Application Help Desk Analyst - 100% Remote

Application Help Desk Analyst – Remote

Public sector contract opportunity seeking 4 IT support professionals to provide application help desk services for Education and Advanced Education systems. This Alberta-based remote role focuses on ticket management, user access support, stakeholder coordination, and secure operations requiring enhanced security clearance eligibility.

What is in it for you:

• Hourly salary of $40-50, based on experience.
• 12-month contract with a maximum extension term of 6 months.
• Full-time position: 36.25 hours per week.
• Weekday schedule from 8:15 am to 4:30 pm.
• Remote work opportunity within Alberta.

Responsibilities

• Provide front-line application support to members of the public and stakeholders accessing online systems related to Education and Advanced Education.
• Receive, log, categorize, and manage inquiries using Help Desk software.
• Troubleshoot technical issues and resolve incidents or escalate to the appropriate support level when required.
• Communicate resolutions and provide status updates to clients throughout the incident lifecycle.
• Collaborate with technical teams, business areas, and external stakeholders to resolve issues efficiently.
• Assign, maintain, and verify user IDs and access credentials in accordance with identity verification processes.
• Monitor inquiry trends to identify recurring issues and recommend process or training improvements.
• Test solutions, bug fixes, and application enhancements to validate issue resolution.
• Maintain documentation, including known issues, workarounds, best practices, and status reports.
• Support data validation and discrepancy resolution activities as required.
• Participate in related projects, user acceptance testing, and cross-training initiatives.
• Ensure compliance with established Help Desk policies, procedures, and security protocols.
• Identify and recommend operational improvements to enhance service efficiency and effectiveness.

What you will need to succeed:

• Bachelor’s degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or equivalent education and experience.
• 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders.
• 4+ years of experience in user identity verification and access management.
• 4+ years of experience using Help Desk software to manage incidents and service requests.
• 4+ years of experience collaborating with clients, technical teams, and business stakeholders.
• 4+ years of experience supporting multiple applications in a multi-stakeholder environment.
• 4+ years of experience with Microsoft Office tool suites.
• 1+ year of experience with Microsoft SharePoint 2005 or higher.
• 1+ year of experience developing training materials and user documentation.
• 1+ year of experience documenting business processes and user requirements.
• 1+ year of experience supporting user acceptance testing activities.
• 1+ year of experience providing end-user operational system support.
• 1+ year of experience supporting web-based systems across various internet browsers.
• Eligibility for Enhanced Security Clearance.

The candidate must provide their own computer equipment, preferably a Windows-based device compatible with secure remote access requirements.

Why Recruit Action?

Recruit Action (agency permit: AP-2504511) provides recruitment services through quality support and a personalized approach. As part of the screening process, some applications may be reviewed using artificial intelligence tools. Only candidates who meet the hiring criteria will be contacted.

# GOAPRDJP00000850

Pay: $40.00-$50.00 per hour

Expected hours: 37.50 per week

Benefits

• Work from home

Application question(s):

• Are you located in Alberta?
• Do you have your own Windows computer?

Experience

• Application Help Desk Analyst: 4 years (required)
• Identity verification processes and maintaining user IDs: 4 years (required)
• Using Help Desk software: 4 years (required)
• Working with Microsoft Office suite: 4 years (required)
• Microsoft SharePoint 2005 or higher: 1 year (required)
• Developing/Delivering user manuals and training materials: 1 year (preferred)
• Documenting requirements, processes, and workflows: 1 year (preferred)
• Performing and monitoring UAT: 1 year (preferred)
• Providing end-user system support: 1 year (preferred)
• Supporting web-based systems and browsers: 1 year (preferred)

Work Location: Hybrid remote in Edmonton, AB T6H 5T6