Job Description

The Edmonton Police Service (EPS) requires (1) one Full-Time Desktop Analyst to assist end users in receiving support and maintenance within the organization\xe2\x80\x99s end-user computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading all end-user devices and equipment to ensure optimal workstation performance. The person will also troubleshoot problem issues in person, by remote tools, by telephone, or via chat in a timely and accurate fashion, and provide end-user assistance where required. The successful candidate will exercise a strong level of technical and customer service skills to perform the following duties:

• Provide excellent end user support and service for prompt and efficient problem resolution/assistance.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Perform onsite analysis, diagnosis, and resolution of simple and more complex computer problems for end users, and recommend and implement corrective solutions, including offsite repair for remote users as needed.
• Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution.
• Research solutions through internal and external knowledgebase as needed.
• Deploy pre-packaged software using distribution tools and processes as requested by end users.
• Accurately document instances of equipment failure, repair installation and removal, as well as moves and changes.
• Record and manage equipment sent to repair depots for equipment under warranty.
• Install, configure, test, maintain, monitor, and troubleshoot end-user workstations and related hardware and software in order to deliver required deskside service levels.
• Assess the need for and implement performance upgrades to end-user devices based on software technical specifications.
• Collaborate with higher Tier level support analysts to ensure efficient operation of the organizations\xe2\x80\x99 end-user computing environment.
• Answer to and perform moves, adds, and changes (MAC) requests as they are submitted.
• Liaise with third-party support and equipment vendors, as needed.
• Develop help sheets and FAQ lists for end users.
• Contribute to technician knowledgebase by creating support documents as needed.
• Able to drive to various satellites office throughout the city, as required.
• Able to be a member of the on-call rotation schedule (one week every 6-8 weeks)
• Other related duties as required

Qualifications

• Completion of the twelfth (12th) school grade.
• Relevant technical computing diploma/certificate from a recognized Community College or Technical Institute with a minimum of 750 instructional hours.
• An equivalent combination of recognized certified computer instruction courses or experience may be considered in lieu of a technical diploma.
• CompTIA A+ certification.
• ITIL certification considered an asset.
• Excellent technical knowledge of Microsoft products including \xe2\x80\x93 Windows10/11, M365 Apps for Business, OneDrive, etc.
• Strong ability to diagnose problems and perform repairs on end-user IT assets including desktops, laptops, Surfaces and Rugged mobile equipment.
• Strong equipment support experience with Mobile computers in vehicles (Ex. Panasonic Toughbooks and Data911 Equipment)
• Working knowledge of mobile devices (IPAD, iPhone, etc.)
• Able to read and understand technical manuals, procedural documentation, and other guides.
• Strong oral and written communication skills
• Strong customer-service orientation with the ability to present ideas in user-friendly language.
• Effective interpersonal skills and relationship-building skills.
• Analytical and problem-solving abilities, with keen attention to detail.
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to work with a minimum amount of supervision and consistently meet deadlines.
• Experience working in a team-oriented, collaborative environment.
• Lifting and transporting of heavy to moderately heavy objects, such as computers and peripherals.
• Must possess a Class 5 Driver\xe2\x80\x99s license in good standing.
• Applicants may be tested.
• As part of your pre-hire screening, you will be required to complete an Enhanced Security Clearance. Should you accept employment with the Edmonton Police Service you acknowledge and agree to participate in future Enhanced Security Re-Clearances at scheduled intervals or in any other circumstances, exigent or otherwise, as required by Human Resources Division.

Hours of Work:
33.75 hours per week, Monday \xe2\x80\x93 Friday. On-call duties during off hours may apply. Hours of work may be subject to the terms and conditions of variable hours of work program.

Salary Range:

21M, Salary Grade: 036, $32.25 - $40.52 (Hourly), $2,177.20 - $2,734.90 (Bi-Weekly), $56,825.25 - $71,380.82 (Annually). The rated quoted are in accordance with a collective agreement between the Union and the City of Edmonton.

General:

• The City of Edmonton thanks applicants for their interest in this opportunity. Candidates considered for the position will be contacted.
• We are an equal opportunity employer. We welcome diversity and encourage applications from all qualified individuals.
• Please include a current resume and covering letter with your online application.

The Province of Alberta is a party to the federal Agreement on Internal Trade, the Trade, Investment and Labour Mobility Agreement with British Columbia, and the New West Partnership with British Columbia and Saskatchewan. All of these agreements promote labour mobility between the provinces. Applicants may obtain information regarding recognition of extra-provincial credentials at www.tilma.ca.

HR Consultant: CS

City of Edmonton