IT Customer Support I

Information Technology
ALB00156055 Requisition #

Your Opportunity:

The Customer Support I is typically the first point of contact for users with technical issues and spends the majority of time investigating, diagnosing and resolving tickets and problems utilizing processes, guidelines and documented procedures. Primary Responsibilities: Your primary responsibility is to assist with problem resolution by diagnosing and troubleshooting problems, logging calls into the call tracking application, dispatching as necessary, and ensuring customer satisfaction. Participates in 24 x 7 on-call rotation and major incident call-outs, as required. Investigating and Responding to Technical Issues. Troubleshoot problems following documented procedures and guidelines. 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 customer support tickets. Deploying new software and provide advice to users in the deployment of hardware. Complete installation and configuration of software.


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: Quarry Crossing
  • Multi-Site: Not Applicable
  • FTE: 0.00
  • Posting End Date: 07-AUG-2020
  • Employee Class: Casual/Relief
  • Date Available: 31-AUG-2020
  • Hours per Shift: Varies
  • Length of Shift in weeks: Varies
  • Shifts per cycle: Varies
  • Shift Pattern: Days, Evenings, Nights, Weekends, On Call
  • Days Off: Other
  • 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 Computing Science program from a recognized institution, or related job experience required. 2 to 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 2003-2010, Windows XP, Windows 7, Active Directory, and PC configurations. Proficient keyboarding skills are required. A customer service focus and strong communication skills are essential. Superior problem-solving and decision making abilities.

Preferred Qualifications:

A+ or similar certification preferred. Experience with VMware Service Manager (VSM). ITIL Foundation. Previous health care experience is considered an asset. Good typing skills. Excellent Customer Service attitude.

Please note:

All postings close at 23:59 of the posting end date indicated.


Alberta Health Services (AHS) is committed to ensuring the safety of staff and patients and requires all NEW employees to provide a satisfactory criminal record check (CRC) and/or Vulnerable Sector Search(VSS) prior to the start of their employment. The CRC/VSS must be specific to the role at AHS and must be dated no more than 90 days prior to the date on your written offer from AHS.

Healthy Albertans. Healthy Communities. Together.

We’re passionate about what we do.  Our team of skilled and dedicated health care professionals, support staff and physicians who promote wellness and provide health care every day, all across Alberta. 

Everything we do at AHS reflects a patient and family centred approach; it’s about putting patients’ and families’ experiences, priorities and trust first.

We are an equal opportunity employer. AHS values the diversity of the people and communities we serve and is committed to attracting, engaging and developing a diverse and inclusive workforce.

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