Senior Help Desk Support Analyst - 26-12910

Job Title: Senior Help Desk Support Analyst

Duration: 6 Months

Location: Edmonton, Alberta, Canada

Work Arrangement: 100% remote anticipated; candidates must reside and work within Alberta

Working Hours: Monday–Friday, 8:15 AM–4:30 PM Alberta time, excluding provincial holidays

Job Overview

We are seeking an experienced Senior Help Desk Support Analyst to provide frontline application support to members of the public and external stakeholders accessing multiple enterprise applications. The successful candidate will troubleshoot technical issues, manage support tickets, coordinate with business and technical teams, maintain user accounts, and assist with training and documentation.

The role supports multiple business areas and requires strong communication, analytical, troubleshooting, and organizational skills. The resource may be reassigned to other application support areas as operational needs change.

Key Responsibilities

• Provide frontline application support to end users and external stakeholders across multiple enterprise applications.

• Receive, assess, categorize, and respond to application-related inquiries and technical issues.

• Log and track incidents using help desk software, retrieve existing tickets, provide resolutions, and escalate unresolved issues to the appropriate support teams.

• Communicate issue status, proposed solutions, and resolutions to users while maintaining regular follow-up.

• Collaborate with technical teams, business areas, and external stakeholders to investigate and resolve application issues.

• Test end-user solutions, bug fixes, and new application features to confirm that reported issues have been addressed.

• Identify application errors during troubleshooting, communicate defects to the appropriate teams, and retest applications after fixes are implemented.

• Verify user identities and manage user IDs, passwords, accounts, and permission levels.

• Support data-related activities, including data collection, editing, validation, conversion, and resolution of data discrepancies involving user or student information.

• Maintain repositories of known issues, workarounds, resolutions, and application support best practices.

• Develop and maintain user manuals, support documentation, training materials, and process documentation.

• Identify recurring issues and trends that indicate additional training needs or opportunities for process improvement.

• Coordinate training activities and communications with internal teams, business areas, and external stakeholders.

• Prepare regular status reports covering reported issues, resolutions, outstanding tickets, and support activities.

• Document user requirements, business processes, workflows, and operational procedures.

• Plan, perform, and monitor user acceptance testing (UAT) as required.

• Support web-based applications across multiple devices and browsers.

• Assist with Microsoft SharePoint implementation, integration, maintenance, and support activities.

• Participate in related projects, cross-training, and continuous improvement initiatives.

• Follow established help desk policies, processes, and procedures to ensure effective tracking and monitoring of incoming requests.

Mandatory Qualifications and Experience

• Bachelor's degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or equivalent experience.

• 4 years of experience as an Application Help Desk Analyst supporting external stakeholders, including troubleshooting, training, and responding to inquiries involving large-scale enterprise applications. Details of the supported applications must be included in the resume.

• 4 years of experience with user identity verification and management of user IDs, passwords, accounts, and permission levels for business applications.

• 4 years of experience using help desk software such as BMC Remedy, Cherwell, Microsoft Team Foundation Server, Rational ClearQuest, HEAT, or equivalent tools.

• 4 years of experience working directly with clients and coordinating communications between external stakeholders and internal business teams.

• 4 years of experience supporting multiple applications for different stakeholders simultaneously.

• 4 years of experience using Microsoft Office tools.

• 1 year of experience developing and delivering user manuals and training materials.

• 1 year of experience documenting user requirements, business processes, and workflows.

• 1 year of experience planning, performing, or monitoring user acceptance testing.

• 1 year of experience providing end-user operational system support, including data collection, editing, validation, and conversion within enterprise systems containing user information.

• 1 year of experience supporting web-based systems across multiple devices and browsers, including Internet Explorer, Google Chrome, Microsoft Edge, Firefox, and Safari.

• 1 year of experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 or later.

Work Arrangement and Equipment

• The position is anticipated to be 100% remote, but onsite meetings may be required.

• Candidates must perform all work from within Alberta due to network and data security requirements.

• Candidates are responsible for providing their own computer, software, printer, supplies, desk, and chair for remote work.

• The computer must run a modern version of Windows or macOS compatible with Azure Virtual Desktop (AVD) and related remote-access software. Windows is preferred.

• Required system access and credentials will be provided.

• If in-person work is required, office space, furniture, and office supplies will be provided; the contractor remains responsible for computers and software.

• The quoted rate must include all overhead, equipment, supplies, administrative costs, and other expenses associated with delivering the services.

• Travel, commuting, accommodation, and related expenses for onsite attendance are not reimbursed.

Background and Security Requirements

• A standard criminal record check is required before the assignment begins.

• Enhanced Security Clearance, including a credit check, may be required before commencement, depending on operational needs.

• Candidates must agree to participate in any required security screening.

• All required checks must be acceptable for the resource to receive final approval.

Mandatory Training

Successful candidates must complete required training, including:

• Freedom of Information and Protection of Privacy requirements.

• Security awareness training.

• Any additional mandatory training required for the assignment.