IT Customer Support II
Your Opportunity:
The Customer Support II (CSII) Deskside Analyst position provides technical support for computing devices, printer devices, peripherals, desktop applications, mobility devices and other technology and applications to a variety of users across Alberta Health Services. The CSII is predominately an onsite hands-on technical support role. The CSII may resolve issues and requests remotely where applicable. The Customer Support II can often represent an escalation point from the Customer Support I and is responsible for more advanced support of technical issues. This position also investigates more complex technical problems for which existing precedent is not currently available. 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. The position may participate in activities related to implementing the solution, as assigned by senior staff. Responding to requests for assistance and support: Assess client request; investigates to determine the root cause. Troubleshooting may involve assessing technical, workflow or user issues. Installation and support of technology and applications supported by AHS Technology Services. This includes computing devices, print devices, mobility devices and any other technology that may be existing or introduced into the AHS environment. Installation and support can be operational growth or net new requirements such as a new site or business unit requiring technology installation, removal or change.
Description:
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.
- Recovery Alberta: N
- Classification: IT Customer Support II
- Union: AUPE GSS
- Unit and Program: Information Technology
- Primary Location: Red Deer Regional Hospital
- Location Details: As Per Location
- Multi-Site: Not Applicable
- FTE: 1.00
- Posting End Date: 06-FEB-2025
- Temporary Employee Class: Temp F/T Benefits
- Date Available: 16-FEB-2025
- Temporary End Date: 30-NOV-2025
- Hours per Shift: 7.75
- Length of Shift in weeks: 2
- Shifts per cycle: 10
- Shift Pattern: Days
- Days Off: Saturday/Sunday
- Minimum Salary: $31.13
- Maximum Salary: $38.01
- Vehicle Requirement: Not Applicable
Completion of certificate in Computer Support or equivalent.
Additional Required Qualifications:A post-secondary certification or diploma in an Information Technology related discipline required.
Preferred Qualifications: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 is a definite asset. Applicants with ITIL certification will be given preference but will consider other applicable certifications in lieu of ITIL certification.
Please note:
All postings close at 23:59 MT of the posting end date indicated.
Security Screening:
A satisfactory criminal record check and/or Vulnerable Sector Search is required prior to your first day of work. Additionally, all employees have an ongoing duty to disclose any charges or convictions that may occur during their employment with 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 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.
