Desktop Support Analyst

About the CLHA

The College of LPNs and HCAs of Alberta (CLHA) is a non-profit regulatory organization. The CLHA exists to protect Alberta healthcare users. Our first responsibility is to the public. We regulate the professions of Licensed Practical Nurses (LPNs) and Health Care Aides (HCAs), setting and maintaining standards to ensure the public receives safe, competent, and ethical healthcare services. Our focus on and commitment to public protection and regulatory excellence underscores everything we do.

Employment Term

This is a full-time permanent position. The position is eligible for hybrid work with a requirement to work in our Edmonton office on a regular basis.

The Role

Reporting to the Director of Information Technology, the Desktop Support Analyst works as part of the IT team to provide first-level technical support and assistance to CLHA staff. The Desktop Support Analyst is responsible for the initial logging, diagnosis, and resolution or escalation of technical service requests. 

This role supports the effective use of technology across the organization by ensuring timely issue resolution, accurate service documentation, and secure provisioning of IT assets. The Desktop Support Analyst contributes to operational stability, staff support, and service transparency through consistent, professional, and responsive technical support.

Key Responsibilities

• End-User Support : Triage service tickets and provide first-level technical support to staff. Respond to routine inquiries and deliver practical “how-to” guidance related to hardware, software, and office technology, escalating more complex tickets to senior IT staff.

• Incident Management and Escalation : Identify abnormal operation of computers, software, and other technology systems; document, track, and escalate issues as appropriate while monitoring resolution status.

• IT Asset Provisioning and Deployment : Provision, configure, and deploy IT assets including computers, peripherals, and mobile devices in accordance with organizational standards to ensure staff are equipped with required technology in a secure and timely manner.

• Service Documentation and Reporting : Maintain accurate and complete service tickets, ensuring transparency and accountability in service delivery. Contribute to departmental reporting integrity by capturing accurate service performance data.

• Systems and Documentation Maintenance : Maintain and update technical documentation and departmental knowledge resources to support consistency and continuity of service.

Skills & Abilities

The Desktop Support Analyst is an approachable and service-oriented professional who demonstrates initiative and can communicate effectively and build positive working relationships with individuals at all levels of the organization, translating technical information into clear, practical guidance. They exercise sound analytical thinking, judgment, and decision-making when diagnosing issues and determining appropriate resolution or escalation pathways.

The successful candidate demonstrates familiarity with common computer hardware and setup requirements, advanced knowledge of Microsoft Windows and Microsoft Office applications, working knowledge of network connectivity concepts and troubleshooting practices, and familiarity with mobile device operation across iOS and Android platforms. They are also available to provide infrequent support outside normal business hours as operational needs require.

Experience

• Minimum of a bachelor’s degree is required.


• Minimum of 1–2 years of experience providing technical support or customer service.


• Experience working within a team-based IT environment would be an asset.

Other Qualifications

• Must speak, read, and write English fluently.


• Satisfactory professional and criminal reference checks.


• Must be eligible to work in Canada.

Further Information

For further information on this opportunity, please contact Human Resources at View email address on jobs.jobcopilot.com .

Applications will be accepted until end of business day on August 28, 2026.

The CLHA is an equal opportunity employer. We thank all applicants for their interest; only those short-listed applicants will be contacted.

Note: If you are selected to proceed through the recruitment process, you will be contacted by email from a CLHA email address. Please ensure you regularly monitor your inbox, including your junk or spam folders, to avoid missing important communications regarding your application.