IT Support Technician

TransLink; Vancouver; On-site; CAD 60,000 - 80,000; Full time

Job summary

Join Transit Police as an IT Support Technician in Vancouver, where you will bridge Tier 1 and Tier 2 support. This role involves advanced troubleshooting and managing user accounts in a dynamic transit environment. Ideal candidates will have a diploma in IT and several years of experience supporting technical systems, with a focus on enhancing operational efficiency in policing services.

Qualifications

• Grade 12 graduation plus a 2-year diploma in IT or Computer Science.
• At least 3 years experience in technical support in a network environment.
• Call Centre experience or experience in policing environment is an asset.

Responsibilities

• Provide Tier 1 and Tier 2 support for hardware, software, and network issues.
• Manage user accounts and ensure compliance with security protocols.
• Troubleshoot and resolve complex technical problems.

Skills

Troubleshooting

Technical Support

User Account Management

Documentation

Education

Diploma in Information Technology or Computer Science

Certifications such as CompTIA A+ or ITIL Foundation

Job description

Marketing Statement

Metro Vancouver Transit Police ("Transit Police") is the leader in regional public transit policing, operating across 22 communities. It provides policing services to all modes of transit: Bus, SeaBus, SkyTrain, and West Coast Express. In partnership with cross-regional partners, Transit Police prevents crime and provides coordinated police services to transit users throughout the region. It also seeks to have a workforce that is responsive to and reflective of the many diverse communities is serves.

Responsibilities

The IT Support Technician serves as a bridge between Tier 1 and Tier 2 support, providing advanced troubleshooting, diagnosing, and resolving technical issues for hardware, software, and network systems. Delivers both remote and onsite support in a networked environment, addressing escalated user issues related to general systems, specialized applications, and custom software. Acts as the primary point of contact for technology-related problems, ensures prompt and effective resolutions while troubleshooting, maintaining, and configuring systems to ensure network functionality and user productivity. Maintains technical documentation, identifies recurring issues, and contributes to process improvement, ensures seamless IT operations and enables consistent, productive system performance.

Duties And Responsibilities

• Manages and administers user accounts by:
• Reviewing and validating computer access request forms to ensure proper authorization.
• Creating new user accounts and granting access to essential network resources, including email, business applications, and shared group accounts.
• Explaining security procedures and account usage policies to clients.
• Assisting clients in resolving network access issues, escalating security concerns when necessary.
• Verifying account validity with managers, deactivating expired accounts, and updating user permissions for software and directories as needed.
• Providing temporary passwords, resetting user credentials, and ensuring compliance with security
  
  

protocols.

• Advising clients on proper file storage to ensure daily backups.
• Monitoring user storage allocation on network drives, recommending alternative storage solutions, and educating users on the risks of local storage along with preventative measures.
• Updating and managing user accounts using Service Desk software, ensuring accurate tracking
  
  

and reporting.

• Creating and maintaining shared group accounts while adhering to network guidelines.
• Staying informed about updates to network administration tools and incorporate them into daily workflows.
• Designing, managing, and updating IT-related forms to streamline account management
  
  

processes.

• Provides Tier 1 and Tier 2 technical support to clients in a networked environment, addressing issues
  
  

related to personal computer software, hardware, custom applications, and network problems

Including

• Maintaining up-to-date expertise in standard desktop applications, Windows operating systems, peripherals, and Service Desk procedures.
• Staying informed about problem resolution options, software functionalities, formatting, navigation, and user interfaces.
• Analyzing, assessing, and prioritizing incoming incidents and emails.
• Consulting with clients to clarify problems, diagnose root causes, and assign appropriate response priorities.
• Resolving login and common issues or escalating complex custom application problems as needed.
• Addressing problems using Service Desk procedures, historical incident records, and vendor knowledge bases, verifying solutions effectively.
• Resolving issues over the phone or through remote control software.
• Performing onsite troubleshooting for second-level issues, including providing support across all Transit Police facilities when required.
• Escalating incidents that exceed established service level agreement (SLA) timeframes or require hands-on resolution to second-level support specialists.
• Offering temporary alternative solutions to keep users operational during prolonged repairs.
• Responding to client queries and providing personalized training on the use of desktop software applications (e.g., word processing, spreadsheets, email) and peripherals.
• Logging requests for new hardware and performing onsite installation of workstations and applications as required.
• Recording all incidents in Service Desk software, documenting detailed resolutions for reference in future troubleshooting efforts.
• Keeping clients informed about the status of their issues and ensuring follow-up until resolution is achieved.
• Providing limited emergency support on an on-call basis outside regular business hours.
• Installs standard office software and additional business applications according to established schedules, while coordinating and delivering communication updates between the Information
  
  

Technology Department And General Users By

• Contacting key system users and IT staff to inform them about scheduled and unscheduled system or network downtime for maintenance.
• Notifying all users of any scheduled or unscheduled downtime of systems or the network.
• Acting as a backup coordinator in emergency situations, such as those outlined in the Disaster Recovery Plan.
• Performs related duties as assigned, such being items of a minor nature that do not affect the value of the job.
  
  

Education

Qualifications

Requires grade 12 graduation plus a two (2) year diploma in Information Technology, Computer Science, or a related field from a recognized institute of technology specializing in information systems including courses in operating system technologies (including Microsoft various versions), user accounts, advanced word processing, spreadsheets, etc. Certifications such as CompTIA A+, ITIL Foundation, or equivalent are a plus.

Experience

Requires at least three (3) years’ experience providing technical support in a networked environment, involving prioritizing, advising and resolving a large volume of customer problems (preferably troubleshooting IS problems). A further period of up to six (6) months is required to become familiar with the corporate IS environment, its Operating Systems, office and Service Desk software and problem resolution procedures. Call Centre experience and/or experience in a policing environment would be an asset. Must be able to obtain and maintain enhanced security clearance.

Other Information

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process.

Please note: An equivalent combination of education and experience may also be considered.

Once in the process, testing may be used to confirm this suitability and all internal applicants will be required to obtain a pass mark of 70% on each component of the testing to demonstrate a minimum level of proficiency in the position.

Work Schedule

37.5 hours per week.

Work Designation

Resident - This position works predominately on-site

Rate of Pay

Group: 8

Salary: $38.94 - $46.71 per hour

Closing Statement

The recruitment practice within Transit Police is that applications from qualified employees within Transit Police and its subsidiaries will be considered prior to considering applications from external candidates. Transit Police retains the final hiring decision.

Conditions of Employment

Applicant will be required to possess or have the ability to obtain and maintain enhanced security clearance.

How To Apply

Please click the 'Apply' button at the top right corner of the page or go to http://www.translink.ca/careers to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Closing Date: July 29, 2025

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.

Equal Employment Opportunity

Transit Police are committed to employment equity