IT Customer Support II

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 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. 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 escalate 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 senior staff. Responding to requests for assistance and support: Assess client request; investigates to determine the root cause. Troubleshooting may involve assessing technical, workflow or user issues. Installation and support of technology and applications supported by AHS Technology Services. This includes computing devices. print devices, mobility devices and any other technology that may be existing or introduced into the AHS environment. Installation and support can be operational growth or net new requirements such as a new site or business unit requiring technology installation, removal or change.

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.

Completion of certificate in Computer Support or equivalent.

A post-secondary certification or diploma in an Information Technology related discipline required.

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 an asset. Previous experience in a healthcare environment is a definite asset. Applicants with ITIL certification will be given preference but will consider other applicable certifications in lieu of ITIL certification.