Associate Technical Analyst, Service Desk

BC Ferries•Victoria, BC

1d•$6,178•Onsite

About The Position

At BC Ferries, our Service Desk team is the backbone of critical operations—connecting vessels, terminals, and corporate systems across the coast. Every day, employees across our terminals, vessels, and offices rely on dependable IT systems to support one of the largest ferry networks in the world — and our Service Desk team plays a critical role in making that happen. We are looking for a customer-focused and technically skilled Associate Technical Analyst, Service Desk to join our IT team. In this role, you will provide frontline technical support to employees across the organization, helping resolve issues, restore services, and improve the overall user experience through strong technical troubleshooting and exceptional service delivery. If you enjoy solving problems, collaborating with others, and working in a fast-paced environment where no two days are the same, we encourage you to apply.

Requirements

Completion of a bachelor’s degree in Computer Science, Math, Business or IT related discipline from a recognized university OR completion of a diploma in Computer Science or an IT related discipline plus related on-the-job education OR significant evidence of related, on the job work experience
Supplementary training in MS Windows operating systems, MS Office suite, general office software, business analysis and troubleshooting
ITIL Foundation Certification OR the ability to acquire certification within 3 months of employment
Demonstrated experience working on a variety of assignments in a technical / analytical role including 1-2 years providing end user support in an Information Technology role
Experience working with MS Windows operating systems, MS Office suite
Business analysis, problem solving and troubleshooting experience
Consistent performance as an individual contributor
Experience with an ITSM ticketing system to create, update, and manage tickets with precision and attention to detail
Troubleshooting experience on Microsoft desktop OS, iOS OS, Android OS, and software related issues
Experience with incident management, including troubleshooting and escalation
Familiarity with ITIL or related service delivery frameworks
Ability to achieve a consistently high level of Customer satisfaction through assessing requirements, establishing goals, prioritizing activities, and owning issues from inception through to resolution
Ability to establish and maintain on-going working relationships with Customers at all levels of organization
Strong Team orientation and the ability to establish and maintain cooperative working relationships
High level of self-motivation and initiative
Ability to work well under pressure with minimal supervision
Strong verbal and written communication skills
Comprehensive knowledge of IT systems, interfaces, networks, peripherals sufficient to enable effective and efficient diagnosis and resolution of moderately complex technical problems
Ability to create, introduce and / or recommend new ideas or processes into the workplace to improve the safety and quality of work thus increasing performance and productivity
Proven commitment to high-quality client support and service delivery to customers

Nice To Haves

Security Environment Certification
Microsoft 365 Certified Administrator
Microsoft 365 Certified Endpoint Administrator Associate
Security Environment Certification
CompTIA A+ certification or equivalent
Project Management

Responsibilities

Working closely with IT staff and vendors to resolve incidents, service requests, and system enhancements
Contributing to IT Service Management through excellence in incident investigation, troubleshooting, ticket creation, and ticket routing
Maintaining data required to support ITSM practices, ensuring the integrity and relevancy of records and metrics
Adding value to Knowledge Management practices by identifying opportunities for new knowledge articles and updates to existing documentation
Supporting technology solutions within the service catalogue and other systems as directed
Providing user training appropriate to the needs and technical requirements of the user community
Conducting routine hardware and software audits of operating systems, workstations, servers, and peripherals to ensure compliance with established standards, policies, configuration guidelines, and procedures
Participating in continuous improvement initiatives by recommending enhancements and contributing to the implementation of approved improvements
Contributing to all ITSM practices in support of effective service delivery
Performing, under direct supervision, remote desktop problem resolution, software installations and upgrades to operating systems and layered software packages, scheduling installations and upgrades, and conducting hardware and software audits
Assuming the Incident Coordinator role for Priority 1 incidents and the Incident Commander role for Priority 2 incidents
Providing Tier 1 technical support through multiple channels, including phone, email, and other communication methods, ensuring prompt and effective assistance
Participating in an on-call rotation to support operational and business requirements
Performing other related duties as assigned from time to time