Support Analyst I

WorkSafeBC; Richmond; Hybrid; CAD 30,000 - 60,000; Full time

Job summary

A public sector organization in Richmond is looking for a Support Analyst I to provide technical support to internal customers via phone, email, and in-person. The role involves troubleshooting and improving services, with a hybrid work model. Candidates should have a diploma in Computer Programming or Systems Technology and at least two years of relevant experience.

Benefits

Defined benefit pension plan

3 weeks of vacation

Health care and dental benefits

Development opportunities

Qualifications

• Minimum of two years of experience in customer service or technical support.
• Knowledge of mobile hardware, software, and PC desktop software.

Responsibilities

• Provide first-level technical support to internal customers.
• Troubleshoot issues and communicate status with customers.
• Assist in hardware/software procurement and maintenance.

Skills

Technical support

Customer service

Computer programming knowledge

Active listening

Troubleshooting skills

Education

Diploma in Computer Programming or Systems Technology

Job description

Overview

We're looking for experienced Support Analyst I to provide first-level technical support for all business and technology inquiries for internal customers through phone, email, and in-person assistance.

How you'll make a difference: As a Support Analyst I at WorkSafeBC, you'll be using leading-edge technology to help connect British Columbians to healthy and safe workplaces.

Where you'll work

At WorkSafeBC, we offer a hybrid work model that combines working remotely and in our offices based on the operational needs of the position.

What you'll do

As a Support Analyst I you will:

• Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution
• Troubleshoot issues and make decisions to assess customer priority and impact, and escalate issues to senior support if required
• Gather customer needs, provide consultations, educate, and record all interactions in the designated tracking tools
• Provide administrative support for hardware/software procurement, service catalogue maintenance, ordering supplies, monitoring photocopiers/printers, and overseeing the laptop/PC viewer loaner pool
• Assist in projects, work assignments, and evaluations to improve the service and operation of Customer Support Services

Is this a good fit for you?

We're looking for someone who can:

• Maintain a professional and positive attitude while managing challenging situations and customer interactions
• Diagnose and troubleshoot problems in a computer support environment, and provide appropriate and timely solutions
• Gather relevant information from others by using active listening techniques and reading and interpreting written information
• Provide general knowledge of internet and intranet concepts
• Employ knowledge of mobile hardware, software, and components, as well as PC desktop software (e.g., word processing, spreadsheet, database, graphics)
• Apply working knowledge of help desk tools, processes, as well as problem management processes and systems
• Identify, prioritize, and perform work activities based on the changing needs of the work environment
• Clearly compose and deliver verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and products
• This position requires regular and punctual attendance.

Your background and experience:

• A diploma in Computer Programming or Systems Technology
• A minimum of two years of experience in one or more of the following areas: customer service, technical support, education, systems planning, knowledge management, or other related fields in business and technology

We\'ll consider an equivalent combination of education and experience.

Important to know

Before we can finalize any offer of employment, you must:

• Consent to a criminal record check
• Confirm you\'re legally entitled to work in Canada

Who we are

At WorkSafeBC, we promote safe and healthy workplaces across British Columbia. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. We\'re honoured to serve the 2.49 million workers and 263,000 registered employers in our province.

What\'s it like to work at WorkSafeBC?

It\'s challenging, stimulating, and rewarding. Our positions offer diversity and opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important, and so are the people we do it for.

Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflects the diversity of the people we serve. We are committed to fostering a welcoming, inclusive, and supportive work culture where everyone can contribute as their best, authentic self.

Learn more: Discover who we are.

Our benefits

As a member of our team, you\'ll have access to services and benefits that help you get the most out of work - and life. Along with a competitive salary, your total compensation package includes:

• Defined benefit pension plan
• 3 weeks of vacation in your first year, with regular increases based on years of service
• Health care and dental benefits
• Optional leave arrangements
• Development opportunities (tuition reimbursement, leadership development, and more)

Learn more: Find out what we offer.

Salary: $31.03 - $33.17/hourly

Want to apply?

• Applications are welcomed immediately, however must be received no later than 4:30 p.m. PST on the closing date.
• Please note that we will be starting assessments prior to the closing date.
• We encourage all qualified applicants to apply. If you require an accommodation in the assessment process, please email Recruitment Testing Accommodation (SM) when you submit your application.