GOAPRDJP– Help Desk Analyst – Senior

Client:
Government of Alberta - GOAPRDJP

We are seeking an experienced Senior Help Desk Analyst to provide frontline application support to end users and external stakeholders accessing large-scale enterprise applications for the Government of Alberta
. The successful candidate will have strong experience in application help desk operations, user identity verification, account and permission management, troubleshooting, stakeholder communication, Help Desk software, application support, documentation, testing, and end-user training.

The role will primarily support various online systems associated with the ministries of Education and Advanced Education
, working directly with end users to troubleshoot technical issues and ensure timely and effective resolution of application-related inquiries.

• Job Title:
  
  GOAPRDJP
  - Help Desk Analyst
  - Senior
• Client:
  Government of Alberta
• Work Location:
  
  7000 - 113 ST, Edmonton, Alberta, CAN, T6H 5T6
• Work Arrangement:
  Remote
• Estimated
  
  Start Date:
  
  October 19, 2026
• Estimated End Date:
  March 31, 2027
• Business Days: 113.00
• Estimated Hours per Day: 7.25
• Maximum Extension Term: 6 Months

• Experience as an Application Help Desk Analyst in working with external stakeholders, and providing assistance, troubleshooting, training to inquiries in large-scale enterprise applications. Information on applications supported must be included in claimed experience. 4 years
• Experience in user identity verification processes, and maintaining user IDs, passwords and accounts permission levels for business applications. 4 years
• Experience in utilization of any of the following Help Desk software or equivalency: BMC Remedy, Cherwell, MS Team Foundation Server, Rational Clear Quest, HEAT, etc. 4 years
• Experience working directly with clients, and coordinating with both external stakeholders and internal business areas to ensure communications are relayed to all parties. 4 years
• Experience working on supporting multiple applications for various stakeholders at one time. 4 years
• Experience working with Microsoft Office tool suites. 4 years

• Experience developing and delivering user manuals and training materials. 1 year
• Experience documenting user requirements, business processes, and workflows. 1 year
• Experience in planning/performing/monitoring User Acceptance Testing (UAT). 1 year
• Experience providing end-user operational system support, including data collection, data editing, data validation and data conversion within an enterprise system that contains user information. 1 year
• Experience supporting web-based systems with knowledge of various internet browsers using multiple devices, including but not limited to:
  Internet Explorer, Google Chrome, Edge, Firefox, and Safari. 1 year
• Experience with the design, development, implementation, integration, and support of Microsoft SharePoint 2005 and higher. 1 year

The Application Help Desk Analyst role will provide frontline support primarily to members of the public accessing various online systems in relation to the ministries of Education and Advanced Education. The analyst works directly with end users to troubleshoot technical issues.

The resource will be assigned to support various business areas for application support. However, this role may be reassigned to work in other business areas as required.

• Help Desk Analyst works directly with end users to troubleshoot technical issues.
• Receive and respond to inquiries related to applications supported by the Help Desk.
• Advise inquirers of any resolution to an inquiry.
• Utilize Help Desk software to enter tickets and retrieve logged calls for resolution, or forward pending inquiries to the next level of expert support.
• Work effectively through communication with…