Application Help Desk Analyst

Role Overview

• Provide front-line application support to members of the public and stakeholders accessing online systems related to Education and Advanced Education.
• Receive, log, categorize, and manage inquiries using Help Desk software.
• Troubleshoot technical issues and resolve incidents or escalate to the appropriate support level when required.
• Communicate resolutions and provide status updates to clients throughout the incident lifecycle.
• Collaborate with technical teams, business areas, and external stakeholders to resolve issues efficiently.
• Assign, maintain, and verify user IDs and access credentials in accordance with identity verification processes.
• Monitor inquiry trends to identify recurring issues and recommend process or training improvements.
• Test solutions, bug fixes, and application enhancements to validate issue resolution.
• Maintain documentation, including known issues, workarounds, best practices, and status reports.
• Support data validation and discrepancy resolution activities as required.
• Participate in related projects, user acceptance testing, and cross-training initiatives.
• Ensure compliance with established Help Desk policies, procedures, and security protocols.
• Identify and recommend operational improvements to enhance service efficiency and effectiveness.

Requirements

• Bachelor’s degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or equivalent education and experience
• 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders
• 4+ years of experience in user identity verification and access management
• 4+ years of experience using Help Desk software to manage incidents and service requests
• 4+ years of experience collaborating with clients, technical teams, and business stakeholders
• 4+ years of experience supporting multiple applications in a multi-stakeholder environment
• 4+ years of experience with Microsoft Office tool suites
• 1+ year of experience with Microsoft SharePoint 2005 or higher
• 1+ year of experience developing training materials and user documentation
• 1+ year of experience documenting business processes and user requirements
• 1+ year of experience supporting user acceptance testing activities
• 1+ year of experience providing end-user operational system support
• 1+ year of experience supporting web-based systems across various internet browsers
• Eligibility for Enhanced Security Clearance.

Benefits

• 12-month contract with a maximum extension term of 6 months
• Full-time position: 36.25 hours per week
• Weekday schedule from 8:15 am to 4:30 pm
• Remote work opportunity within Alberta