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Technical Support Specialist

3 months ago

Saanichton, British Columbia, Canada PHSA Full time

IT Client Services Analyst

As part of a dedicated team within the Provincial Health Services Authority, the IT Client Services Analyst plays a crucial role in ensuring patient safety and operational efficiency. This position emphasizes the importance of quality and safety in all aspects of service delivery.

Reporting to the Client Services Manager, the IT Client Services Analyst operates in a multifaceted IT environment, providing unscripted troubleshooting at both first and second levels. This role is essential in addressing inquiries and requests related to IT equipment, maintenance, and services, all of which are managed through the IT and Telecommunications departments. The Analyst also offers technical and administrative support for IT relocations and installations, alongside financial and administrative assistance for the department.

Key Responsibilities

  • Deliver first and second-level problem resolution for IT and Telecommunication users across the province, categorizing alerts into bugs or enhancements, and collaborating with users to identify specific processes for resolution.
  • Assist users in troubleshooting telephone issues, including various landline systems, by analyzing and diagnosing problems, formulating potential solutions, and evaluating outcomes.
  • Provide remote technical support, investigating and resolving hardware and software issues according to established protocols.
  • Support all IT products and services, which may involve answering inquiries, troubleshooting issues, and instructing users on software and hardware functionalities.
  • Offer comprehensive technical support for non-standard products, including installation of necessary hardware and software, and documentation of issues.
  • Manage break/fix situations, configuration challenges, software installations, and hardware repairs.
  • Create and document technical support materials, including user guides for new technologies.
  • Conduct testing of application deployments to ensure quality assurance, including unit testing and systems integration.
  • Research and evaluate various IT and Telecommunication solutions, recommending new or revised service delivery options to align with best practices.
  • Provide clients with various options for equipment and service delivery based on their needs.
  • Liaise with vendors to ensure timely resolution of issues.
  • Participate in projects by gathering requirements, documenting processes, and assisting in testing and implementation.
  • Perform additional related duties as assigned.

Qualifications and Skills

  • Completion of Grade 12 and a recognized two-year diploma in computer systems technology, along with two years of relevant experience, or an equivalent combination of education and experience.
  • Strong commitment to fostering reconciliation and understanding of Indigenous Peoples' rights and issues.
  • Proficient typing skills.
  • Effective verbal and written communication abilities.
  • Strong interpersonal skills.
  • Physical capability to perform the duties of the position.
  • Excellent organizational skills.
  • Ability to operate relevant equipment.

What We Offer

The Provincial Health Services Authority is dedicated to providing the best possible care for patients and their families. We prioritize the well-being of our employees by offering health and wellness programs, professional development opportunities, and a comprehensive benefits package.

  • Opportunities for growth and recognition within one of BC's largest employers.
  • Access to extensive professional development through in-house training programs.
  • A comprehensive benefits package, including a municipal pension plan and wellness resources.
  • Generous vacation entitlement and statutory holidays.
  • Flexible work options to support employee needs.
  • Access to a premium discount program for various services and products.

Commitment to Diversity

The Provincial Health Services Authority is committed to equity in hiring practices and fostering an inclusive environment. We encourage applications from individuals belonging to historically marginalized groups.

We strive to eradicate Indigenous-specific racism and welcome Indigenous individuals to apply.