Job Summary: The Senior Help Desk Analyst provides front-line technical support primarily to members of the public accessing online systems related to the ministries of Education and Advanced Education.

This role involves troubleshooting application issues, supporting various business areas, and ensuring effective communication between end users and technical teams to resolve inquiries efficiently.

The analyst will also contribute to training, documentation, and process improvements to enhance support services.

Responsibilities: Receive, log, classify, and respond to inquiries using Help Desk software; escalate unresolved issues to expert support levels.

Communicate effectively with technical and business teams to resolve client issues and keep clients informed of status updates.

Test end-user solutions, bug fixes, and new application features to ensure issues are resolved.

Monitor inquiry trends to identify training needs and assist in updating and delivering training materials.

Maintain repositories of known problems, resolutions, and best practices for supported applications.

Assign and maintain user IDs and passwords.

Coordinate Help Desk communications with external stakeholders, ministry business areas, and internal staff.

Participate in related projects and develop necessary documentation.

Collect, validate, and convert data as required.

Prepare regular status reports on all reported issues.

Identify and recommend operational improvements to enhance Help Desk effectiveness.

May be responsible for resolving data discrepancies within the Stakeholder Registry (SHR).

Cross-train within the Help Desk setting to support team flexibility.

Required Skills & Certifications: Proven experience in Help Desk or technical support roles, preferably supporting public sector or education-related applications.





Strong troubleshooting and problem-solving skills for software applications.

Experience using Help Desk ticketing systems to log and manage inquiries.

Excellent communication skills for interacting with end users, technical teams, and stakeholders.

Ability to test and validate software fixes and new features.

Familiarity with user account management (IDs and passwords).

Ability to create and maintain detailed documentation and training materials.

Must complete mandatory training including Freedom of Information and Protection of Privacy Act and Security Awareness training.

Standard criminal record check clearance required prior to commencement.

Preferred Skills & Certifications: Experience with Stakeholder Registry (SHR) or similar data management systems.

Knowledge of government policies, processes, and procedures related to Help Desk operations.

Enhanced Security Clearance or willingness to obtain if required.

Experience with Azure Virtual Desktop (AVD) or remote access technologies.

Project participation and coordination experience.

Special Considerations: Work must be performed from within Alberta due to network and data security policies.

The role is anticipated to be 100% remote; occasional onsite meetings may occur without travel reimbursement.

Contractors must supply their own equipment (computers, software, peripherals, furniture).

Operating system must be Windows (preferred) or MacOS compatible with Azure Virtual Desktop.

Mandatory background checks including criminal record and possibly enhanced security clearance.

Compliance with all Help Desk policies, processes, and procedures is required.

Scheduling: Standard work hours are Monday to Friday, 08:15 to 16:30 Alberta time, excluding provincial holidays.

Work schedule is regular daytime hours with no shift work indicated.

📌 Senior Help Desk Analyst (Alberta)
🏢 vTech Solution
📍 Alberta