Help Desk Analyst – Senior

Requisition ID: GOAPRDJP00000850

Job Overview:

We are seeking a Senior Application Help Desk Analyst to provide frontline support to external users and stakeholders accessing various web-based applications. This role focuses on application support (not desktop support) and requires strong communication skills, technical troubleshooting expertise, and the ability to manage multiple applications in a fast-paced environment.

Key Responsibilities:

Provide first-level support to end users by troubleshooting application-related issues

Respond to inquiries related to supported applications and provide timely resolutions

Log, track, and manage tickets using Help Desk systems; escalate when required

Collaborate with technical and business teams to resolve complex issues

Monitor and communicate the status of issues to stakeholders

Test bug fixes, enhancements, and application updates

Maintain documentation, knowledge base, and known issues repository

Identify trends in user issues and recommend training or process improvements

Support user account management including ID creation, password resets, and access control

Coordinate communication with internal teams and external stakeholders

Participate in projects, testing, and continuous improvement initiatives

Equipment Requirements:

Resource is preferred to provide their own equipment

Device must support modern Windows or MacOS compatible with Azure Virtual Desktop (AVD)

Required software will be installed for secure remote access

Contractor is responsible for providing equipment if working remotely

Key Skills:

Application Help Desk Support (web-based/business applications)

Support for external users / public stakeholders

Ticketing tools (ServiceNow, Remedy, Zendesk, Jira)

User ID & Access Management (account setup, password resets, access control)

Multi-application support and issue coordination

Strong communication & stakeholder management

Microsoft Office proficiency

SharePoint experience

Alberta-based resource with eligibility for Enhanced Security Clearance

Additional Requirements:

Must be currently located in Alberta

Must be eligible for Enhanced Security Clearance

Must hold a degree or diploma in IT, Computer Science, Engineering, Math, or equivalent

Work must be performed remotely from within Alberta

Standard Government working hours appl