Help Centre Support Specialist

2 weeks ago

Burnaby, Canada Metro Vancouver Full time

**Position Status**: Full-Time Temporary (This position to last not later than August 31, 2025)
**Department**: Human Resources and Corporate Services
**Employee Group**: Teamsters Local 31
**Location**: 4515 Central Boulevard, Burnaby
**Salary Range/ Wage Rate**: PG T22 $2,837.65 - $3,340.08 bi-weekly

**Our Human Resources and Corporate Services Department is seeking a Help Centre Support Specialist who will be a key member of a small team of staff dedicated to providing technical support and expertise to clients with IT questions or issues.**

**You are: Technically proficient in a number of IT functional areas (i.e. hardware, software, networking etc.) and have excellent analytical and problem-solving abilities to identify and resolve complex issues. You are efficient in working on multiple projects and tasks simultaneously and have excellent oral and written communication skills.**

**This role**:

- Responds to clients’ requests for assistance or information; records request and troubleshoots with client’s assistance software, hardware and network communication problems; identifies nature of problem and prioritizes resolution requirements; assists in developing solutions; refers problems to appropriate technical staff or vendor representatives if unable to resolve; tracks and follows up on problems to resolution.
- Participates in the development and maintenance of Help Centre’s staff training program; acts as mentor for new staff members, updates co-workers and supervisory staff on training progress.
- Develops and maintains reference materials; contributes to and maintains content of IT’s web site; documents new procedures and practices for use by other IT staff and corporate clients.
- Performs related work as required.

**To be successful, you have**:

- Completion of the certificate program in computer sciences or related discipline at a technical institute or community college plus sound related experience; OR an equivalent combination of training and experience.
- Sound knowledge of specialized software used by MVRD staff.
- Sound knowledge of departmental functions, objectives and procedures.
- Working knowledge of wide and local area network and peripheral equipment and related systems.
- Ability to investigate, document, analyze and resolve a variety of software and network related problems.
- Ability to work independently and as a team member.
- Ability to establish and maintain effective working relationships with internal and external contacts and to effectively convey client’s needs and concerns as required.
- Ability to communicate effectively orally and in writing.

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