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IT Customer Support II

Information Technology
Alberta Health Services
ALB00081159 Requisition #
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Your Opportunity:

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. In supporting user access and identity management, you will be responsible for access provisioning for various clinical applications, security group management and administrative user accounts within a Microsoft Active Directory environment and Identity Access Management environment. You must understand and properly enforce the principle of "Least Privilege", as well as understand proper usage and implications of explicit and inherited ACEs. Primary Responsibilities will include, but are not limited to: Data cleansing, inactivity cleanup, investigating user authentication/access issues, working with various technical teams and health care area. Participate/provide input in department process guidelines and procedures. Troubleshooting access problems: If clients can't access their clinical applications, you will provide phone support for troubleshooting such as validating appropriate access security roles, completion of training, and required information of their request was submitted correctly, validating approvals. The goal is to give the right access to the right people at the right time. You will work both independently, analyzing and offering solutions to requests or incidents, and in a team environment, mentoring and training junior staff members under the general supervision of the manager. This position requires you to participate in a 24/7 on call rotation. This responsibility requires a basic knowledge of all applications supported by IT Access and may add 3 - 20 hours of work per rotation. Your personal and professional growth is vital to the success of our team and AHS is committed to supporting you in your objectives.


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.

  • Classification: IT Customer Support II
  • Union: AUPE GSS
  • Department: (CORP) IT Access
  • Primary Location: CN Tower
  • Multi-Site: Not Applicable
  • FTE: 1.00
  • Posting End Date: 17-JAN-2019
  • Employee Class: Regular Full Time
  • Date Available: 04-FEB-2019
  • Hours per Shift: 7.75
  • Length of Shift in weeks: 2
  • Shifts per cycle: 10
  • Shift Pattern: Days, On Call
  • Days Off: Saturday/Sunday
  • Minimum Salary: $29.84
  • Maximum Salary: $36.44
  • Vehicle Requirement: N/A
Required Qualifications:

Completion of certificate in Computer Support or equivalent.

Additional Required Qualifications:

Completion of diploma or degree in an Information Technology discipline or equivalent job experience. 1-2 years’ experience in a Technical Support role. Sound knowledge of PC software, including Microsoft Office, IAM (Identity Access Management), RSA Console Management, Active Directory User Management, Workstation Operating Systems and Server Operating Systems. Proficient keyboarding skills and Adobe Acrobat PDF file management. Customer service focus and strong verbal and written communication skills. Exceptional problem-solving and decision making abilities. Experience assisting users with computer, software and network problems or questions. Experience providing field troubleshooting, training assistance, or other support over the phone. Experience providing 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). Knowledge of the use of online monitoring software tools, reference manuals, and on-the-job experience to solve problems and provide 'how-to' instructions to users. Ability to work with minimal supervision. Participate in a 24/7 on call rotation.

Preferred Qualifications:

3 years or more in a Support Desk environment with Health Care IT experience, ITIL V3 Foundation Certificate and VMware Svc. Mgr. preferred. Intermediate knowledge: MS Office Suite 2003+; MS AD Svr 2003+; Quest Active Roles Mgmt Console/Shell; MS Workstation OS (XP, Win7, Win10); Scripting languages (PowerShell, Visual Basic, Batch, Kix32); NTFS File Systems. Basic/Working knowledge: LDAP.

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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