Isl 21r

Posting Title- ISL 21R - Service Desk Technical Analyst- Position Classification- Information Systems R21- Union- N/A- Work Options- Location- Victoria, BC V9B 6X2 CA (Primary)- Salary Range- $67,728.87 - $77,012.22 annually- Close Date- 11/17/2023- Job Type- Regular Full Time- Temporary End Date- Ministry/Organization- BC Public Service -> Office of the Auditor General- Ministry Branch / Division- Critical Audit Support Services- Job Summary**Service Desk Technical Analyst**
**Classification**: IS21
**Salary**: $67,728.87 - $77,012.22

**Job Type**:Regular, Full-Time
**Location**:Victoria, B.C.

**An eligibility list may be established for future vacancies.**

**Do you want to be part of a challenging and rewarding work community?**

The Office of the Auditor General of B.C. (OAG) is an independent office of the legislature that contributes to excellence in effective and accountable government. We offer opportunities for career growth, an excellent compensation package, and flexible working arrangements.

Our office promotes trust, cooperation, and teamwork in a diverse, inclusive, and respectful environment. We are committed to creating and reinforcing diversity, equity, inclusion, and psychological safety - creating a safe environment where everyone feels they belong and are encouraged to bring their whole selves to work.

We support each other, celebrate our successes, and encourage a healthy work-life balance for everyone. Our staff events are socially, physically, and emotionally nourishing - with lots of great food - and fun

Interested in growing your career? We offer support for your professional development and education and reimbursement of your professional dues. Other benefits include:

- Extended health benefits,
- Policies and benefits to support your personal and family needs,
- Public service pension,
- Life insurance and
- Confidential employee and family assistance program.

Our downtown Victoria location supports collaboration and includes a gym, indoor bike storage, and decks with views of the beautiful Inner Harbour.

**About the Role**

**Accountabilities**
- Receives client requests, collects incident details and technical and business data to conduct assessments; isolates incidents, determines, and classifies severity and breadth of impact, identifies possible solutions and makes assessment whether escalation is required.
- Identifies critical failure and cascaded problems and performs diagnostic tests to identify problems; reviews recent actions or workarounds; liaises and researches possible solutions with vendors and other technical sources; analyses options, resolves issues using judgment independent of documented guidelines.
- Raises and closes alerts with central shared service provider, documents nature of incident and resolution.
- Participates in the evaluation of client issues, provides technical guidance on hardware and software technology operating procedures and troubleshooting techniques to and/or resolve client issues.
- Conducts user acceptance testing of new releases including developing test plans, determining requirements and schedules, reporting results and issues and making recommendations on improvements.
- Ensures clients are able to utilize technology resources effectively and that technical issues, incidents and requests are handled within service standards.
- Writes reference sheets, guidelines and frequently asked questions (FAQs) for clients on new releases, changes or common incidents and distributes to clients.
- Develops, runs and monitors systems reports to identify common or escalating trends in usage, performance or incidents to guide development of technical solutions, communications and training.
- Notifies clients of systems alerts, scheduled outages and performance issues.

**Job Requirements**
- Diploma or certificate in information technology and two years of experience in a client support role using technologies such as Office 365, MS Teams, ShareFile and SharePoint.
- Experience providing support to others in using Microsoft Windows and Office 365.
- Experience providing IT support and solutions to internal customers.
- Experience in user testing, training, development of documentation and training materials.

**Preferences**
- Preference may be given to applicants with experience troubleshooting Apple products, like iPhones, iPads and MacBooks.

**Conditions**
- Must be eligible to work in Canada (Permanent Resident, Canadian Citizenship).
- Successful completion of security screening requirements of the B.C. public service, which may include a criminal record check, and/or Criminal Records Review Act check, and/or enhanced screening checks as required.
- Be flexible regarding ongoing changes in responsibilities, assignments, and corporate structures.
- Must be able to work in the Victoria, B.C office fulltime with some ability to work remotely when operationally feasible.
- Occasional travel.

Please see the attached job profile for a ful