Service Desk Technician

We are seeking a highly motivated and customer-oriented IT Service Desk Technician to join our team. This position will be embedded within our business, providing technical support, and maintaining efficient IT operations while prioritizing exceptional customer service and aligning IT activities with our overall business objectives. As a service desk technician, you will play a crucial role in resolving complex technical issues, ensuring optimal system performance, and delivering excellent user experience.

The Service Desk Technician will be based in North Vancouver, BC. This role provides direct customer support to a diverse group of users and is a valued contributor of a top tier shared service team.

**Note: Due to business needs, this position is required to be fully on-site based at 50 Pemberton Avenue North Vancouver, BC.**

**What you'll do**
- Customer Service: Delivers outstanding customer service by actively listening to user concerns, empathizing with their technical difficulties, and providing clear and concise explanations. Foster positive relationships with users, establishing yourself as a trusted technical advisor.
- Business Alignment: Understands and aligns IT support activities with the goals and objectives of the business. Collaborates with business stakeholders to identify technology needs, propose solutions, and contribute to the development of IT strategies that support business growth and efficiency. Attends daily operational meetings to ensure optimal support and alignment with business priorities.
- Incident Management: Owns and manages incidents through their entire lifecycle. Accurately assess incident impact and urgency, prioritize resolution efforts, and ensure timely communication and updates to users. Escalates incidents to appropriate teams if necessary, tracking progress until resolution.
- Documentation and Knowledge Base: Creates and maintains comprehensive documentation, including troubleshooting guides, knowledge base articles, and standard operating procedures. Continuously updates documentation to ensure accuracy and relevance, enabling Level 1 support to handle more incidents effectively.
- Continuous Improvement: Actively participates in process improvement initiatives, contributing innovative ideas and suggesting efficiency enhancements for IT service delivery. Stays up to date with emerging technologies, industry trends, and best practices in IT service management.
- This position is on call rotation with the rest of the Service Desk staff.

**What you’ll bring**
- Associate degree or higher, or equivalent work experience.
- 1-3 year of experience in service desk support with similar end-use support experience.
- Technical certification, such as HDI SCA, A+, Network +, ITIL foundations, Microsoft Azure fundamentals.
- Proven experience working in an IT service desk or technical support role, preferably in a customer-centric or business-embedded environment.
- Strong technical knowledge and job history of hardware, software, networks, and Windows operating systems. Specifically, proficiency in Active Directory, Azure, M365, Cisco networking, VDI setup and administration.
- Strong support and system administration skills.
- Experience successfully working in a distributed workforce environment.
- Familiarity with ITIL principles and best practices, particularly in incident management, problem management, and service request fulfillment.
- Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
- Excellent customer service skills, with the ability to communicate technical concepts to non-technical users effectively.
- Analytical mindset with strong problem-solving skills, able to diagnose and resolve complex technical issues efficiently.

**Why you’ll love working here**
- This is a full-time, permanent position. With multiple operations and long-term projects, Seaspan employees enjoy job stability as we look ahead to build ships for decades to come.
- We also provide a best-in-class health and wellness benefits package for this position, including such things as full health care (e.g. unlimited physiotherapy), dental, vision, life insurance, medical leave coverage, parental leave coverage, childcare benefit partnership, wellness/fitness reimbursement for memberships or registration fees, and an Employee Family Assistance Program (EFAP).
- Free on-site gym.
- Parking is included and to assist those that are using transit, we operate a complimentary shuttle bus Monday through Friday with various pick up and drop off points around North Vancouver.

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