ISC Support Specialist

ubc; Vancouver; On-site; CAD 69,000 - 99,000; Full time

Job summary

The University of British Columbia (UBC) is a global research university delivering high-quality support services to a diverse community of faculty, staff and students. The ISC Support Specialist role focuses on frontline troubleshooting, user assistance, and cross-functional collaboration to ensure reliable operations and service excellence.

Reporting to the Service Desk Manager, the position emphasizes technical guidance, knowledge-base development and adherence to privacy practices while

Qualifications

• Provides front-line IT support for ISC products and services.
• Diagnoses and resolves ISC issues; uses remote support tools when needed.
• Advises on processes and procedures for integrated service requirements.
• Maintains privacy and information security practices when handling PI and tickets.
• Develops Tier 0/1 knowledge base content and service centre documentation.

Responsibilities

• Provides first level support to the UBC community for ISC products and services.
• Diagnoses, troubleshoots and resolves user issues; escalates when necessary.
• Gives information about business processes across multiple systems.
• Manages authentication and access controls for ISC products.
• Supports incident tracking, trends and coordination as required by the ISC team.

Job description

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Administration, Level A

Job Title

ISC Support Specialist

Department

Service Desk - STU | Integrated Service Centre | Finance and Operational Excellence | VP Finance and Operations

Compensation Range

$6,143.67 - $8,830.25 CAD Monthly The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

August 24, 2026

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Ongoing

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Summary

The University of British Columbia ( UBC ) is a global centre for teaching, learning and research, consistently ranked among the top 20 public universities in the world and recently recognized as North America s most international university. UBC is a diverse environment, with almost every industry vertical represented from healthcare, education, food and beverage, legal, media, real estate, etc. and with more than 70,000 members of the community UBC s service providers need to be able to meet a variety of stakeholder needs with both robust and mature operational capabilities combined with the agility and innovation required to meet the ambitious objectives laid out in its new Strategic Plan: Shaping UBC s Next Century.

The Integrated Service Centre ( ISC ) maintains, continuously improves and enhances the systems and processes that support operational functions of UBC, including human resources and finance (and student services, in the future). Team members within this unit will work cross-functionally with other departments/units across UBC. The vision for the ISC is to provide integrated services that create an enriched user experience for UBC faculty, staff and students.

The ISC Support Specialist provides front-line support for the UBC community, ensuring that UBC stakeholders are effectively enabled. This position provides technical advice and support to end-users/customers by analyzing, troubleshooting, diagnosing and applying appropriate solutions to help resolve issues.

Organizational Status

Reports to the Manager, Service Desk. Works in partnership across the ISC Support Specialist team and the broader UBC community to deliver integrated services for all stakeholders, continuously improving upon ISC service and related product solutions. Frequently engages across UBC community to execute on service excellence, resolving queries and escalating as required.

Work Performed

1) Provides first level support to the UBC community for ISC products and services:

• Analyzes, troubleshoots, and diagnoses root causes and applies appropriate solutions to restore end-user issues.
• Diagnose and resolve problems for ISC services and products, using tools for remote support as required; escalates when necessary, and documents problem status and action taken.
• Advises on processes and procedures based on integrated service requirements, related to user issues.
• Identifies and troubleshoots system issues such as password issues, access issues, desktop hardware or software to resolve access to service.
• Understands current outage or outstands bug lists to provide users with information about known issues.
• Provide information and advice on business processes with multiple systems.
• Applies privacy and information security practices specifically on the handling of PI (documenting, transferring, securing) and the requirements for transferring and for setting confidential tickets; understands PrIS policies and procedures as well as the implications on user support.
• Develops Tier 0/1 content materials to enhance knowledge base and keep information accurate and current; prepares and maintains Service Centre documentation is accordance with prescribed standards.
• Strong understanding of services provided across UBC and endeavors to gain knowledge in both technical and functional areas.
• Performs authentication services and access controls for ISC products as required and able to assist in access request information collection and diagnosis.
• Follows service management procedures to link between incidents, problems to incidents, incidents to change, and incidents to knowledge sources.
• Supports any tracking of incident trends and/or coordination required by UBC critical incident r