Support Specialist I Service Desk

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose - delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

The Support Specialist 1 provides first level support for all computer related issues for internal business partners/end users requesting assistance with technology issues and problems. In addition, the Specialist 1 provides first level end-user support in-house and works on assignments that are not complex in nature where judgment is required in resolving problems.

Key Responsibilities:
Technical Support:

- Takes all calls, conducts triage, and acts on calls according to escalation procedures.
- Logs all calls and updates entries when actions are taken.
- Contacts users to follow-up on services, solutions or products to ensure their needs have been met.
- Provides, creates and maintains appropriate documentation.
- Keeps users up-to-date with relevant information and decisions.
- Monitors services provided and makes recommendations for improvements.

System Administration:

- Processes Staff changes and administers users.
- Carries out other related tasks and projects as assigned.

Qualifications:

- Education: Technical Diploma
- Experience: 1 to 2 years providing first level customer support for technical issues related to IT.
- Excellent listening skills
- Troubleshooting methodologies
- Excellent oral and written communication skills
- Demonstrated ability to meet deadlines
- Ability to work both independently and with other team members
- Demonstrated ability to be proactive when dealing with issues and challenges
- Excellent analytical and troubleshooting skills
- Excellent multi-tasking and organizational skills
- Customer focus

Preferred:

- Support methodologies such as Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM)
- Customer Service processes and impacts, Service Level Agreements, Operating Level Agreements
- Familiarity with Project Management methodology (PMP)
- Business knowledge on related systems.

Internal Applicants: Please note that this internal posting will close on June 27th and is a Grade 8 role.

The salary range for this position is $51,522.12 - 68,696.16 CAD annual and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 5%, with the opportunity to earn up to 9%.

What we offer:
- The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.- Career and personal development to help you grow and reach your goals.- Incentives that recognize team and individual sales and performance.- Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.- A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.- Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.- BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.- Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.
- for permanent employees

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