Application & Infrastructure Analyst I

You are a whiz at computers and you love working on and resolving technical issues. You are known for your consistent and superior performance at responding to clients needs in a timely manner.

The Applications Infrastructure Support provides assistance to customers with their desktop support services both in person and remotely. Some of your key responsibilities include troubleshooting and resolving technical issues, providing desktop related advice and deployment of hardware and software for City employees, contractors, and elected officials. 

What will you do?

• Identify and resolve issues with applications according to procedures
• Use application and network management software and tools to collect performance statistics
• Complete application maintenance tasks, which includes providing 24x7 on-call support on a rotational basis
• Complete operational procedures of a routine nature, and contribute to maintenance, installation and problem resolution
• Identify and resolve network problems according to procedures, and complete network maintenance tasks
• Perform simple installations, replace consumable items, check correct working of installations, and document and report on completed work
• Identify, register and categorize incidents, gathering information to enable prompt incident resolution; maintain records and advise relevant persons of actions taken
• Investigate problems in systems, processes and services, and assist with the implementation of approved remedies and preventative measures
• Respond to and assist with common requests for service
• Perform software deployment tasks
• Promptly allocate unresolved calls as appropriate; maintaining records, informing users about the process, and advising relevant persons of actions taken
• Perform other duties as required 

• Completion of the twelfth school grade or GED 
• One of the following combinations of education and experience: 
  • A degree in a related discipline and 1 year of relevant experience; OR 
  • A post-secondary diploma in a related discipline and 2 years of relevant experience; OR 
  • A 1-year related certificate and 4 years of relevant experience 

Asset: 

• Other technology-specific certifications and diplomas related to the work are an asset; for example, a diploma in Computer Engineering Technology or Networking Engineering Technology 

Skills required for success: 

• Technical experience in a computing environment similar to that of the City of Edmonton: 
  • Complex and highly diverse data, application and technology environments 
  • Hybrid environment of cloud and on-premise data, applications, and technologies 
  • Team specific technologies & services: 
    • Windows Desktop Operating Systems (Win11) 
    • MacOS Operating System 
    • Proficient with the use of Google G Suite productivity tools, including Google Admin Console 
    • Android and IOS 
    • VMware WS1/Horizon 
    • General PC Hardware support 
    • General Active Directory Support - Users and Group 
    • General management tools for specialized services - Equitrac, Rightfax, SSPR, AD Manager Plus, etc 
    • General networking technologies (wired, wireless) 
    • Experience with a Service Management platform (such as BMC Remedy) 
    • Knowledge of ITIL processes 
• Alignment to our Art of Inclusion: Our Diversity and Inclusion Framework 
• Embracing a culture of equity, diversity, reconciliation, and inclusion

Conditions of Employment: 

• Able to participate in 24x7 on-call support and occasionally participate in shift work 

Up to 1 permanent full-time position 

Hours of Work: 40 hours per week 
The weekly hours of work for this position are currently under review and may change at a future time. Any changes will be made in accordance with the City of Edmonton/Civic Service Union 52 collective agreement and the incumbent will be notified in advance. 

Salary Range: $46.160 - $58.166 (Hourly);  $96,382.080 - $121,450.610 (Annually) 

Recruitment Consultant: KE/SB

Edmonton rests in the heart of Treaty Six territory in Alberta and the homelands of the Metis Nation.

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