Client: Government of Alberta (GoA) – Technology and Innovation
Project: AE Help Desk Support
Position: Senior Application Help Desk Analyst
Location: Alberta
Work Arrangement: 100% remote anticipated
Important: Resource must work from within Alberta due to network and data-security requirements.
Hours: Monday–Friday, 8:15 AM–4:30 PM Alberta time
Total Hours: Approximately 812 hours
Contract Extension: Up to 6 months
Position Overview
The Government of Alberta is seeking a Senior Application Help Desk Analyst to provide front-line application support to external stakeholders and members of the public accessing online systems for the Ministries of Education and Advanced Education.
The successful candidate will troubleshoot application issues, manage help desk tickets, coordinate with technical and business teams, test fixes and application enhancements, maintain support documentation, and assist users with application-related inquiries.
The analyst may support multiple applications and business areas and may be reassigned to other application support areas as required.
Key Responsibilities
- Provide front-line application support to end users and external stakeholders.
- Receive, investigate, troubleshoot and resolve application-related inquiries.
- Log, classify and track incidents and requests using an enterprise Help Desk/ticketing system.
- Retrieve existing tickets and knowledge articles to assist with issue resolution.
- Escalate unresolved issues to appropriate technical or business teams.
- Maintain communication with users regarding the status and resolution of their issues.
- Coordinate with internal GoA teams and external stakeholders to investigate and resolve application problems.
- Test bug fixes, system enhancements and new application features.
- Communicate application errors identified during troubleshooting and verify fixes once implemented.
- Support user identity verification and maintain user IDs, passwords and application access permissions.
- Monitor recurring issues and identify opportunities for process or system improvements.
- Maintain a repository of known problems, resolutions, workarounds and best practices.
- Develop and maintain application support documentation.
- Assist with developing and delivering user manuals and training materials.
- Identify recurring user issues and future training requirements.
- Participate in user acceptance testing and other application testing activities.
- Support data collection, editing, validation and conversion where required.
- Investigate and help resolve data discrepancies within enterprise applications, including student data where applicable.
- Prepare regular status reports on reported issues.
- Coordinate Help Desk activities and communications between external stakeholders, ministry/business areas and internal staff.
- Participate in related application-support projects.
- Cross-train within the Help Desk workplace as required.
Requirements
Mandatory Qualifications
The candidate must have at least 4 years of experience in each of the following:
1. Application Help Desk / Application Support
- Experience working as an Application Help Desk Analyst or Application Support Analyst .
- Experience providing troubleshooting, assistance and training to external stakeholders.
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