Job Description

This posting is for two (2) Temporary, Full-Time positions that may continue until March 1, 2027
The Edmonton Police Service (EPS) provides essential services to our community. The EPS requires two (2) talented and skilled Full-Time Desktop Analysts to join our team to ensure the reliability and functionality of our end point computer systems in the public safety environment.
The Desktop Analyst would be responsible for providing on-site technical support and maintaining the end-user computing environment within the organization. This includes installing, diagnosing, repairing, 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 deskside support for end-users, including hardware and software troubleshooting and problem resolution.
• Install, configure, move, and maintain Windows-based workstations and related hardware.
• Accurately document instances of equipment failure, repair installation, removal and record equipment information that are sent to repair depots for warranty repair.
• As part of the yearly lifecycle program, perform hardware upgrades and maintenance as needed.
• Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
• Collaborate with team members to manage and troubleshoot Microsoft M365 applications, including Microsoft Office, Exchange, SharePoint, and Teams.
• 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.
• Deploy software using distribution tools or manually as required by end users.
• Ensure the security and compliance of all computer systems within the organization.
• Research solutions through internal and external knowledgebase as needed.
• Collaborate with higher Tier level support analysts to ensure efficient operation of the organizations' end-user computing environment.
• Participate in IT projects as required.
• 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.
• Participate in on-call rotation schedule to provide support outside of regular business hours.
• Other related duties as required.

Qualifications

• Completion of the twelfth (12th) school grade, or GED, supplemented by a relevant computer certificate program from a recognized Community College or Technical Institute, including a minimum of one (1) year experience in a computer systems support role in a customer service environment.
• Relevant technical computing diploma/certificate from a recognized Community College or Technical Institute with a minimum of 750 instructional hours.
• CompTIA A+ certification.
• ITIL certification is considered an asset.
• Excellent technical knowledge of Microsoft products including - 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 support experience with Mobile IT equipment in vehicles (Ex. Panasonic Toughbooks, Portable Printers, LTE Vehicle routers, LPR and Cameras).
• 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 valid Class 5 Alberta Driver's License. Must complete a City Driver's License application. Must also have access to own vehicle and provide written proof of current public liability and property damage insurance to a minimum of $1,000,000. EPS will reimburse mileage for any private vehicle usages during assigned duties. Client transportation is not required.

Hours of Work: 33.75 hours per week, Monday - 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, $36.31 - $45.61 (Hourly), $2,451.10 - $3,078.70 (Bi-Weekly), $63,972.67 - $80,355.18 (Annually)
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.
• Please note that the option to work remotely is not available at this time.
• Applicants may be tested.
• As part of your pre-hire screening, you will be required to complete and Enhanced Security Clearance. Should 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.

Applicants who have completed post secondary education outside of Canada are encouraged to obtain an assessment of their credentials through the International Qualifications Assessment Service (IQAS), https://alberta.ca/international-qualifications-assessment.aspx or another recognized Canadian credential evaluation service. For a list of designated evaluators, please visit the Alliance of Credential Evaluation Services of Canada, https://canalliance.org/en/default.html. Including an IQAS certificate or other credential assessment certificate from a recognized Canadian credential evaluation service with your application is recommended to support the evaluation of the applicant's educational qualifications.
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 Technician: CS

Skills Required