Service Desk Technician 1

1 day ago

Vancouver, Canada E-Comm 9-1-1 Full time

**WHO WE ARE**

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

**OUR VALUES**

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

**Service Desk Technician 1**

We are seeking an experienced Service Desk Technician who possesses strong technical capabilities, a positive attitude, a sense of commitment to their team and a customer-first mindset.

**Are you**
- A service oriented IT technician who has demonstrated abilities in a fast paced, dynamic working environment?
- Curious and always taking the initiative to improve processes?
- Resourceful and responsive to internal team members and external clients?
- Innovative with the tenacity to find solutions when confronted with challenges?

**Your day-to-day duties in this role will include**:

- Monitoring the completion of escalated tickets and ensuring that tickets are completed in a timely manner and that the technical knowledge base is updated

**What you will bring**:

- Completion of a certificate program in computer information systems, some related experience; or an equivalent combination of training and experience
- ITIL Foundation v3 or later accreditation preferred
- Excellent knowledge of the range of diagnostic utilities used in the work as well as the methods, practices, procedures, standards, concepts and best practices (ITSM:ITIL) applied in the work
- Ability to assess the nature of requests, troubleshoot problems, and provide first level remote support
- Ability to monitor various alarms and alerts, assess the nature of problems, and escalate incidents as required

**What we offer**:

- Competitive salary and extended health/dental benefits
- Earned Time Off - eligibility to participate in our Accumulated Time-Off Program
- Pension - we are members of the Municipal Pension Plan, a defined benefits fund

**Security Requirements**:
As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is seven [7] years.

**Vaccination Policy**: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

**JOB DETAILS**
- Number of positions: Minimum of One (1)
- Job status: Regular Full-Time
- Hours of work: Monday through Friday, 40-hour work week; Shift work is required within the Service Desk hours; Flexible hours required at times during the week and occasional weekends, to accommodate special activities/events
- Wage/Salary: PG 18 | $33.23 to $39.16 hourly; $69,118.40 to $ $81,452.80 annually (2024 rates)
- Employee Group: CUPE, Local 8911
- Department: Technology Services
- Location: E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver, BC
- Application process will consist of a phone interview and panel interview.

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