Help Desk Analyst – Senior
Position: Help Desk Analyst – Senior
Requisition ID: GOAPRDJP00000850
Client: Government of Alberta
Duration: Contract (with possible extension)
Work Location: Remote (Must be located within Alberta)
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
Requirements
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