Service Desk Technician 1

Whether it is through 9-1-1 call answer, police and fire dispatch or our mission-critical technology services, E-Comm’s vision is that of safer communities in British Columbia through excellence in public safety communications. We provide a critical lifeline during emergency situations for first responders and the public. Our people are passionate about this work and are dedicated emergency communications professionals. We are looking for someone to join our team who shares that same spirit of collaboration and wants to contribute to saving lives and protecting property across British Columbia.

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

Service Desk Technician 1

We are seeking an experienced Service Desk Technician who possesses strong technical capabilities, a positive attitude, a sense of commitment to their team and a customer-first mindset.

Reporting to the Service Desk Manager, you will act as a central point of contact between internal and external clients and Technology Services. Leveraging your technical and customer service skills, you will handle and resolve incoming support incidents and service requests, troubleshooting and resolving tier 1 service calls for a wide variety of technical issues including network and operating systems, applications, hardware, mobile devices, wireless technology and telephony.

Demonstrating your exceptional customer support skills while helping users overcome their technical issues will be core to this role. Possessing a solution focused mindset while working as part of a cohesive team will make you an excellent candidate for this role.

Are you…

• A service oriented IT technician who has demonstrated abilities in a fast paced, dynamic working environment?
• Curious and always taking the initiative to improve processes?
• Resourceful and responsive to internal team members and external clients?
• Innovative with the tenacity to find solutions when confronted with challenges?

Your day-to-day duties in this role will include:

• Answering e-mails and incoming calls through an automated call distribution system, logging all incidents and requests in the IT service management tool
• Undertaking first level, primarily remote support to internal and external clients for a wide variety of technical, network and operating systems, applications, hardware, mobile devices, and wireless technology and telephony
• Providing advice, information, informal training and assistance to clients in the use of various software applications, computer systems, telecommunication devices, computer hardware and technology services
• Monitoring the completion of escalated tickets and ensuring that tickets are completed in a timely manner and that the technical knowledge base is updated

What you will bring:

• Completion of a certificate or diploma in computer science or related discipline and preferred minimum 1-2 years of related work experience; or an equivalent combination of training and experience.
• ITIL Foundation v3 or later accreditation preferred
• Previous experience in an IT Service Desk environment would be considered a benefit
• Knowledge of computers, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows operating systems
• Ability to balance priorities and meet service expectations in a fast-paced call centre environment.
• Ability to communicate effectively orally and in writing, to prepare knowledge based articles and other technical documentation

What we offer:

• Meaningful work – work with a sense of purpose, supporting the public and first-responders
• Competitive salary and extended health/dental benefits
• Earned Time Off – eligibility to participate in our Accumulated Time-Off Program
• Employee Savings Plan – employer matched contributions to a savings account
• Pension – we are members of the Municipal Pension Plan, a defined benefits fund

Security Requirements:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies, is seven [7] years.

To qualify for this process, a candidate may either be a Canadian Permanent Resident [PR] or Canadian Citizens. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

Covid-19 Vaccination Requirements:

As an integral part of British Columbia’s emergency services, all E-Comm employees are required to be fully vaccinated as a condition of hire and ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a characteristic protected by the British Columbia Human Rights Code.

JOB DETAILS

• Number of positions: Minimum of One (1)
• Job status: Regular Full-Time
• Hours of work: Monday through Friday, 40-hour work week; Shift work is required within the Service Desk hours; Flexible hours required at times during the week and occasional weekends, to accommodate special activities/events
• Wage/Salary: PG 16| $28.40 to $33.35 hourly; $ 59,074.85 to $ 69,362.51 annually (2022 rates)
• Employee Group: CUPE, Local 8911
• Department: Technology Services
• Location: Vancouver
• Closing date for applications: Wednesday, December 13, 2022 at 11:59 PM