AddressReporting to the Manager, Information Technology (IT) the Helpdesk Analyst provides the first line of technical support to the Agency's employees. The Helpdesk Analyst is responsible for software and hardware triage for all users within the Agency and our various partners.
Job Duties
Collaboration
- Understands, supports, promotes, and adheres to the Agency's vision, mission, values, and organizational ethics, and treats all persons with humility, compassion, and respect
- Presents as a positive and professional role model and ambassador for the Agency in interactions with internal and external stakeholders. Maintains respectful personal boundaries
- Communicates effectively and respectfully in a professional and confidential manner with all employees and external stakeholders; both verbally and in writing
- Establishes and maintains respectful, collaborative working relationships with employees and external stakeholders, as applicable
- Works on the Help Desk on a primary basis
- Provides after-hours support while performing Help Desk duties
- Provides appropriate feedback to end users on Help Desk requests
- Provides desktop support to end users using various methods - phone, email, TeamViewer, or actual site visit
- Software support and administration of users in our NAARs application
- First contact support for Enterprise Resource Planning (ERP), Customer Relationship Management (CRM), and Human Resources Information System (HRIS) systems
- Provides technical support for various types of Smart Phones
- Provides technical support for iPads and tablets
- Teaches users how to utilize computers correctly
- Maintains a positive relationship between IT and end users through prompt troubleshooting and on-call support
- Accurately records incidents in the Help Desk system and escalates where required
- Administers user accounts and groups within Active Directory, Exchange, and Portal
- Prepares encrypted universal serial bus (USB) sticks for users to use
- Ensures appropriate and confidential handling and storage of client/Agency information and documentation in accordance with Agency policies, procedures, and standards
- Completes and submits regular and ad hoc reports and documentation as per standard procedures on or before assigned due dates
- Initiates ongoing process improvements within the role; assists with the implementation of approved proposals, processes, procedures, and reports as assigned
- Assists in training and supporting new employees and colleagues
- Reports incidents to the manager or designate in a timely manner
- Follows health and safety protocols while adhering to Agency policies and procedures
- Maintains a pleasant and safe work environment, ensuring high levels of cleanliness, comfort, and safety
- Attends and actively participates in scheduled meetings. Supports team initiatives and helps to identify problems and suggest solutions
- Performs other related duties as required
- Minimum of a Certificate in information technology or equivalent from a recognized educational institution
- A Diploma or a Degree in information technology or equivalent from a recognized educational institution is considered an asset
- Additional relevant education is considered an asset
- Additional relevant certifications or designations considered an asset
- A minimum of one (1) year's experience providing desktop computer support in a Windows operating system environment is required
- Equivalent combinations of education and experience may be considered
- In-depth knowledge of Microsoft Office applications (Word, Excel, Outlook)
- Working knowledge of current Windows Desktop Operating Systems
- Thorough understanding of how a computer works on all levels - hardware and software
- Knowledge of Microsoft PowerApps is an asset
- Knowledge of Salesforce as an asset
- Knowledge of Ceridian Dayforce is an asset
- Knowledge of Microsoft Dynamics Business Central is an asset
- Ability to learn/develop/research proficiency in new systems and applications
- Comfortable working in a Catholic environment, being respectful of relevant Catholic teachings and practices
- Demonstrated maturity, self-awareness, and insightfulness, and possesses high ethical standards and an uncompromising sense of integrity
- Strong interpersonal and conflict management skills to facilitate working effectively with a wide range and number of people, including employees and external stakeholders
- Effective English-language communication skills, both verbal and written, to communicate using active listening, to understand, comprehend, and comply with all job requirements
- Strong time management, planning, and organizing skills that reflect the ability to perform and prioritize multiple tasks seamlessly and meet deadlines
- Ability to multi-task, establish priorities, and take initiative
- Ability and willingness to work outside of regular business hours as required. Advance notice will be provided when possible. Required to participate in rotating on-call schedule to meet Agency needs.
- Ability and willingness to travel, as required, to different offices, facilities, and other sites to work, attend and/or conduct meetings, presentations, and/or training
- Satisfactory Security Check including Criminal Record Check (CRC)
If you are an energetic and organized professional, with a customer-focused positive attitude, please submit your application today.
We embrace diversity and offer equal opportunities to all qualified applicants regardless of origin, culture, ethnicity, age, ability, gender identity, and people of faith or no faith.
Please apply online at www.cssalberta.ca/careers to competition number 3274
