IT Customer Support I – Service Desk

Health Shared Services (HSS) delivers essential services that support both clinical & 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 & 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, & information management. Our work helps improve patient care processes & supports the effective operation & 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’s customers & affiliates. Issues that cannot be resolved at first contact are escalated to senior support staff or specialized technical teams for further investigation. This position provides support to shifts where needed which can include days, evenings, nights, weekends & holidays. This is a casual relief position. Key Responsibilities: Respond to customer requests for technical assistance & perform initial troubleshooting. Diagnose issues, identify solutions, & take corrective action or provide guidance to achieve resolution. Provide “how-to” support & user education. Create, document, & update support tickets accurately & thoroughly. Contribute feedback & input to improve Service Desk documentation & processes. Perform basic software installation & configuration.

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.

Completion of certificate in Computer Support or equivalent.

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.

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.