IT Help Desk Analyst - Computer Support Technician

The Information Technology Division requires one (1) Help Desk Analyst to provide first level/first point of contact IT support for the Edmonton Police Service. The successful candidate will exercise a sufficient level of technical and customer service skills to perform the following duties: - Provide excellent end user support and problem resolution via telephone, email and in-person communication. - Effectively diagnose problematic situations to immediately initiate remedial procedures to restore services. - Provide consultation, advice, and guidance in the effective application of hardware and software products. - Record, categorize and prioritize incidents and service requests according to defined processes to meet defined SLAs. - Escalate incidents with accurate documentation to suitable technician and/or vendor, when required. - Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. - Use remote tools and diagnostic utilities to aid in troubleshooting. - Account management (including onboarding and off boarding of EPS Employees). - Prepare and maintain support documentation/knowledgebase. - Other related duties as required.