Help Desk Analyst

**Project Overview

**Project: AE Help Desk Support
Client: Government of Alberta - Ministries of Education and Advanced Education
Location: 100% remote.
Hours: Monday-Friday, 8:15 AM-4:30 PM Alberta time, excluding provincial holidays.

The role provides front-line application support to members of the public and external/internal stakeholders , troubleshooting application issues, managing Help Desk tickets, coordinating with technical/business teams, maintaining documentation and known-issue repositories, and supporting testing, training, and data-related activities.

**Core Responsibilities

• Provide front-line application Help Desk support to external stakeholders and end users.

• Receive, classify, document, track, and resolve application-related inquiries.

• Log and manage tickets using Help Desk/ticketing software .

• Troubleshoot issues and provide resolutions or workarounds.

• Escalate unresolved issues to appropriate technical/business teams.

• Maintain communication with clients throughout issue resolution.

• Coordinate with internal Government of Alberta teams and external stakeholders.

• Support user ID/password creation, maintenance, and identity verification .

• Investigate and resolve data discrepancies , particularly student data within Stakeholder Registry (SHR).

• Test bug fixes, application changes, and new functionality.

• Communicate application defects identified during troubleshooting/testing.

• Maintain known issues, workarounds, best practices, and support documentation .

• Develop and update user manuals and training materials.

• Identify recurring issues and future training requirements.

• Collect, edit, validate, and convert data when required.

• Prepare regular status reports on reported issues.

• Participate in application/support-related projects.

• Follow Help Desk policies, procedures, and processes.

• Identify opportunities to improve Help Desk efficiency and effectiveness.

• ******Cross-train within the Help Desk environment.

  Requirements

  **Mandatory Requirements

  • Bachelor degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent .

  • 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders.

  • 4+ years of experience with user identity verification, user IDs, passwords, and account administration .

  • 4+ years of experience using Help Desk/ticketing software for logging, categorizing, tracking, resolving, and escalating tickets.

  • 4+ years of experience working directly with clients/end users and coordinating with external and internal stakeholders.

  • 4+ years of experience supporting multiple applications for different stakeholder groups.

  • 4+ years of experience with Microsoft Office Suite .

  • Experience troubleshooting application issues and coordinating resolutions with technical and business teams .

  • Experience testing bug fixes, application enhancements, and new features .

  • ******Experience maintaining support documentation, known issues, workarounds, and best practices .

    **Nice-to-Have Requirements

    • 1+ year developing and delivering user manuals and training materials .
    • 1+ year documenting user requirements, business processes, and workflows .
    • 1+ year planning, performing, or monitoring User Acceptance Testing (UAT) .
    • 1+ year providing end-user operational system support, including data-related support .
    • 1+ year supporting web-based applications and troubleshooting across different internet browsers.
    • 1+ year experience with Microsoft SharePoint 2005 or higher , including design, development, or support.**********************

Disclaimer: This job posting has been aggregated from external source. Role details, content, and availability are subject to change. Applicants are advised to confirm the latest information directly on the company website before applying.