Help Desk Analyst

Job Title: Help Desk Analyst – Application Support

Location: Edmonton, AB – Remote

Working Hours: 8:15 AM – 4:30 PM Alberta Time, Monday–Friday

Work Eligibility: Work must be performed from within Alberta

About the Role

We are seeking an experienced Help Desk Analyst to provide frontline application support to external users accessing online systems. The role will troubleshoot application issues, manage support tickets, coordinate with technical and business teams, and ensure users receive timely and accurate resolutions.

The successful candidate will also support application testing, documentation, training materials, data validation, and continuous improvement across multiple enterprise applications.

Key Responsibilities

• Provide frontline application support and troubleshooting to external stakeholders.
• Receive, classify, document, and resolve inquiries through Help Desk/ticketing systems.
• Escalate complex issues to appropriate technical or business teams and monitor resolution progress.
• Maintain communication with users and stakeholders throughout the issue-resolution process.
• Test bug fixes, application enhancements, and end-user solutions.
• Maintain repositories of known issues, workarounds, resolutions, and best practices.
• Support user ID, password, and account permission management.
• Identify recurring issues and recommend process, system, or training improvements.
• Develop and maintain user documentation, manuals, training materials, and support procedures.
• Support UAT, data collection, editing, validation, and conversion activities.
• Prepare status reports and communicate application errors and resolutions.
• Cross-train within the Help Desk environment and participate in related projects.

Mandatory Skills & Qualifications

• Bachelor's degree or diploma in IT, Computer Science, Mathematics, Engineering, or equivalent experience.
• 12+ years as an Application Help Desk Analyst supporting external stakeholders and troubleshooting enterprise applications.
• 12+ years of experience with user identity verification, user IDs, passwords, and application permissions.
• 12+ years using Help Desk/ticketing platforms such as BMC Remedy, Cherwell, MS Team Foundation Server, Rational ClearQuest, HEAT, or equivalent.
• 9+ years working directly with clients and coordinating communications between external stakeholders and internal business teams.
• 14+ years supporting multiple applications and stakeholder groups simultaneously.
• 14+ years of experience with Microsoft Office tools.
• 5+ year developing and delivering user manuals and training materials.
• 5+ year documenting user requirements, business processes, and workflows.
• 5+ year planning, performing, or monitoring User Acceptance Testing (UAT).
• 5+ year providing operational system support involving data collection, editing, validation, and conversion.
• 10+ year supporting web-based applications across multiple browsers and devices.
• 10+ year with Microsoft SharePoint design, development, implementation, integration, and support.
• Ability to complete Criminal Records Check and Enhanced Security Clearance, including credit check, prior to commencement.

Preferred Skills

• Experience supporting large-scale government or enterprise applications.
• Strong troubleshooting and customer-service skills.
• Experience coordinating application support across technical and business teams.
• Experience identifying application trends and recommending training or process improvements.
• Strong documentation and communication skills.

Why Join Us

• Work on enterprise application support and digital service initiatives.
• Gain experience supporting high-volume user environments.
• Collaborate with technical, business, and external stakeholder teams.
• Inclusive, equitable, and respectful workplace culture.

About NetworkPedia

NetworkPedia is a certified women-owned technology and talent solutions company, providing IT infrastructure, cybersecurity, managed services, and specialized recruitment across North Americas and beyond. Our mission is to empower organizations with secure, scalable, and innovative technology while building inclusive teams that reflect the communities we serve.

As a trusted partner, we deliver expertise across networking, cloud, IT service management, and security operations, along with staffing solutions for niche technology roles. We are committed to diversity, equity, and inclusion (DEI) in all our hiring practices and ensure that our opportunities are open to all qualified applicants, without discrimination on the basis of age, gender, race, ethnicity, religion, sexual orientation, or disability.

How to Apply

Apply directly via LinkedIn Easy Apply. All applications are routed to our central recruitment email id - recruitment@networkpedia.com