[Hiring] Help Desk Analyst @Workiy

Role Description

This is a remote position.

Project: AE Help Desk Support

Client: Government of Alberta – Ministries of Education and Advanced Education

Location: 100% remote.

Hours: Monday–Friday, 8:15 AM–4:30 PM Alberta time, excluding provincial holidays.

The role provides front-line application support to members of the public and external/internal stakeholders, troubleshooting application issues, managing Help Desk tickets, coordinating with technical/business teams, maintaining documentation and known-issue repositories, and supporting testing, training, and data-related activities.

Core Responsibilities

• Provide front-line application Help Desk support to external stakeholders and end users.
• Receive, classify, document, track, and resolve application-related inquiries.
• Log and manage tickets using Help Desk/ticketing software.
• Troubleshoot issues and provide resolutions or workarounds.
• Escalate unresolved issues to appropriate technical/business teams.
• Maintain communication with clients throughout issue resolution.
• Coordinate with internal Government of Alberta teams and external stakeholders.
• Support user ID/password creation, maintenance, and identity verification.
• Investigate and resolve data discrepancies, particularly student data within Stakeholder Registry (SHR).
• Test bug fixes, application changes, and new functionality.
• Communicate application defects identified during troubleshooting/testing.
• Maintain known issues, workarounds, best practices, and support documentation.
• Develop and update user manuals and training materials.
• Identify recurring issues and future training requirements.
• Collect, edit, validate, and convert data when required.
• Prepare regular status reports on reported issues.
• Participate in application/support-related projects.
• Follow Help Desk policies, procedures, and processes.
• Identify opportunities to improve Help Desk efficiency and effectiveness.
• Cross-train within the Help Desk environment.

Qualifications

• Bachelor’s degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent.
• 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders.
• 4+ years of experience with user identity verification, user IDs, passwords, and account administration.
• 4+ years of experience using Help Desk/ticketing software for logging, categorizing, tracking, resolving, and escalating tickets.
• 4+ years of experience working directly with clients/end users and coordinating with external and internal stakeholders.
• 4+ years of experience supporting multiple applications for different stakeholder groups.
• 4+ years of experience with Microsoft Office Suite.
• Experience troubleshooting application issues and coordinating resolutions with technical and business teams.
• Experience testing bug fixes, application enhancements, and new features.
• Experience maintaining support documentation, known issues, workarounds, and best practices.

Requirements

• 1+ year developing and delivering user manuals and training materials.
• 1+ year documenting user requirements, business processes, and workflows.
• 1+ year planning, performing, or monitoring User Acceptance Testing (UAT).
• 1+ year providing end-user operational system support, including data-related support.
• 1+ year supporting web-based applications and troubleshooting across different internet browsers.
• 1+ year experience with Microsoft SharePoint 2005 or higher, including design, development, or support.