Job Description

Position Information

Job Title
Help Desk Analyst

Appointment Type
Full Time Continuing

Position Dates
Full-Time Continuing

Hours per week/FTE
35

About the Position
The Information Technology Services area is looking for a positive and energetic individual to join our Help Desk team in a permanent full-time, position as a Help Desk Analyst. The successful candidate will provide the first level of contact for staff, faculty and students to report hardware and software problems related to the network, student systems, administrative information systems, desktops, printers, new media and other technological areas.

As a Help Desk Analyst you will troubleshoot and resolve support calls with a first call resolution mindset utilizing second level supports and resources as needed. With the use of our ticketing system Help Desk Analysts record detailed ticketing information from creation to resolution as well as look for opportunity and trends based on work request history.

Position Details

• Responsible for answering requests to the Help Desk via in-person, telephone, Teams chat and email
• Recording and processing calls in our ticketing software
• First call resolution of technical and account issues and escalating as required
• Work with the Help Desk team and Customer Service Supervisor to prioritize problem requests and analyze call statistics to identify recurring problems
• Maintain educational content to assist users
• Provide support and expertise to IT related activities and projects as needed

Required Qualifications

• A minimum two-year college diploma in a related information technology discipline, plus one year of work experience with direct customer contact preferably in a help desk environment; combination of education and experience may be considered
• Working knowledge of large administrative information systems similar to those used at the college and have worked in a computer help desk environment will also be considered
• Exceptional customer service skills with the ability to maintain a positive and friendly outlook
• Strong oral and written communication skills
• Ability to work independently and in project teams

Preferred Qualifications


Salary
AUPE Class Level 9 Step 1 $49,918.15 per annum

Working Here
Land Acknowledgement

Located on the traditional lands of the Blackfoot Confederacy, Lethbridge College is committed to honouring the land from a place of knowing. We honour the Siksikaitsitapi as both the traditional and current Land Keepers of this area, and we welcome all Indigenous and non-Indigenous peoples who call Blackfoot territory their home to disclose as such when submitting applications.

Equity, Diversity and Inclusion

At Lethbridge College, we know we all benefit when the rich diversity of our campus community is fully represented, and all students and employees are included. We are committed to identifying and overcoming systemic barriers that impede individuals from underrepresented groups. We are ready to work together to ensure Lethbridge College is a place where all individuals feel valued for their unique perspectives, skills, and contributions and are afforded equal opportunities to participate in learning, research, and innovation.

We are committed to creating a diverse environment for all qualified applicants without regard to race, color, religion, gender, gender identity or expression, sexual orientation, disability, and age.

Why choose Lethbridge and Lethbridge College

Lethbridge College is learner-focused, with an emphasis on experiential and flexible learning experiences and work-integrated learning.

We have a strong connection to our community and the land. We also promote a work environment that supports professional development and employee wellness, including flexible work arrangements and schedules that allow for work-life balance. In addition, we prioritize equity, diversity, and inclusion across all areas of our campus community.

Lethbridge advantages

Lethbridge offers a relatively low cost of living, with mild winters and sun-filled summers. Outdoor adventures await you in the citys vast park systems and river valley, and were located just an hour and 20 minutes from the mountains. Enjoy the advantages of small-city life while accessing the amenities of a larger city, including arts and culture, sport and recreational facilities, and year-round family-friendly events.

Posting Detail Information

Posting Number
P24-00576

Open Date
06/02/2024

Close Date
06/16/2024

Open Until Filled
No

Special Instructions to Applicants
Lethbridge College is committed to inclusive recruitment practices by providing reasonable access and accommodations to applicants. If you would like to request an accommodation at any stage of the recruitment process, please contact hiringaccommodations@lethbridgecollege.ca. Private information received in relation to the request will only be used to facilitate the recruitment process and will be kept confidential and shared only as needed with the selection committee.