Alberta Health Services (AHS) is the largest health-care provider in Canada, responsible for the delivery of health care to more than 3.9 million Albertans. Working at AHS is about making a difference. The Information Technology team touches almost every aspect of AHS providing the technical expertise and support for computers, computerization, electronic communications, software, security, and information systems to improve the patient care processes and the operation and management of the organization. The IT Customer Support I - Service Desk Analyst is responsible for providing tier 1 technical support over the phone. Technical issues will be related to desktop applications, user specific applications, and user hardware devices such as computers, laptops, printers, peripheral, and mobility devices. The majority of time is spent investigating, diagnosing and resolving issues utilizing processes, guidelines and documented procedures. Where the problem cannot be resolved by this position, the incumbent will escalate the issue to more senior staff or a specialized technical team for resolution. Primary responsibilities: Investigating and Responding to Technical Issues: Respond to customer requests for assistance and perform initial assessment. Identify a solution based on available information and take corrective action or provide information to reach a resolution. Provide “how to” information or instruction to customers. Create and update support tickets. Providing feedback and input on service desk documentation and processes. Complete installation and configuration of software. Participates in on-call rotation and major incident call-outs, as required. 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. Classification: IT Customer Support I Union: AUPE GSS Department: IT Service Desk (N) Primary Location: CN Tower Multi-Site: Not Applicable FTE: 1.00 Posting End Date: 22-APR-2020 Employee Class: Regular Full Time Date Available: 04-MAY-2020 Hours per Shift: 7.75 Length of Shift in weeks: 2 Shifts per cycle: 10 Shift Pattern: Days, Evenings, Nights, Weekends, On Call Days Off: As Per Rotation Minimum Salary: $25.91 Maximum Salary: $31.64 Vehicle Requirement: N/A 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 Office 2003-2016, Windows XP, Windows 7, Windows 10, Active Directory, Citrix and PC configurations. Proficient with VPN technologies. 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 Alemba vFire. Experience with Call Centre phone systems – Genesys. ITIL Foundation. Previous health care experience.
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