Original job description
Your Opportunity:
Health Shared Services (HSS) delivers essential services that support both clinical and non-clinical teams across Alberta’s healthcare system. Working in partnership with the teams we serve, we share a common purpose: enabling timely, high-quality care for patients and families throughout the province. The Information Technology (IT) team supports nearly every aspect of Alberta’s healthcare system, providing expertise in computer systems, electronic communications, software, security, and information management. Our work helps improve patient care processes and supports the effective operation and management of the organization. We are currently seeking an IT Customer Support I to join our Service Desk team, providing frontline technical support for IT systems across the province. As a Customer Support I Service Desk Analyst, you will deliver Tier 1 technical support primarily over the phone. The Service Desk operates 24 hours a day, 7 days a week, 365 days a year, supporting Alberta’s healthcare system customers and affiliates. Issues that cannot be resolved at first contact are escalated to senior support staff or specialized technical teams for further investigation. Key Responsibilities: Respond to customer requests for technical assistance and perform initial troubleshooting. Diagnose issues, identify solutions, and take corrective action or provide guidance to achieve resolution. Provide “how-to” support and user education. Create, document, and update support tickets accurately and thoroughly. Contribute feedback and input to improve Service Desk documentation and processes. Perform basic software installation and configuration. This part time (0.54) position follows a 6-week shift rotation covering shifts outside of core business hours.
Description:
As an IT Customer Support I, you will provide the first level of technical support for clinical and non-clinical staff and departments. Your typical duties include receiving and handling initial helpdesk requests for IT support; responding to common requests for support as well as participating in the set up and maintenance of computer software, hardware and systems.
Transition Company: Health Shared Services Classification: IT Customer Support I Union: AUPE GSS Unit and Program: Information Technology, Service Desk North Primary Location: CN Tower Location Details: Eligible to work hybrid (on/off site) within Alberta Multi-Site: Not Applicable FTE: 0.54 Posting End Date: 05-OCT-2026 Employee Class: Regular Part Time Date Available: 26-OCT-2026 Hours per Shift: 5.0, 6.75, 7.75 Length of Shift in weeks: 6 Shifts per cycle: 11, 12, 15 Shift Pattern: Days, Evenings, Nights, Weekends Days Off: As Per Rotation Minimum Salary: $29.23 Maximum Salary: $35.71 Vehicle Requirement: Not Applicable
Required Qualifications:
Completion of certificate in Computer Support or equivalent.
Additional Required Qualifications:
Successful completion of a degree or diploma in relevant field from a recognized institution. 2-3 years of experience working in a support desk environment that deals with calls from a varied user base. A sound knowledge of PC software, including Microsoft 365, Windows 11, MS Teams, Active Directory, Citrix and PC configurations. Proficient troubleshooting VPN technologies. Required: A customer service focus and strong communication skills are essential. Sound problem-solving and decision-making abilities. Proficient keyboarding skills.
Preferred Qualifications:
A+ or similar certification preferred. Experience with ServiceNow or other relevant ticketing systems. Experience with Call Centre phone systems - Genesys. ITIL Foundation. Previous health care experience.
More about this job
Responsibilities
Provide frontline, Tier 1 technical support to clinical and non-clinical users by phone, troubleshoot common IT issues, and resolve requests or escalate them to specialized teams. Document and update support tickets, provide user guidance, perform basic software installation and configuration, and contribute to improving Service Desk processes.
Requirements
A computer support certificate or equivalent is required, along with a degree or diploma in a relevant field from a recognized institution. Applicants need 2–3 years of support desk experience, knowledge of Microsoft 365, Windows 11, Teams, Active Directory, Citrix, PC configurations and VPN troubleshooting, as well as strong customer service, communication, problem-solving, decision-making, and keyboarding skills.
Skills
- Customer Service
- Technical Support
- Troubleshooting
- Problem-Solving
- Decision-Making
- Communication
- Microsoft 365
- Windows 11
- Microsoft Teams
- Active Directory
- Citrix
- PC Configuration
- VPN Troubleshooting
- Ticket Documentation
- Software Installation and Configuration
- Service Desk Support
Visa sponsorship
Not detected in the job text
Categories
- Technology
- Customer Service & Support
- Healthcare
Keywords
- Information Technology
- Service Desk
- Tier 1 Support
- Customer Support
- Technical Support
- Microsoft 365
- Windows 11
- Microsoft Teams
- Active Directory
- Citrix
- PC Configuration
- VPN
- ServiceNow
- Genesys
- ITIL Foundation
- A+ Certification
- Ticketing Systems
- Troubleshooting
- Software Installation
- Software Configuration
- Call Centre
- Healthcare
- User Education
- Customer Service
- Shift Rotation
