Support Specialist I Service Desk (Remote)

BCAA • Full-time • Burnaby, British Columbia, Canada • C$ 51,522.12 - C$ 68,696.16 / year • 4w ago

Why BCAA?

Feel proud of what you do and help shape the future of BC at a BC Top Employer. We’re driven by purpose – delivering peace of mind to one in three BC households with insurance, roadside assistance, auto repair, Evo Car Share and Evolve E-Bike Share. With a long history of keeping roads safe and giving back in ways that build stronger communities, we offer a wide variety of meaningful, rewarding careers that move BC forward.

The Support Specialist 1 provides first level support for all computer related issues for internal business partners/end users requesting assistance with technology issues and problems. In addition, the Specialist 1 provides first level end-user support in-house and works on assignments that are not complex in nature where judgment is required in resolving problems.

Key Responsibilities:

Technical Support:

• Provides friendly, courteous, 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.

• 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.

• Monitors services provided and makes recommendations for improvements.

System Administration:

• Processes Staff changes and administers users.

• Carries out other related tasks and projects as assigned.

Qualifications:

• Education: Technical Diploma

• Experience: 1 to 2 years providing first level customer support for technical issues related to IT.

• Technical: Experience with Networks, Operating Systems, Applications such as MS Office, Email, Web, and Windows

• 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

• Customer focus

Preferred:

o Support methodologies such as Information Technology Infrastructure Library (ITIL), Information Technology Service Management (ITSM)

o Customer Service processes and impacts, Service Level Agreements, Operating Level Agreements

o Familiarity with Project Management methodology (PMP)

o Business knowledge on related systems.

Internal Applicants: Please note that this internal posting will close on June 27th and is a Grade 8 role.

The salary range for this position is $51,522.12 - 68,696.16 CAD annual and is determined via job-related knowledge, skills, experience, certifications, market demand and internal equity. In addition to base salary and BCAA benefits, this position is eligible for a performance bonus target of 5%, with the opportunity to earn up to 9%.

What we offer:

The chance to make a difference every day in the lives of British Columbians, BCAA Members and our communities.
Career and personal development to help you grow and reach your goals.
Incentives that recognize team and individual sales and performance.
Flexible benefits to support your health and lifestyle, and wellness dollars* to keep your body, mind and soul thriving.
A competitive rewards package including salary performance bonus programs, pension plan*, and more to help build your personal wealth.
Paid time off including vacation, and days for wellness, volunteering, and cultural, spiritual or religious connection.
BCAA membership, with valuable perks and Member savings on every day and special spending, from gas and coffee to clothes, sports and event tickets, and hotels.
Meaningful, rewarding work for a BC Top Employer known for putting people first and constantly building a better workplace for all our team members.

*for permanent employees

We’re always looking for amazing people like you. Apply today!

BCAA is an Equal Opportunity Employer, committed to providing accessible, inclusive employment. We have a long-standing partnership with the Presidents Group which strives to increase employment opportunities for people living with disabilities, and champion accessible employment in BC. If you need personalized support through application and recruitment, please contact HRAccommodations@bcaa.com.

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