Technical Support Analyst

3 weeks ago

Victoria, Canada BC Assessment Full time

BC Assessment is currently looking for a permanent Technical Support Analyst to join our Service Operations Team at the Uptown office in Victoria.

Organization Overview

BC Assessment is a Provincial Crown Corporation that develops and maintains real property assessments throughout British Columbia in addition to providing real property information. BC Assessment serves the citizens of British Columbia and has 13 offices throughout the province.

At BC Assessment, our people and culture are important to us. We work together to create a culture that appreciates differences in all forms. We trust and respect each other, and are invited to bring our whole selves to work. We are committed to making BC Assessment the best possible place to work, and through our efforts ultimately contribute to a better British Columbia. Our digitally agile, service-centric employees are productive, engaged, and work collaboratively in a modern flexible workplace. Our employees are at the heart of our organization and we are proud to be recognized as one of

BC’s Top Employers

for the eleventh year

At BC Assessment, we offer competitive

benefits

for our employees:
- Work-life balance - 35-hour work weeks, hybrid work options and flexible work schedules.- Public Service Pension Plan - one of the best in Canada, allowing you to plan for your future.- Health and Wellness - generous extended health and dental benefits through Pacific Blue Cross and an Employee Assistance Program to help support our employees overall well-being.- We offer a reduced-cost bus pass through the BC Transit ProPASS program and our Uptown office has a secure bike storage and secure change rooms with lockers.- Career development - we want you to grow and learn with us We provide ongoing learning, leadership development and career development scholarship program.- Location - Our office is located in Saanich, BC at Uptown which overlooks several shops and coffee shops and is walking distance to the Galloping Goose trail network.

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request. If you require assistance or an accommodation due to a disability, please

contact us.

Job Overview

To be successful in this role, you need to have extensive technical knowledge, troubleshooting expertise, and a strong customer service background. You like to stay busy and can manage a constantly evolving flow of priorities. And finally, you need to be a collaborative team player who cares about making a difference and delivering the best possible customer service to all levels of the organization.

Key Accountabilities- Provides tier 1 & 2 technical support by receiving escalated calls, diagnosing and resolving problems, and collaborating with more senior staff as required on priorities or problem resolution.- Escalates, and follows up on unresolved problems with technical support staff, vendors or systems specialists; tests and verifies the service incident fix or solution.- Reviews quality of systems, procedures and services; identifies issues and makes recommendations for systems and maintenance improvements to specialists/team leaders.- Provides technical support to field offices for assigned projects, including the requirements for network, power, data cabling, and vendor installation services associated with changing/setting up office environments- Applies policies and procedures, interprets and evaluates work requests, maintains the planned schedules and coordinates production batch runs to meet service and deadline demands.- Prepares processing documentation, makes recommendations for alternate approaches and performance enhancements and performs ongoing reviews of effectiveness and efficiency.-
- Participates and supports administration of IT security.

This position is included in the bargaining unit. BC Assessment may establish an eligibility list for this competition.- Location: Victoria, BC - Uptown- Salary Range: $60,415.78 - $70,985.53**Qualifications**:
Education- Diploma, certification or equivalent in the computer science field, or equivalent.

Experience- One year of related experience.- Experience in a client-focused work environment is desired.

OR- An equivalent combination of education and/or experience may be considered.

Application InstructionsAll BC Assessment employees must live in British Columbia. If you do not currently reside in, or live within commuting distance of the location(s) of the position to which you are applying, please make clear your relocation intentions as part of your cover letter.

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