Application Help Desk Analyst - 100 Remote

Job Description

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 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.



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