Senior Help Desk Analyst – Application Support

Position Overview

The Government of Alberta is seeking a Senior Application Help Desk Analyst to provide front-line application support to external stakeholders and members of the public accessing online systems for the Ministries of Education and Advanced Education.

The successful candidate will troubleshoot application issues, manage help desk tickets, coordinate with technical and business teams, test fixes and application enhancements, maintain support documentation, and assist users with application-related inquiries.

The analyst may support multiple applications and business areas and may be reassigned to other application support areas as required.

Key Responsibilities

• Provide front-line application support to end users and external stakeholders.
  
• Receive, investigate, troubleshoot and resolve application-related inquiries.
  
• Log, classify and track incidents and requests using an enterprise Help Desk/ticketing system.
  
• Retrieve existing tickets and knowledge articles to assist with issue resolution.
  
• Escalate unresolved issues to appropriate technical or business teams.
  
• Maintain communication with users regarding the status and resolution of their issues.
  
• Coordinate with internal GoA teams and external stakeholders to investigate and resolve application problems.
  
• Test bug fixes, system enhancements and new application features.
  
• Communicate application errors identified during troubleshooting and verify fixes once implemented.
  
• Support user identity verification and maintain user IDs, passwords and application access permissions.
  
• Monitor recurring issues and identify opportunities for process or system improvements.
  
• Maintain a repository of known problems, resolutions, workarounds and best practices.
  
• Develop and maintain application support documentation.
  
• Assist with developing and delivering user manuals and training materials.
  
• Identify recurring user issues and future training requirements.
  
• Participate in user acceptance testing and other application testing activities.
  
• Support data collection, editing, validation and conversion where required.
  
• Investigate and help resolve data discrepancies within enterprise applications, including student data where applicable.
  
• Prepare regular status reports on reported issues.
  
• Coordinate Help Desk activities and communications between external stakeholders, ministry/business areas and internal staff.
  
• Participate in related application-support projects.
  
• Cross-train within the Help Desk environment as required.
  

Requirements

Mandatory Qualifications

The candidate must have at least 4 years of experience in each of the following:

1. Application Help Desk / Application Support

• Experience working as an Application Help Desk Analyst or Application Support Analyst.
  
• Experience supporting large-scale enterprise applications.
  
• Experience providing troubleshooting, assistance and training to external stakeholders.
  
• The candidate's resume must clearly identify the applications they supported.
  

2. User Identity and Access Management

• Experience with user identity verification.
  
• Experience maintaining:
  • User IDs
    
  • Passwords
    
  • Account permissions
    
  • Application access levels
    

3. Help Desk / Ticketing Systems

Experience using an enterprise Help Desk or ticketing system such as:

• BMC Remedy
  
• Cherwell
  
• HEAT
  
• MS Team Foundation Server
  
• Rational ClearQuest
  
• Or an equivalent enterprise Help Desk/ticketing platform
  

4. Client & Stakeholder Support

• Direct experience working with clients and end users.
  
• Experience coordinating with external stakeholders and internal business/technical teams.
  
• Strong communication and issue-resolution skills.
  

5. Multi-Application Support

• Experience supporting multiple applications simultaneously for different stakeholder groups or business areas.
  

6. Microsoft Office

• At least 4 years of experience using Microsoft Office tools, including relevant applications such as Word, Excel, Outlook and PowerPoint.
  

Nice-to-Have Qualifications

The following are considered assets, with approximately 1 year of experience preferred:

• Developing and delivering user manuals and training materials
  
• Documenting business requirements, processes and workflows
  
• Planning, performing or monitoring User Acceptance Testing (UAT)
  
• Providing end-user operational system support involving:
  • Data collection
    
  • Data editing
    
  • Data validation
    
  • Data conversion
    
• Supporting web-based applications across multiple browsers and devices, including:
  • Google Chrome
    
  • Microsoft Edge
    
  • Firefox
    
  • Safari
    
  • Internet Explorer
    
• Experience with Microsoft SharePoint 2005 or later, including design, development, implementation, integration and support
  

Education

Bachelor's degree or diploma in:

• Information Technology
  
• Computer Science
  
• Mathematics
  
• Engineering
  

Equivalent relevant experience may also be considered.

Work Location & Schedule

• 100% remote anticipated
  
• Candidate must be physically working from Alberta
  
• Standard working hours:
  
  8:15 AM–4:30 PM Alberta time, Monday–Friday
  
• Occasional onsite meetings or work sessions in Edmonton/Alberta may be required.