Computer Support Technician - Desktop Analyst REVISED

This posting is for two (2) Temporary, Full-Time positions that may continue until March 1, 2027

The Edmonton Police Service (EPS) provides essential services to our community. The EPS requires two (2) talented and skilled Full-Time Desktop Analysts to join our team to ensure the reliability and functionality of our end point computer systems in the public safety environment.

The Desktop Analyst would be responsible for providing on-site technical support and maintaining the end-user computing environment within the organization. This includes installing, diagnosing, repairing, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem issues in person, by remote tools, by telephone, or via chat in a timely and accurate fashion, and provide end-user assistance where required.

The successful candidate will exercise a strong level of technical and customer service skills to perform the following duties :

• Provide deskside support for end-users, including hardware and software troubleshooting and problem resolution.
• Install, configure, move, and maintain Windows-based workstations and related hardware.
• Accurately document instances of equipment failure, repair installation, removal and record equipment information that are sent to repair depots for warranty repair.
• As part of the yearly lifecycle program, perform hardware upgrades and maintenance as needed.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Collaborate with team members to manage and troubleshoot Microsoft M365 applications, including Microsoft Office, Exchange, SharePoint, and Teams.
• Perform onsite analysis, diagnosis, and resolution of simple and more complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Deploy software using distribution tools or manually as required by end users.
• Ensure the security and compliance of all computer systems within the organization.
• Research solutions through internal and external knowledgebase as needed.
• Collaborate with higher Tier level support analysts to ensure efficient operation of the organizations’ end-user computing environment.
• Participate in IT projects as required.
• Liaise with third-party support and equipment vendors, as needed.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase by creating support documents as needed.
• Participate in on-call rotation schedule to provide support outside of regular business hours.
• Other related duties as required.

Job Requirements

Hours of Work : 33.75 hours per week, Monday – Friday. On-call duties during off hours may apply. Hours of work may be subject to the terms and conditions of variable hours of work program.

Salary Range : 21M, Salary Grade 036, $36.31 - $45.61 (Hourly), $2,451.10 - $3,078.70 (Bi-Weekly), $63,972.67 - $80,355.18 (Annually)