IT Help Desk Analyst - Computer Support Technician

This posting is for one (1) Temporary, Full-Time position that may continue until March 1, 2027

The Information Technology Division requires one (1) Help Desk Analyst to provide first level / first point of contact IT support for the Edmonton Police Service. The successful candidate will exercise a sufficient level of technical and customer service skills to perform the following duties :

• Provide excellent end user support and problem resolution via telephone, email and in-person communication.
• Effectively diagnose problematic situations to immediately initiate remedial procedures to restore services.
• Provide consultation, advice, and guidance in the effective application of hardware and software products.
• Record, categorize and prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician and / or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Account management (including onboarding and off boarding of EPS Employees).
• Prepare and maintain support documentation / knowledgebase.
• Other related duties as required.

Job Requirements

Hours of Work : 40 hours per week. The successful applicant must be able to work shift work, 7 days per week to provide 24-hour coverage.

Salary Range : 21B, Salary Grade : 017, $34.31 - $43.10 (Hourly), $2,745.20 - $3,448.20 (Bi-Weekly), $71,649.72 - $89,996.98 (Annually)

The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.