Service Desk Analyst

ABOUT AGLC
Alberta Gaming, Liquor & Cannabis (AGLC) is a dynamic organization leading Alberta’s gaming, liquor and cannabis industries. Our team of high performers is driven to provide our customers with outstanding service and Albertans with choices they can trust.

ABOUT INFORMATION TECHNOLOGIES

IT proudly provides the computer systems, security, IT services and governance that support AGLC’s businesses, including the operation & support of mission critical gaming, liquor and corporate systems running on a variety of computing platforms. IT ensures the stability and performance of a Local/Wide Area Network, which supports over 1,200 gaming locations and more than 2,000 computers/tablets, 150 physical and 2,000 virtual servers distributed across six corporate offices, casinos, RECs and bingo halls. IT provides leadership in the use of information technology, data and systems to help the AGLC achieve business goals and objectives.

ABOUT THE POSITION

Service Desk Analyst
Job Req: 2425
Location: St. Albert Office
Division/Branch: Information Technology / IT Operations
Classification: Systems Analyst 1 (551)
Status: Excluded
Employment Status: Permanent Full Time
Salary: $57,974.00 - $79,375.00
Closing Date: May 9, 2024

JOB SUMMARY

Are you looking for a new challenge and the next step in your career? Then look no further, we have the perfect opportunity for you! The Infrastructure and Operations Branch is looking for a passionate, innovative, and ambitious technical professional to join the team as a Service Desk Analyst.

In this role you will be part of the Service Desk team, which provides a central point of contact (SPOC) for all client incident reporting and requests for service from the Information Technology division. This position includes the logging, tracking, escalation and reporting for all incidents and service requests. You will provide tier one support for end user devices, operating systems, and software applications, both custom and commercial, supported by IT. Supported items include but are not limited to desktops, laptops, tablets, handheld devices, wireless communication devices/cellular phones and printers.

To be success in this role, you will require exceptional communication skills which include excellent phone, chat and walkup etiquette and basic call handling skills. As you will be aiding internal customers, stellar customer service will be your top priority. Utilizing your strong problem-solving skills, you must be able to provide quick accurate responses to client/end user requests or issues using ITSM suite and other troubleshooting software.

AGLC recognizes the importance of providing our employees with alternative work options to support their individual and unique workplace needs. The Alternative Work Arrangements Program offers different styles of work such as Hybrid Work or a Compressed Work Week.

SKILLS/QUALIFICATIONS

• A diploma in Computer Science or related is required.
• Experience working within IT and/or a Service Desk environment for a minimum of 1 year is required.
• Experience troubleshooting Windows 10/11 operating systems.
• Maintaining and troubleshooting Print Issues.
• Experience with Domains, GPO, and Active Directory/Entra ID.
• Experience supporting M365 applications, Microsoft Teams, Internet Browsers (Edge, Chrome etc.)

The following are considered assets:

• ITIL
• Microsoft Certifications
• CompTIA A+
• CompTIA Network+
• Knowledge of the Liquor, Gaming and Cannabis industries
• Experience with Intune and MDM

NOTE:

• To be eligible to work for AGLC, you must be a Canadian citizen, permanent resident or eligible to work in Canada.
• While we appreciate all applications we receive, we advise that only candidates under consideration will be contacted.
• As a condition of employment, you will be required to obtain a satisfactory security clearance and clean drivers abstract (if necessary) prior to employment.
• An equivalent combination of education and experience may be considered. Candidates with lesser qualifications may be considered at a lower classification and salary. This recruitment may be used to fill future vacancies.
• AGLC is committed to creating a diverse environment and is proud to be an equal opportunity employer.