IT Help Desk Analyst Full-time Job

The Information Technology Division requires one (1) Help Desk Analyst to provide first level/first point of contact IT support for the Edmonton Police Service. The successful candidate will exercise a sufficient level of technical and customer service skills to perform the following duties: 

• Provide excellent end user support and problem resolution via telephone, email and in-person communication.
• Effectively diagnose problematic situations to immediately initiate remedial procedures to restore service.
• Provide consultation, advice, and guidance in the effective application of hardware and software products.
• Record, categorize and prioritize incidents and service requests according to defined processes to meet defined SLAs.
• Escalate incidents with accurate documentation to suitable technician and/or vendor, when required.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Use remote tools and diagnostic utilities to aid in troubleshooting.
• Account management (including onboarding and off boarding of EPS Employees).
• Prepare and maintain support documentation/knowledgebase.
• Other related duties as required.

Qualifications

• Completion of the twelfth (12th) school grade.
• Relevant technical computing diploma/certificate from a recognized Community College or Technical Institute with a minimum of 750 instructional hours.
• Minimum of one (1) year experience in a computer systems support role in a customer service environment.
• An equivalent combination of recognized certified computer instruction courses or experience may be considered in lieu of a technical diploma.
• Must possess ITIL V3 or V4 certification.
• CompTIA A+ certification considered an asset.
• Excellent working knowledge of Microsoft products including – Windows 10, 11, M365.
• Excellent working knowledge of Active Directory Administration.
• Ability to diagnose problems and provide support on a wide range of applications.
• Working knowledge of mobile devices (IOS, Android).
• Experience with help desk call tracking applications.
• Experience in Ivanti Neurons for ITSM & ITAM considered an Asset.
• Experience working in a team-oriented, collaborative environment.
• Ability to work with a minimum amount of supervision, multi-task, and consistently meet deadlines.
• Excellent oral and written skills.
• Applicants may be tested.
• Must possess a valid Class 5 Driver’s License and able to provide own transportation.
• Must be willing to obtain and provide proof of business-related public liability and damage issuance of at least $1,000,000. The City of Edmonton does provide mileage compensation.
• As part of your pre-hire screening you will be required to complete an Enhanced Security Clearance. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.

Hours of Work: 

40 hours per week, rotating 12 hour shifts 0600 – 1800 and 1800 to 0600. The successful applicant must be able to work shift work, 7 days per week to provide 24-hour coverage.
 
Salary Range: 

21B, Salary Grade: 017, $30.86 - $38.76 (Hourly), $2,469.00 - $3,101.30 (Bi-Weekly), $64,441.94 - $80,943.41 (Annually). The rates quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General: 

• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer.  We welcome diversity and encourage applications from all qualified individuals.
• Include a current resume and covering letter with your online application.
• Please note that the option to work remotely is not available at this time. This position is onsite at Police Headquarters (9620-103A Avenue, Edmonton)

The Province of Alberta is a party to the Federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility with British Columbia and the New West Partnership Trade Agreement with British Columbia and Saskatchewan.  All of these agreements promote labour mobility between the Provinces.  Applicants may obtain information regarding recognition of extra provincial credentials at www.newwestpartnershiptrade.ca.

HR Technician:  CS

Classification Title: Computer Support Technician-8h
Posting Date: May 09, 2024
Closing Date: May 23, 2024 11:59:00 (MST)
Number of Openings (up to): 1 - Permanent Full-time
Union: CSU 52
Department: Edmonton Police Service
Work Location(s): Police Headquarters, 9620 - 103A Ave Edmonton T5H 0H7

Edmonton (/ˈɛdməntən/ ED-mən-tən) is the capital city of the Canadian province of Alberta. Edmonton is situated on the North Saskatchewan River and is the centre of the Edmonton Metropolitan Region, which is surrounded by Alberta's central region. The city anchors the northern end of what Statistics Canada defines as the "CalgaryEdmonton Corridor", a region spanning between Edmonton and the city of Calgary, Albertas largest city, which includes the many smaller municipalities between the two.[14]
As of 2021, Edmonton had a city population of 1,010,899 and a metropolitan population of 1,418,118, making it the fifth-largest city[15][16] and sixth-largest metropolitan area (CMA) in Canada.[17][18] Edmonton is both the northernmost city and metropolitan area in North America to have a population of over one million.[19] A resident of Edmonton is known as an Edmontonian.