IT Customer Support II

The Customer Support II (CSII) Deskside Analyst provides technical support for computing devices, printers, peripherals, desktop applications, mobility devices, and other technologies for users across Alberta’s PHAs and PHCs. This is primarily an onsite, hands-on role, with some issues resolved remotely where possible. The CSII serves as an escalation point from Customer Support I, handling more complex technical issues and investigating problems without established solutions. When necessary, issues are escalated to senior staff or specialized teams. The role may also assist in implementing solutions as directed. Responsibilities include responding to support requests, assessing client needs, identifying root causes, and troubleshooting technical, workflow, or user-related issues. The CSII installs, supports, and maintains AHS Technology Services systems, including new deployments or changes such as site setups, equipment installations, or removals. This role includes significant travel, requiring 3-5 days per week with overnight stays in various communities. It is a travel-focused position, with expenses paid upfront by the incumbent and reimbursed accordingly.

As an IT Customer Support II, you will provide advanced technical support to a variety of users across AHS for information technology issues in accordance with AHS standards and practices.

Completion of certificate in Computer Support or equivalent.

A post-secondary certification or diploma in an Information Technology related discipline required. Minimum of 2 years deskside experience within the last 5 years. Proven customer service skills and experience in an organization of significant size and complexity an asset. Previous experience in a healthcare environment and ITIL is a definite asset.

As Required.