Assist the IT Customer Support I with problem escalations, logging calls into the call tracking application, dispatching as necessary, and ensure customer satisfaction. Investigate and respond to technical issues. Respond to escalated customer requests for assistance. Identify a solution where there is not existing precedent or documentation and take corrective action to reach a resolution. Lead, execute and complete project work within the department as assigned. Revise manuals and department process documents. Create and maintain technical support and training documents. Develop and foster relationships with business units. Run predefined report queries and review for quality assurance. Participates in 24/7 on-call rotation and major incident call-outs, as required. Assess requests for access to determine whether there is a legitimate business need for access to information. Adds, updates and maintains user accounts to reflect changes to access. Assess client problem; investigates to determine the cause of the issue. Identify a solution where there is not existing precedent or documentation and takes corrective action to reach a resolution. In some cases, complex/technical issues are escalated to the Customer Support II for resolution, while in other cases the Customer Service. Carries out activities in support of both small and large projects, as well as operational initiatives. Lead project work/operational initiatives within the department. Executes phases or components of projects. Completes project tasks as assigned. Create and update customer support tickets. Revise manuals and department documents. Create and maintain technical support and training documents. Provide input into department processes, guidelines and procedures. Develop and foster relationships with business units.
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.
- Classification: IT Customer Support II
-
Union: AUPE GSS
-
Unit and Program: IT Service Desk South
-
Primary Location: Quarry Crossing
-
Location Details: Eligible to work remotely within Alberta
-
Multi-Site: Not Applicable
-
FTE: 0.00
-
Posting End Date: 06-OCT-2023
-
Employee Class: Casual/Relief
-
Date Available: 16-OCT-2023
-
Hours per Shift: Varies
-
Length of Shift in weeks: Varies
-
Shifts per cycle: Varies
-
Shift Pattern: Days, Evenings, Nights, Weekends, On Call
-
Days Off: Other
-
Minimum Salary: $31.13
-
Maximum Salary: $38.01
-
Vehicle Requirement: Not Applicable
Required Qualifications:
Completion of certificate in Computer Support or equivalent.
Additional Required Qualifications:
Post-secondary degree or diploma in Computing Science program or related job experience. Sound knowledge of PC software, including Microsoft Office, Windows, Active Directory, and PC configurations. Proficient keyboarding skills. 3+ years’ experience in a support desk environment. Customer service focus and strong communication skills. Superior problem-solving and decision-making abilities. Ability to work in a 24x7 on-call rotation.
Preferred Qualifications:
Previous healthcare experience is considered. A+ or similar certification preferred, ITIL Foundation, experience with ServiceNow. Experience with Ivanti Management Suite.
