Support Specialist III - Service Desk
BCAA
Burnaby, Canada
20d ago

Position Overview Aon Hewitt has announced BCAA as a 2018 Canadian Gold Level Best Employer If you are looking for an empowering and progressive place to build your career, then you’ve landed in the right place at BCAA.

With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province.

Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.

What is the job? BCAA's Information Services (IS) team is hiring for a Support Specialist III - Service Desk. The Support Specialist III provides first and second level support for all computer related issues for internal business partners / end users requesting assistance with technology issues and problems.

In addition, the Specialist provides first and second level end-user support in-house and works on assignments that are somewhat complex in nature where judgment is required in resolving problems and making routine recommendations.

Provides assistance to entry level team members. In addition this role will also be responsible for security compliance for all end point devices within the organization.

If you are looking for an empowering and progressive place to build your career, then you’ve landed in the right place at BCAA.

With our corporate Head Office in Burnaby and locations around BC, we offer a wide variety of opportunities all across the province.

Go the extra mile and share our vision to be the most trusted organization in British Columbia, absolutely famous for doing the right thing.

What is the status? Regular Full-Time What are the hours? 35 hour work week Key Responsibilities Include

Technical Support :

  • Provides friendly, courteous, first level, and sometimes second level, technical support for all business users, providing phone and email based support based on defined procedures.
  • Takes all calls, conducts triage, and acts on calls according to escalation procedures.
  • Able to conceive and implement productivity improvements within operations
  • 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.
  • Coaches and provides assistance to Support Specialists.
  • Assists with process improvement initiatives.
  • Identifies and communicates preventative measures to reduce future incidents.
  • Identifies and communicates preventative measures to reduce future incidents.
  • System Administration :

  • Processes Staff changes and administers NEAT users.
  • Provides first level, and sometimes second level, administration including but not limited to HEAT Administration, Active Directory email and distribution groups creation as well as file and folder access management.
  • Administers System Centre Configuration Manager for Desktop packaging and patching
  • Projects :

  • Acts as a resource on projects as required.
  • Informs Project and / or Resource Manager on any issues or risks.
  • Performs knowledge transfer and training between IS and other BCAA business units.
  • What you bring to the role : Education :

    Education :
  • Technical Diploma
  • Experience :

  • At least 4 years providing first level customer support for technical issues related to IT
  • Technical : Experience with Networks, Operating Systems (Windows 7, 8.1 &10), Applications such as Office 365, Support mythologies such as ITIL, ITSM;
  • Service Level Agreements (SLA's) and Operating Level Agreements (OLA's), PMP, technical troubleshooting methodologies

  • Strong knowledge of System Centre Configuration Manager (Packing, deployments)Strong knowledge of Service Management tools (Service-Now)
  • 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
  • Preferred :

  • Understanding of BCAA processes
  • Business knowledge on systems similar to those supported within BCAA
  • Background Checks :

  • Must successfully pass a background check, which may include a criminal, credit and credential.
  • Division CIO Job Status Regular Full Time (RFT) Location Name Head Office (Burnaby) Location Name Burnaby Compensation & Benefits Overview What BCAA offers you :

    It’s not in our nature to brag but we are proud of some of our achievements that recognize great employee culture. Some of our latest awards include being one of AON Top 50 Employers in Canada 2018 and Top 50 Employers for Young People 2015.

  • Our team members get to make a difference in the lives of our Members and their communities every day.
  • We pride ourselves in being open and transparent and in empowering our people to do great work while serving our Members.
  • We enthusiastically support learning and advancement opportunities for our team members.
  • We are an equal opportunity employer that’s committed to accessible, inclusive employment.
  • We have an amazing Total Rewards Program which offers : Extended Health and Dental, Vision Care, Life Insurance, RRSP matching with company contribution to your pension, access to Incentive Programs, Team Profit Sharing, Employee & Family Assistance Program and more.
  • Team members at our Home Office also get to use our Shared EV (electric vehicle) Program, have access to our subsidized cafeteria and free fitness centre.
  • We aspire to be one of the best places to work for those who value integrity, teamwork and community. Each of us will grow personally and professionally by doing engaging work with inspiring people.

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