IT Customer Support II

Job Overview

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 users across Alberta Health Services. The CSII is predominantly an onsite, hands‑on technical support role, but may resolve issues and requests remotely when applicable. The CSII often serves as an escalation point from the Customer Support I and is responsible for advanced support of technical issues.

This position investigates complex technical problems for which existing precedent is unavailable. When a problem cannot be resolved at this level, the incumbent escalates the issue to more senior staff or specialized technical teams for resolution. The CSII may also participate in activities related to implementing solutions, as assigned by senior staff.

Responding to requests for assistance and support involves assessing the client’s request, investigating to determine the root cause, and troubleshooting technical, workflow, or user issues. The CSII installs and supports technology and applications supported by AHS Technology Services, including computing devices, print devices, mobility devices, and other technology that enters the AHS environment. Installation and support can support operational growth or net new requirements such as a new site or business unit requiring technology installation, removal, or change.

Red Deer Regional Hospital, Alberta Health Services.

• Completion of a certificate in Computer Support or equivalent.

• A post‑secondary certification or diploma in an Information Technology related discipline.

• 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.
• Previous experience in a healthcare environment.
• ITIL certification (or other applicable certifications).