Technical Support Analyst

The Opportunity The Technical Support Analyst is responsible for user support and maintenance of computer hardware, software, and networks. Status: Regular Full-Time, Union Number of Positions: 1Pay Grade: 14 ($37.65 - $43.59 per hour, working 40 hours per week) Location: Vancouver, BC Reports to: Leader, IT Operations As a Technical Support Analyst, you will: Provide timely resolution to user requests for support with software applications, mobile devices, computer equipment, meeting room support and networks by resolving technical issues, providing coaching, and recommending training remotely and in person. Maintains records of resolution details and follow up information. Forward user requests requiring additional support to appropriate IT team. Tracks application issues and informs development team of issues and opportunities. Ensure systems are operating efficiently by monitoring performance of computer hardware, software, and networks and taking appropriate action to resolve technical issues. Create accounts and configures hardware as part of onboarding process. Implements new or upgraded hardware, software and network services with minimal downtime or disruption of service by planning, automating processes, and thoroughly testing. Manages and monitors internal assets to ensure accurate inventory records. Ensure the Authority can be operational after service disruptions through the development of recovery scripts and procedures for applications, operating systems and files/databases. Assess new computer hardware, software or network services and makes recommendations on replacement or future purchases while adhering to the department’s budget Ensure the Authority data, services, systems and computing resources are secure by employing security best practices, keeping software and firmware up-to-date, apply vendor security patches in a timely manner Purchase and replenish IT equipment for new hires and replacements and ensure proper disposal of older devices. Research, evaluate and implement new systems to increase productivity and enhance overall business operations Create IT knowledge base articles and document best practices for applications Prepare reports for IT Operations Leader to assist with Operational decision making Knowledge, Skills & Experience you have: The required knowledge and skills for the position would be acquired through a diploma in computer science and 2 years of experience in IT. Solid communication, interpersonal, and customer service skills to understand and resolve user issues. Solid analytical and problem-solving skills to assess and troubleshoot problems. Ability to understand requests and issues in the larger context of the business to ensure that solutions are holistic and sustainable. Knowledge of current and emerging technologies. Knowledge of Windows, Word, Excel, Visio, Outlook Knowledge of current Microsoft Operating Systems Knowledge of other operating systems e.g. Linux / UNIX Knowledge of Office 365, OneDrive, Microsoft Azure, Knowledge of Mobile Device Management (MDM) systems (Microsoft Intune, JAMF) Knowledge of DNS, DHCP, BOOTP, TFTP, PXE, PuTTY Knowledge of Active Directory, PowerShell Knowledge of communications hardware/software Knowledge of personal computer hardware/software configuration Knowledge of VoIP and telephony systems Knowledge of Antivirus, Anti-malware, Backup/Recover Knowledge of basic cybersecurity principles / concepts Knowledge of software deployment Knowledge of Web development Beyond the role: Community & Wellness – We recognize that we’re human and respect each other’s diverse needs. We strive to maintain a healthy culture of psychological safety, belonging, and space to prioritize healthy minds and well-being. Are you curious about our hybrid connection model with flexible work arrangements? Just ask. Employee Resource Groups – We have Employee Resource Groups (ERGs) for Mental Health & Wellness, Indigenous Relations & Reconciliation, and Equity Diversity and Inclusion (EDI) to support initiatives we’re passionate about. Learning & Development – We value giving and receiving feedback, as well as encouraging different ways for us to continuously learn as a company. This can be through Lessons Learned wrap up sessions, 1:1s, team or individual courses/workshops/conferences. Some tuition reimbursement may apply.