Recruit Action inc.

Application Help Desk Analyst

Recruit Action inc.

contract

Posted on:

Location Type: Remote

Location: Canada

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Salary

💰 CA$40 - CA$50 per hour

About the role

  • Provide front-line application support to members of the public and stakeholders accessing online systems related to Education and Advanced Education.
  • Receive, log, categorize, and manage inquiries using Help Desk software.
  • Troubleshoot technical issues and resolve incidents or escalate to the appropriate support level when required.
  • Communicate resolutions and provide status updates to clients throughout the incident lifecycle.
  • Collaborate with technical teams, business areas, and external stakeholders to resolve issues efficiently.
  • Assign, maintain, and verify user IDs and access credentials in accordance with identity verification processes.
  • Monitor inquiry trends to identify recurring issues and recommend process or training improvements.
  • Test solutions, bug fixes, and application enhancements to validate issue resolution.
  • Maintain documentation, including known issues, workarounds, best practices, and status reports.
  • Support data validation and discrepancy resolution activities as required.
  • Participate in related projects, user acceptance testing, and cross-training initiatives.
  • Ensure compliance with established Help Desk policies, procedures, and security protocols.
  • Identify and recommend operational improvements to enhance service efficiency and effectiveness.

Requirements

  • Bachelor’s degree or diploma in Information Technology, Computer Science, Mathematics, Engineering, or equivalent education and experience
  • 4+ years of experience as an Application Help Desk Analyst supporting external stakeholders
  • 4+ years of experience in user identity verification and access management
  • 4+ years of experience using Help Desk software to manage incidents and service requests
  • 4+ years of experience collaborating with clients, technical teams, and business stakeholders
  • 4+ years of experience supporting multiple applications in a multi-stakeholder environment
  • 4+ years of experience with Microsoft Office tool suites
  • 1+ year of experience with Microsoft SharePoint 2005 or higher
  • 1+ year of experience developing training materials and user documentation
  • 1+ year of experience documenting business processes and user requirements
  • 1+ year of experience supporting user acceptance testing activities
  • 1+ year of experience providing end-user operational system support
  • 1+ year of experience supporting web-based systems across various internet browsers
  • Eligibility for Enhanced Security Clearance.
Benefits
  • 12-month contract with a maximum extension term of 6 months
  • Full-time position: 36.25 hours per week
  • Weekday schedule from 8:15 am to 4:30 pm
  • Remote work opportunity within Alberta
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
application supportincident managementuser identity verificationaccess managementdata validationbug fixinguser acceptance testingdocumentationtraining material developmentweb-based systems support
Soft Skills
communicationcollaborationproblem-solvinganalytical thinkingcustomer serviceprocess improvementorganizational skillsattention to detailstatus reportingstakeholder engagement
Certifications
Bachelor’s degree in Information TechnologyBachelor’s degree in Computer ScienceBachelor’s degree in MathematicsBachelor’s degree in EngineeringEnhanced Security Clearance