The Alberta Teachers’ Association invites applications for the position of
Operations Analyst, Information Technology Services
Permanent Full-Time
Work Location: Barnett House (11010 142 Street NW), Edmonton
As the professional organization of Alberta teachers, the ATA promotes and advances public education, supports teachers’ professional practice and serves as the advocate for its members. The Alberta Teachers’ Association (ATA) is proud to retain our status as one of Alberta’s Top 85 Employers for consecutive years. We offer:
- A 35-hour work week, a minimum of four weeks of paid vacation, plus multiple other day-off categories to support your work/life balance
- A competitive salary between $72,968 to a maximum of $91,978
- A full range of 100% employer-paid benefits for you and your eligible family members;
- Free on-site parking, onsite gym, outdoor patio, cafeteria, library, and multifaith/quiet spaces
The Opportunity
Reporting to the Manager, Enterprise Technology & Service Delivery, the Operations Analyst’s primary role is to provide front-line client service and support, resolving end-user technical issues, and ensuring efficient operation of desktop and Microsoft platform environments. Secondary responsibilities include assisting with the daily and ongoing management, monitoring, and optimization of IT infrastructure solutions, including Microsoft cloud and on-premises technologies. This role requires a strong focus on desktop support services, ensuring a seamless user experience while also contributing to the management of infrastructure solutions such as Microsoft Azure and Microsoft 365. Specifically, this position is responsible for:
- Serve as the first point of contact within ITS for end-users, providing timely and effective support for technical issues related to desktops, laptops, peripherals, and software applications.
- Diagnose and troubleshoot issues (Tier 2) with operating systems (Windows), Microsoft 365 applications (Outlook, Teams, SharePoint), hardware, and network connectivity, escalating to Tier 3 as required.
- Ensure the smooth deployment and configuration of end-user devices and software, including upgrades and security patches.
- Maintain a high level of customer service, ensuring user satisfaction and swift resolution of issues, escalating more complex problems as necessary.
- Identify problem areas and report where corrective processes or technology configuration improvements need to be made
- Collaborate with team members to identify opportunities for process improvements and implement solutions
- Support day-to-day operational tasks, including data entry, report generation, and workflow management.
- Assist in maintaining documentation for operational procedures and processes.
- Assist in the ongoing management and maintenance of Microsoft Azure IaaS, PaaS, and SaaS solutions, as well as on-premises Microsoft infrastructures.
- Monitor system performance and availability, proactively identifying issues and ensuring that systems remain operational and secure.
- Participate in regular system health checks, patch management, and updates to ensure infrastructure stability and security.
- Assist in managing identity and access controls using Azure AD and Active Directory, ensuring secure access to resources.
- Assist in maintaining and updating operational systems, including Intune and Active Directory/Entra administration and maintenance.
- Support troubleshooting issues affecting system performance or accessibility.
- Support the implementation of security best practices and compliance measures, helping to safeguard end-user devices and data.
- Compile and analyze data to provide insights for decision-making, looking for trends and issues that could be addressed with process/technology changes.
- Develop and maintain basic reports and dashboards using tools like Power BI or Excel.
- Identify and resolve discrepancies in data to ensure accuracy and reliability.
If you have:
- Certificate or diploma in computing technology or a related field. Equivalencies will be considered.
- Bachelor’s degree in computer science, information technology or a related field is an asset
- Microsoft certifications are assets
- 2+ years of experience in IT support and infrastructure roles, with a focus on desktop support and Microsoft platforms.
- Proven experience providing front-line support for Microsoft 365, Windows operating systems, and troubleshooting client issues.
- Experience with Microsoft Intune services
- Troubleshooting hardware and software issues and providing solutions to daily issues
How to apply: Applications can be emailed to Careers@ata.ab.ca .
As an employer, the ATA aims to reflect and respond to the diversity of our membership, staff and the public. To help us better serve our members across the province, diverse applicants or candidates who speak more than one language are encouraged to identify these assets in their employment application.
The Alberta Teachers’ Association thanks all applicants for their interest; however, only those candidates selected for an interview will be contacted.