Help Desk Analyst - Intermediate

Help Desk Analyst - Intermediate Intro

On behalf of of our government client, Procom is seeking a dedicated and experienced Help Desk Analyst at the Intermediate level for a contract position in Edmonton, Alberta.


Help Desk Analyst - Intermediate Job Details

This role is essential in supporting the Court Technology Services by providing technical assistance and troubleshooting for end users. The ideal candidate will possess excellent communication skills and a strong technical background.


Help Desk Analyst - Intermediate Responsibilities

As a Help Desk Analyst, you will:

• Work directly with end users to troubleshoot technical issues, respond to inquiries related to applications, and utilize Help Desk software to manage and resolve tickets.
• You will collaborate with technical and business teams to resolve client issues, monitor the progress of solutions, and ensure effective communication with both internal and external stakeholders.
• Additional responsibilities include testing end-user solutions, maintaining a repository of known issues and best practices, and participating in related projects.
  
  
  

Help Desk Analyst - Intermediate Mandatory Skills

• Bachelor’s degree or diploma in IT, Computer Science, Math, Engineering, or equivalent.
• Eligibility for Enhanced Security Clearance.
• 4 years of experience as an Application Help Desk Analyst working with external stakeholders.
• 4 years of experience in user identity verification processes and maintaining user IDs, passwords, and user accounts.
• 4 years of experience using Help Desk software such as BMC Remedy, Cherwell, or MS Teams Foundation server.
• 4 years of experience working directly with clients and coordinating with both external and internal stakeholders.
• 4 years of experience supporting multiple applications for various stakeholders simultaneously.
• 4 years of experience with Microsoft Office tool suites.
  
  
  

Help Desk Analyst - Intermediate Desired Skills

• 2 years of experience developing and delivering user manuals and training materials.
• 2 years of experience documenting user requirements, business processes, and workflows.
• 2 years of experience in planning, performing, and monitoring User Acceptance Testing.
• 2 years of experience providing end-user operational system support, including data validation and data collecting.
• 2 years of experience supporting web-based systems with knowledge of various internet browsers.
• 2 years of experience using Microsoft SharePoint.
  
  
  

Help Desk Analyst - Intermediate Start Date

ASAP


Help Desk Analyst - Intermediate Location

This position is onsite in Edmonton. Work must be conducted from within Alberta to comply with network and data security requirements.