IT Help Desk Analyst - Computer Support Technician

Job Description - IT Help Desk Analyst - Computer Support Technician (54418)

Job Number

54418

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 :

Responsibilities

• 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.

Qualifications

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

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 (Annual)

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

General

Applicants who have completed post secondary education outside of Canada are encouraged to obtain an assessment of their credentials through the International Qualifications Assessment Service (IQAS), https : / / www.alberta.ca / international-qualifications-assessment.aspx or another recognized Canadian credential evaluation service. For a list of designated evaluators, please visit the Alliance of Credential Evaluation Services of Canada, https : / / canalliance.org / en / default.html. Including an IQAS certificate or other credential assessment certificate from a recognized Canadian credential evaluation service with your application is recommended to support the evaluation of the applicant’s education qualifications.

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the Provinces. Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.

HR Technician : CS

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