Help Desk Analyst - Senior 00000578

StafinGo is recruiting a Senior Application Help Desk Analyst for the Government of Alberta’s AE Help Desk Support project. You will be the first point of contact for members of the public, school authorities, and post-secondary stakeholders using the online systems run by the ministries of Education and Advanced Education. The job is to troubleshoot application issues directly with users, move tickets through to resolution, and keep the known-issues library and training material current as patterns emerge.

This is a 100% remote contract, but the work must be performed from within Alberta for network and data security reasons.

Key Responsibilities

Front-line application support
• Receive, log, and classify inquiries in the Help Desk ticketing software; resolve at first contact where possible and escalate to the next level of expert support when needed.
• Keep users informed on the status of their inquiry from intake through to resolution.
• Verify user identity and assign and maintain user IDs and passwords.
• Resolve data discrepancies related to student data within the Stakeholder Registry (SHR), including collecting, editing, validating, and converting data.
Coordination and testing
• Work with technical and business teams, and with ministry resources, to resolve client issues and investigate alternative solutions.
• Report application errors found during call resolution and retest once fixes are deployed; test bug fixes, end-user solutions, and new application features.
• Coordinate Help Desk communications to external stakeholders, other GoA departments, and internal staff.
Knowledge, training, and reporting
• Maintain a repository of known problems, workarounds, and best practices for each supported application.
• Track inquiry trends to identify training needs; help revise training material, arrange training with stakeholders, and participate in delivery.
• Produce regular status reports on all reported issues and develop and maintain Help Desk documentation.
• Recommend process and system improvements, follow Help Desk policy and procedures, participate in related projects, and cross-train within the Help Desk team.

Qualifications & Experience

Required
• Bachelor’s degree or diploma in IT, Computer Science, Math, or Engineering, or equivalent.
• 4 years as an Application Help Desk Analyst working with external stakeholders.
• 4 years with user identity verification processes and maintaining user IDs and passwords.
• 4 years using Help Desk / ticketing software (or equivalent).
• 4 years working directly with clients and coordinating with both external stakeholders and internal teams.
• 4 years supporting multiple applications for multiple stakeholder groups at the same time.
• 4 years working with the Microsoft Office suite.
• Eligible for an Enhanced Security Clearance, and able to provide a current criminal record check before starting.
• Able to confirm no conflict of interest with the Government of Alberta engagement.
• Located in Alberta for the duration of the contract.

Nice to Have (1 year or more)
• Developing and delivering user manuals and training materials.
• Documenting user requirements, business processes, and workflows.
• Planning, performing, or monitoring user acceptance testing (UAT).
• End-user operational system support, including data-related support.
• Supporting web-based systems across multiple internet browsers.
• Microsoft SharePoint (2005 or later) design and development.

Working Setup
• Your own computer running a current version of Windows (preferred) or macOS that is compatible with Azure Virtual Desktop. Equipment, software, and workspace are the contractor’s responsibility.
• Occasional on-site meetings in Edmonton are possible with notice; travel and related costs are not reimbursed.
• Mandatory GoA training on start, including FOIP (Freedom of Information and Protection of Privacy) and security awareness.

StafinGo is an equal opportunity employer. We welcome applications from all qualified candidates and are committed to providing an inclusive and accessible recruitment process. Accommodations are available upon request at any stage of the hiring process.

This posting does not require Canadian work experience, and none has been requested as a condition of eligibility, in accordance with Ontario’s Employment Standards Act, 2000.

All candidates who are interviewed for this position will be notified of a hiring decision within two weeks of their interview.

No AI is used to screen or evaluate candidates; those decisions remain with our recruitment team. If your background aligns with the requirements of the role, a member of our team will contact you regarding next steps. We thank all applicants for their interest; however, only those selected for further consideration will be contacted directly.