IT Customer Support II

Your Opportunity:
The IT Customer Support II (CSII) Deskside Analyst position provides technical support for computing devices, printer devices, peripherals, deskside 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. Successful candidate's work site may change as needed.

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 elevate 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 managers or senior staff.

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.

• Transition Company: Health Shared Services
• Classification: IT Customer Support II
• Union: AUPE GSS
• Unit and Program: Technology Client Support Services
• Primary
  
  Location:
  
  U of A Hospital
• Location Details: As Per Location
• Multi-Site: Not Applicable
• FTE: 1.00
• Posting End Date: 08-SEP-2026
• Employee Class: Regular Full Time
• Date Available: 21-SEP-2026
• 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: $34.01
• Maximum Salary: $41.53
• Vehicle Requirement: Driver's License, Vehicle Provided

• Completion of certificate in Computer Support or equivalent.

• Successful completion of Computer Science program from a recognized institution or related job experience is required.
• Three to five years’ experience in the implementation, operation, repair and maintenance of desktop equipment, applications and peripherals, preferably in the health care field.
• A sound knowledge of PC Software, including Microsoft Suite of products, Windows XP/7/10/11, A+ Certification.
• Effective time management and multi-tasking abilities.
• A strong customer service focus and effective communication skills are essential as well as superior problem-solving and conflict resolution skills.
• Class 5 driver's license or non GDL.
• Establish priorities, schedule work and assign resources effectively.
• Analyze concerns or problems arising that fall outside of 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.

• As Required.