Service Desk Technician 1

E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated; Vancouver; On-site; CAD 71,000 - 85,000; Full time

Job summary

E-Comm 9-1-1 is seeking a Service Desk Technician 1 to provide essential technical support in a fast-paced environment. This role involves troubleshooting a variety of technical issues and interacting with internal and external clients. The successful applicant will have a customer-first approach and will contribute to maintaining high service standards in emergency communications.

Benefits

Competitive salary and extended health/dental benefits

Earned Time Off program

Participate in the Municipal Pension Plan

Meaningful work supporting public safety

Qualifications

• Completion of a certificate program in computer information systems or equivalent experience.
• ITIL Foundation v3 or later accreditation preferred.
• Excellent knowledge of diagnostic utilities and ITSM practices.

Responsibilities

• Answering e-mails and incoming calls to log incidents in the IT service management tool.
• Providing first level remote support for technical issues.
• Monitoring and ensuring timely completion of escalated tickets.

Skills

Technical support

Customer service

Troubleshooting

Communication

Education

Certificate in Computer Information Systems

ITIL Foundation v3 or later

Job description

Join to apply for the Service Desk Technician 1 role at E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated

Join to apply for the Service Desk Technician 1 role at E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated

E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated provided pay range

This range is provided by E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated. Your actual pay will be based on your skills and experience — talk with your recruiter to learn more.

Base pay range

CA$71,531.20/yr - CA$84,302.40/yr

Direct message the job poster from E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated

Talent Advisor at E-Comm 9-1-1 | Emergency Communications for British Columbia Incorporated

WHO WE ARE

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at www.ecomm911.ca

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.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We are seeking an experienced Service Desk Technician 1 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.

• 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 telephone
• 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 program in computer information systems, some related experience; or an equivalent combination of training and experience
• ITIL Foundation v3 or later accreditation preferred
• Excellent knowledge of the range of diagnostic utilities used in the work as well as the methods, practices, procedures, standards, concepts and best practices (ITSM:ITIL) applied in the work
• Ability to assess the nature of requests, troubleshoot problems, and provide first level remote support
• Ability to provide advice, information and assistance in the use of software applications, hardware and technology services
• Ability to monitor various alarms and alerts, assess the nature of problems, and escalate incidents as required

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
• 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.

Vaccination Policy: E-Comm 911 has a vaccination policy that is currently suspended. However, should the policy be reinstated, it will be a requirement for all current and future employees.

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 18 | $34.39 to $40.53 hourly; $71,531.20 to $84,302.40 annually (2025 rates)
• Employee Group: CUPE, Local 8911
• Application process will consist of a phone interview and a behavioural/scenario based panel interview.
• CLOSING DATE FOR APPLICATIONS: Wednesday, July 2, 2025 at 11:59pm

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability please email [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

Job function

• Job function

  Information Technology

• Industries

  Public Safety

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