Desktop Support Analyst

College of LPN and HCA of Alberta (CLHA) • Edmonton, AB

11h • Hybrid

About The Position

The College of LPNs and HCAs of Alberta (CLHA) is a non-profit regulatory organization focused on protecting Alberta healthcare users by regulating the professions of Licensed Practical Nurses (LPNs) and Health Care Aides (HCAs). This full-time permanent position reports to the Director of Information Technology and is part of the IT team. The role involves providing first-level technical support and assistance to CLHA staff, including logging, diagnosing, and resolving or escalating technical service requests. The Desktop Support Analyst supports the effective use of technology by ensuring timely issue resolution, accurate service documentation, and secure IT asset provisioning. This role contributes to operational stability, staff support, and service transparency through consistent, professional, and responsive technical support.

Requirements

• Minimum of a bachelor’s degree is required.
• Minimum of 1–2 years of experience providing technical support or customer service.
• Familiarity with common computer hardware and setup requirements.
• Advanced knowledge of Microsoft Windows and Microsoft Office applications.
• Working knowledge of network connectivity concepts and troubleshooting practices.
• Familiarity with mobile device operation across iOS and Android platforms.
• Must speak, read, and write English fluently.
• Satisfactory professional and criminal reference checks.
• Must be eligible to work in Canada.

Nice To Haves

• Experience working within a team-based IT environment would be an asset.

Responsibilities

• Triage service tickets and provide first-level technical support to staff.
• Respond to routine inquiries and deliver practical “how-to” guidance related to hardware, software, and office technology, escalating more complex tickets to senior IT staff.
• Identify abnormal operation of computers, software, and other technology systems; document, track, and escalate issues as appropriate while monitoring resolution status.
• Provision, configure, and deploy IT assets including computers, peripherals, and mobile devices in accordance with organizational standards to ensure staff are equipped with required technology in a secure and timely manner.
• Maintain accurate and complete service tickets, ensuring transparency and accountability in service delivery.
• Contribute to departmental reporting integrity by capturing accurate service performance data.
• Maintain and update technical documentation and departmental knowledge resources to support consistency and continuity of service.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level