As a certified minority-owned business, Pride Global and its affiliates - including Russell Tobin, Pride Health, and Pride Now - are committed to creating a diverse environment and are proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, pregnancy, disability, age, veteran status, or other characteristics.
 

Russell Tobin is a leading minority-owned professional and technical recruitment and staffing advisory organization. We are comprised of specialized practices focusing on a variety of skill sets and industries. Having a depth and breadth of industry expertise, our subject matter experts are able to provide tailored and swift sourcing solutions to fulfill client hiring needs. In other words, we connect top talent with companies. We are the staffing arm of the Pride Global network, a minority-owned integrated human capital solutions firm, with additional offerings in vendor management, payroll programs, and business process optimization.