IT Customer Support II

Overview

The Customer Support II (CSII) Deskside Analyst position provides technical support for computing devices, printers, peripherals, deskside applications, mobility devices and other technology and applications to users across Alberta Health Services. The role is predominantly on‑site, hands‑on support, with remote resolution where applicable. It serves as an escalation point from Customer Support I and handles more advanced technical issues, investigating complex problems without existing precedent.

When issues cannot be resolved, the incumbent escalates to senior staff or specialized teams, and may participate in implementation activities as assigned.

As an IT Customer Support II, you will provide advanced technical support to users across AHS for information technology issues in accordance with AHS standards and practices.

• Completion of certificate in Computer Support or equivalent.

• Successful completion of a Computer Science program from a recognized institution, or related job experience.
• Three to five years’ experience in the implementation, operation, repair and maintenance of desktop equipment, applications and peripherals, preferably in the health care field.
• Sound knowledge of PC software, including Microsoft Suite, Windows XP/7/10, and A+ Certification.
• Effective time management and multi‑tasking abilities.
• Strong customer service focus and effective communication skills.
• Superior problem‑solving and conflict‑resolution skills.
• Valid Class 5 driver’s license and vehicle.
• Ability to establish priorities, schedule work and assign resources effectively.
• Analyze concerns or problems arising outside standard procedures.
• Work independently under limited supervision.
• Promote quality improvement strategies and methodologies to staff.
• Promote a cooperative work environment and spirit.
• Function effectively in English, both verbally and in writing.
• Remain current in IT field.
• Maintain and respect confidentiality.

As required.