Alberta Health Services IT Customer Support II – IT Access Analyst Full Time in Edmonton, AB

Overview

Alberta Health Services

Branch Edmonton AB CA

Position:
IT Customer Support II – IT Access Analyst
Location:
Edmonton, AB

Intermediate Microsoft Office skills, particularly with Microsoft Excel. Troubleshooting authentication issues (Active Directory, Radius, Active Roles Server,…

The IT Access Services team is responsible for user access and identity management within many of the various IT systems supporting health care delivery in the province of Alberta. The objective is to give the right access to the right people at the right time. The team provides account provisioning support for a wide variety of enterprise class applications in use throughout the organization. This includes clinical, administrative and infrastructure class applications and tools.

Analysts filling this position are charged with enforcing the various rules and pre-requisites defined by all relevant stakeholders. This typically includes ensuring applicable training has been completed, validating requests have been authorized by an individual with the appropriate level of authority, and questioning instances when requested access levels differ from those generally assigned to specific roles/titles. The Analyst ensures users of applications are provided with access to data and functions in accordance with defined policies/standards/guidelines.

Analysts work both independently and in a team environment under the general supervision of a manager.

The primary role for this Analyst position will be supporting Remote Access – User access provisioning and various aspects of troubleshooting connectivity issues. Analysts are also trained to support other functions across the team and may be temporarily or permanently assigned new duties depending on business needs.

Typical Duties

• Addresses escalated technical problems within scope of support
• Processes requests for access to information and systems by provisioning access rights, investigating user authentication issues and ensuring compliance with appropriate policies/standards/guidelines
• Provides information on user access and activity to assist with breach and privacy investigations
• Engages specialized technical teams to resolve issues with significant scope and impact (e.g. notifies the network team of a non-responsive authentication agent)
• Makes recommendations regarding current and future requirements for maintenance and upgrades of computer, software and related systems
• May assist with software installation, configuration and testing
• Participates on project teams or sub-team(s) as a subject matter expert, providing input into needs assessments, consulting on issues and completing project tasks
• Provides input and helps maintain departmental processes, guidelines and procedural documentation
• Responds to common requests for support by determining the cause of the issue and providing information to enable a resolution or taking corrective action using existing procedures and precedents
• Escalates complex issues for resolution
• Participates in a rotating 24/7 on call support team, providing afterhours support for all applications administered by the IT Access Services team.

Qualifications:
Skills and Experience:
Applicants with demonstrated skills and experience in the following areas will be given preference:

• RSA user account administration (including physical packaging and shipping of RSA tokens)
• Troubleshooting authentication issues (Active Directory, Radius, Active Roles Server, IAM, Nortel Contivity, RSA, Citrix)
• Basic knowledge of TCP/IP configuration
• Basic knowledge of DNS and DHCP
• Identity and Access Management (IAM – Sun/Oracle) account administration
• OS level user and group management (XP/Win7/2K3/2K8)
• Active Directory supported user and group management
• Familiarity with mobile device technologies (USB/PCMCIA broadband modem)
• Intermediate Microsoft Office skills, particularly with Microsoft Excel
• Basic Oracle user access management skills

Job Qualifications:

• Degree or Diploma in Information Technology, Business, or a health-related discipline
• 2+ years in one or more of the following fields: Technical Support, Clinical/Allied Health or Customer Service. Exposure and familiarity with AHS clinical systems would be an asset
• Excellent critical thinking, problem solving, prioritization and organizational skills
• Strong verbal and written communication skills (articulate and tactful)
• Strong interpersonal skills (building rapport with peers and clients)
• Microsoft Office Suite Intermediate knowledge
• Familiarity with Active Directory user and group management
• Experienced with Adobe Acrobat Standard/Pro features and tools