IT Help Desk Analyst Computer Support Technician

• Completion of the twelfth (12th) school grade or GED supplemented by a relevant computer certificate program from a recognized Community College or Technical Institute including a minimum of one (1) year experience in a computer systems support role in a customer service environment.
• An equivalent combination of recognized certified computer instruction courses or experience may be considered in lieu of a technical diploma.
• Call center experience preferred.
• ITIL V3 or V4 certification considered an asset
• CompTIA A certification considered an asset.
• Working knowledge of Microsoft products including Windows 10 11 M365.
• Working knowledge of Active Directory Administration.
• Working knowledge of mobile devices (IOS Android).
• Ability to diagnose problems and provide support on a wide range of applications.
• Experience with help desk call tracking applications.
• Experience in Ivanti Neurons for ITSM & ITAM considered an Asset.
• Experience working in a team-oriented collaborative environment.
• Ability to work with a minimum amount of supervision multi-task and consistently meet deadlines.
• Excellent oral and written skills.
• Must possess a valid Class 5 Alberta Drivers License. Must complete a City Drivers License application. Must also have access to own vehicle and provide written proof of current public liability and property damage insurance to a minimum of $1000000. EPS will reimburse mileage for any private vehicle usage during assigned duties. Client transportation is not required.

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) $2745.20 - $3448.20 (Bi-Weekly) $71649.72 - $89996.98 (Annually)
The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General:

• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
• Include a current resume and covering letter with your online application.
• Applicants may be tested.
• As part of your pre-hire screening you will be required to complete and Enhanced Security Clearance. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances exigent or otherwise as required by Human Resources Division.

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) or another recognized Canadian credential evaluation service. For a list of designated evaluators please visit the Alliance of Credential Evaluation Services of Canada 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 applicants 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 .

HR Technician: CS

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.
  

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