The Information Technology (IT) Department is looking for an enthusiastic team member to provide desktop support to Alberta Health Services facilities in the Calgary zone. The Deskside Analyst will assist users with computer, software, and network problems or questions. Assistance is occasionally provided over the phone, but more likely involves field troubleshooting, training assistance, or other support. Depending on the assignment, this position provides support for software, local area network (LAN) connections, telecommunications, computer hardware (such as PC’s, printers, and any other peripheral devices), and commercial software packages (such as word processing, spreadsheets, electronic mail, and calendaring applications). Incumbents use a variety of online monitoring and diagnostic software tools, reference manuals, vendors, and on-the-job experience to solve problems and provide “how-to” instructions. Work is performed with minimal supervision and performance is evaluated on an ongoing basis.
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.
Additional Required Qualifications:A post-secondary certification or diploma in an Information Technology related discipline required. Minimum of 2 years Deskside experience within the last 5 years. Experience includes implementation, operation, repair, and maintenance of computer equipment, applications, and peripherals. Applicants with ITIL certification will be given preference but will consider other applicable certifications in lieu of ITIL certification. In depth knowledge of Microsoft Operating Systems and Microsoft Office Suite. The ability to lift 22 Kg (50 lbs.). Position involves sitting, standing, walking for extended periods. Position may be required to work at computer terminal for extended periods of time. Function effectively within a highly demanding, dynamic work environment. Communicate effectively in English, both verbally, and in writing. Commit to a high level of customer satisfaction. Remain current in IT field. Travel to areas throughout Calgary zone. Please Note: The selected candidate will be required to participate in an after-hours on-call rotation.
Preferred Qualifications:Proven customer service skills and experience in an organization of significant size and complexity is an asset. Previous experience in a healthcare environment is a definite asset. Establish priorities, schedule work, and assign resources effectively. Promote quality improvement strategies and methodologies to staff.
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