IT Help Desk Analyst - Computer Support Technician

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 services.
• 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.