Address
Form of workFull job description
Organization Overview
CPA Alberta is the professional regulatory organization representing Alberta’s approximately 30,000 Chartered Professional Accountants (CPAs). Alberta’s CPA’s are among the more than 200,000 Canadian CPAs who provide financial and management expertise across the country and around the world, at every level and in every sector. CPA Alberta’s legislated mandate is to protect the interest of the public, protect the integrity of the profession, promote and increase the competence of Alberta CPAs, and regulate the conduct of Alberta CPAs.
CPA Alberta has offices in Edmonton and Calgary and provides hybrid Telecommuting opportunities.
Further information can be found on our website: www.cpaalberta.ca/About-Us/Careers-at-CPA-Alberta.
CPA Alberta is proud of its recent achievement in being named one of Alberta’s Top 75 Employers for 2023.
The Role
Reporting to the Manager, IT Operations, the Service Desk Analyst is responsible for providing technical assistance and support related to the CPA end user computer systems, staff onboarding and off boarding, mobility devices, printers, boardroom infrastructure and business software to staff by attending to questions, isolating problems, and determining and implementing solutions effectively and efficiently.
Key Responsibilities
Field incoming requests to the Service Desk via telephone, e-mail and in person to ensure courteous, timely and effective resolution of end user issues.
Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Provide technical assistance and support for incoming queries and issues related to computer systems, mobile devices, printers, boardroom infrastructure, software, and other hardware.
Record, track and document the service desk request details and problem-solving, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Prioritize and schedule own work. Escalate problem (when required) to the appropriate Tier 2/3 experienced technician.
Provide customer service to staff by communicating infrastructure changes or planned interruptions, as well as checking in to ensure they are not experiencing issues.
Requirements
College or university degree in the field of Computer Science with 3 years of related experience in an end-user support role.
Knowledge of basic computer hardware, including laptops, desktops, servers, printers, and general network hardware.
Familiarity with ITIL procedures for incident and problem management.
Working knowledge of Windows applications including Active Directory, SharePoint, and File/Print sharing.
Experience with desktop operating systems including Windows 10 and 11.
Exceptional written and oral communication skills along with the ability to communicate technical information to non-technical people.
Strong customer service orientation.
Logical and efficient, with keen attention to detail.
Ability to conduct research into a wide range of computing issues as required.
Exceptional interpersonal skills, with a focus on rapport-building and questioning skills.
Excellent analytical and creative problem-solving skills.
Proven ability to multi-task, prioritize and maintain high levels of professionalism.
Competencies
Values & Ethics
Teamwork & Adaptability
Organizational Awareness
Communication
Attention to Detail
Planning & Organizing
Problem Solving
Service Orientation
Working Conditions
Fast paced work environment
Some travel may be required.
Manual dexterity required.
Location: Edmonton Office
CPA Alberta thanks all applicants for their interest and advises that we will contact only those selected for an interview.
Equal Employment Opportunity Statement
In its commitment to an equitable, diverse, and inclusive workforce, CPA Alberta welcomes applications from all qualified persons. We encourage members of equity groups (women, Black, Indigenous peoples, visible minorities, persons with disabilities, and LGBTQ+); and all those who may contribute to the further diversification of the organization to apply.
Please notify us if you require accommodation at any time during the recruitment process.
COVID-19 Vaccination Policy
The successful candidate will be required to confirm vaccinations in relation to COVID-19 as a condition of employment, subject to human rights exemptions.
CPA Alberta is the professional regulatory organization representing Alberta’s approximately 30,000 Chartered Professional Accountants (CPAs). Alberta’s CPA’s are among the more than 200,000 Canadian CPAs who provide financial and management expertise across the country and around the world, at every level and in every sector. CPA Alberta’s legislated mandate is to protect the interest of the public, protect the integrity of the profession, promote and increase the competence of Alberta CPAs, and regulate the conduct of Alberta CPAs.
CPA Alberta has offices in Edmonton and Calgary and provides hybrid Telecommuting opportunities.
Further information can be found on our website: www.cpaalberta.ca/About-Us/Careers-at-CPA-Alberta.
CPA Alberta is proud of its recent achievement in being named one of Alberta’s Top 75 Employers for 2023.
The Role
Reporting to the Manager, IT Operations, the Service Desk Analyst is responsible for providing technical assistance and support related to the CPA end user computer systems, staff onboarding and off boarding, mobility devices, printers, boardroom infrastructure and business software to staff by attending to questions, isolating problems, and determining and implementing solutions effectively and efficiently.
Key Responsibilities
Field incoming requests to the Service Desk via telephone, e-mail and in person to ensure courteous, timely and effective resolution of end user issues.
Perform hands-on and remote fixes at the desktop level, including installing and upgrading software, installing hardware, and configuring systems and applications.
Provide technical assistance and support for incoming queries and issues related to computer systems, mobile devices, printers, boardroom infrastructure, software, and other hardware.
Record, track and document the service desk request details and problem-solving, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
Prioritize and schedule own work. Escalate problem (when required) to the appropriate Tier 2/3 experienced technician.
Provide customer service to staff by communicating infrastructure changes or planned interruptions, as well as checking in to ensure they are not experiencing issues.
Requirements
College or university degree in the field of Computer Science with 3 years of related experience in an end-user support role.
Knowledge of basic computer hardware, including laptops, desktops, servers, printers, and general network hardware.
Familiarity with ITIL procedures for incident and problem management.
Working knowledge of Windows applications including Active Directory, SharePoint, and File/Print sharing.
Experience with desktop operating systems including Windows 10 and 11.
Exceptional written and oral communication skills along with the ability to communicate technical information to non-technical people.
Strong customer service orientation.
Logical and efficient, with keen attention to detail.
Ability to conduct research into a wide range of computing issues as required.
Exceptional interpersonal skills, with a focus on rapport-building and questioning skills.
Excellent analytical and creative problem-solving skills.
Proven ability to multi-task, prioritize and maintain high levels of professionalism.
Competencies
Values & Ethics
Teamwork & Adaptability
Organizational Awareness
Communication
Attention to Detail
Planning & Organizing
Problem Solving
Service Orientation
Working Conditions
Fast paced work environment
Some travel may be required.
Manual dexterity required.
Location: Edmonton Office
CPA Alberta thanks all applicants for their interest and advises that we will contact only those selected for an interview.
Equal Employment Opportunity Statement
In its commitment to an equitable, diverse, and inclusive workforce, CPA Alberta welcomes applications from all qualified persons. We encourage members of equity groups (women, Black, Indigenous peoples, visible minorities, persons with disabilities, and LGBTQ+); and all those who may contribute to the further diversification of the organization to apply.
Please notify us if you require accommodation at any time during the recruitment process.
COVID-19 Vaccination Policy
The successful candidate will be required to confirm vaccinations in relation to COVID-19 as a condition of employment, subject to human rights exemptions.
