Help Desk Analyst – Senior

Job Description Position: Help Desk Analyst – Senior Requisition ID: GOAPRDJP00000850 Client: Government of Alberta Duration: Contract (with possible extension) Work Location: Remote (Must be located within Alberta) Job Title: Help Desk Analyst – Senior Requisition ID: GOAPRDJP00000850 Job Overview: We are seeking a Senior Application Help Desk Analyst to provide frontline support to external users and stakeholders accessing various web-based applications. This role focuses on application support (not desktop support) and requires strong communication skills, technical troubleshooting expertise, and the ability to manage multiple applications in a fast-paced environment. Key Responsibilities: Provide first-level support to end users by troubleshooting application-related issues Respond to inquiries related to supported applications and provide timely resolutions Log, track, and manage tickets using Help Desk systems; escalate when required Collaborate with technical and business teams to resolve complex issues Monitor and communicate the status of issues to stakeholders Test bug fixes, enhancements, and application updates Maintain documentation, knowledge base, and known issues repository Identify trends in user issues and recommend training or process improvements Support user account management including ID creation, password resets, and access control Coordinate communication with internal teams and external stakeholders Participate in projects, testing, and continuous improvement initiatives Equipment Requirements: Resource is preferred to provide their own equipment Device must support modern Windows or MacOS compatible with Azure Virtual Desktop (AVD) Required software will be installed for secure remote access Contractor is responsible for providing equipment if working remotely Requirements Key Skills: Application Help Desk Support (web-based/business applications) Support for external users / public stakeholders Ticketing tools (ServiceNow, Remedy, Zendesk, Jira) User ID & Access Management (account setup, password resets, access control) Multi-application support and issue coordination Strong communication & stakeholder management Microsoft Office proficiency SharePoint experience Alberta-based resource with eligibility for Enhanced Security Clearance Additional Requirements: Must be currently located in Alberta Must be eligible for Enhanced Security Clearance Must hold a degree or diploma in IT, Computer Science, Engineering, Math, or equivalent Work must be performed remotely from within Alberta Standard Government working hours appl Upstaff is an Equal Opportunity Employer and does not discriminate on the basis of race or ethnicity, religion, sex, national origin, age, veteran disability or genetic information or any other reason prohibited by law in employment.