BC Public Service situated in Victoria, BC V9B 6X2 CA is currently looking for applications for the role of Service Desk Support who is a self-motivated individual with excellent interpersonal skills. The selected candidate must start work promptly. This is a regular full-time position.
Employer Name: BC Public Service
Position: Service Desk Support
No. of vacancies: 1
Salary: $62,609.62-$70,814.71 annually
Employment type: Regular Full Time
Location: Victoria, BC V9B 6X2 CA (Primary)
Also hiring: Banquet Server
Job Description
- The candidate will be responsible for receiving, recording, prioritizing, and managing service requests, incidents, and alerts through the IT service management system, gathering relevant information, assessing impact and urgency, identifying solutions, and escalating issues in accordance with established procedures.
- The candidate will be responsible for monitoring service queues and system-generated alerts to ensure incidents and requests are addressed within established service levels and operational standards.
- The candidate will be responsible for providing first-level support for desktop, laptop, mobile device, printing, networking, telephony, collaboration technologies, and remote access for both on-site and remote staff.
- The candidate will be responsible for performing diagnostic testing, reviewing logs and historical incidents, guiding users through troubleshooting steps, documenting root causes and resolutions, and following up to ensure successful issue resolution.
- The candidate will be responsible for deploying, configuring, and supporting Windows endpoints using Microsoft Intune and Windows Autopilot, including device enrollment, application deployment, policy assignment, and compliance monitoring.
- The candidate will be responsible for supporting employee onboarding, offboarding, and equipment lifecycle activities, including device provisioning, account setup, software deployment, and asset tracking.
- The candidate will be responsible for identifying recurring incidents, service trends, and opportunities for process improvement, and recommending enhancements to technology, support procedures, communications, and training materials.
- The candidate will be responsible for participating in incident reviews, problem management activities, and team meetings to assist in identifying root causes and preventive actions.
- The candidate will be responsible for creating, tracking, testing, and validating resolutions for known issues and contributing to the organization’s knowledge base.
- The candidate will be responsible for developing and maintaining technical documentation, including support procedures, workstation standards, device deployment processes, account administration procedures, and configuration documentation for cloud and on-premises systems.
- The candidate will be responsible for assisting with IT projects and technology initiatives, including researching, evaluating, and testing hardware, software, cloud services, and productivity solutions to support business requirements.
- The candidate will be responsible for maintaining awareness of emerging Microsoft technologies, cybersecurity practices, and endpoint management tools to support a secure and modern workplace environment.
Job Requirements
- The candidate must have experience providing customer support services in an information technology environment or helping end users use and understand computer hardware and software.
- Preference may be given to candidates who have completed a Computer Systems Technologies Program, an Information Technology Certification program, or an equivalent qualification.
- Preference may be given to applicants who self-identify as First Nations, Métis, Inuit and/or Indigenous, Black or racialized, 2SLGBTQIA+, people with diverse gender identities or expressions, and/or people living with disabilities.
- Preference may be given to applicants with previous help desk experience in the BC Public Service.
Additional information
Security and safety
- The candidate will be required to successfully meet the BC Public Service security screening requirements, including completing a criminal records check upon receiving an offer of employment.
Work conditions
- The candidate must be available to provide help desk coverage until 5:30 p.m., with start times varying according to the assigned schedule.
- The candidate must demonstrate a commitment to antiracism.
How to Apply
If you are interested in applying, please submit your application through the provided channels or options.