Job Title

Help Desk Analyst (Application Support) Location: Edmonton, Alberta (Remote Must be located in Alberta ) Employment Type: Contract Job ID: GOAPRDJP00000766 Contract Duration: Jan 19, 2026 Jan 29, 2027 About the Role We are seeking a Help Desk Analyst to provide first-line application support for the client This role supports both the public and post-secondary institutions by troubleshooting technical issues, assisting users, and ensuring smooth application operations. The resource will primarily support APAS but may be reassigned to other business areas depending on project needs. Key Responsibilities Respond to inquiries from users and stakeholders regarding APAS and related applications Log, classify, and track tickets using Help Desk software; escalate to expert teams as required Communicate resolutions, progress updates, and troubleshooting steps to clients Conduct testing of bug fixes, application enhancements, and end-user solutions Identify recurring issues and contribute to updates of training materials and documentation Maintain repositories of known issues, workarounds, and best practices Assign and manage user IDs, passwords, and account permissions Coordinate communication between external stakeholders and internal business teams Support multiple web-based applications concurrently Collect, edit, validate, and convert data for system support activities Prepare regular status reports on submitted issues and resolutions Participate in related projects and contribute to ongoing improvements Maintain strong understanding of systems and processes to deliver effective support Mandatory Skills & Qualifications Meets one of the following education/experience combinations: University degree + 1 year Help Desk experience 2-year diploma + 3 years Help Desk experience 1-year certificate + 4 years Help Desk experience 5 years Help Desk experience (any discipline) Experience providing support to external stakeholders for enterprise applications (e.g., APAS) Experience in user identity verification and permission management Proficiency with Help Desk tools such as BMC Remedy, Cherwell, TFS, HEAT, etc. Strong Microsoft Office Suite experience 7 years Experience supporting multiple web-based applications simultaneously 7 years Experience coordinating with internal and external stakeholders 7 years S Experience creating user manuals and training materials 4 years Experience documenting requirements, workflows, and business processes 4 years UAT planning, execution, and monitoring experience 4 years SKILL MATRIX - Experience supporting end-user operational tasks (data editing, validation, conversion) 4 years Strong familiarity with browsers such as Chrome, Firefox, Safari, IE 4 years Experience with post-secondary education systems 4 years Experience working with Microsoft SharePoint 4 years SKILL MATRIX - HELP DESK ANALYS... Ability to obtain Enhanced Security Clearance (criminal record + credit check) mandatory Preferred Skills Strong written and verbal communication abilities Ability to work independently and collaboratively in a remote team environment Experience in multi-application support environments High attention to detail and strong customer service mindset Why Join Us Support a high-impact provincial application system used across Alberta Work remotely while collaborating with government and education stakeholders Opportunity to contribute to service improvements and digital transformation Inclusive and collaborative work environment About NetworkPedia NetworkPedia is a certified women-owned technology and talent solutions company, providing IT infrastructure, cybersecurity, managed services, and specialized recruitment across North Americas and beyond. Our mission is to empower organizations with secure, scalable, and innovative technology while building inclusive teams that reflect the communities we serve. As a trusted partner, we deliver expertise across networking, cloud, IT service management, and security operations, along with staffing solutions for niche technology roles. We are committed to diversity, equity, and inclusion (DEI) in all our hiring practices and ensure that our opportunities are open to all qualified applicants, without discrimination on the basis of age, gender, race, ethnicity, religion, sexual orientation, or disability. How to Apply Apply directly through LinkedIn Easy Apply .All applications are routed to