Support Specialist I Service Desk (Remote)

Lensa; United States; Remote; USD 51,000 - 69,000; Full time

Job summary

Join a leading company as a Support Specialist I Service Desk, providing first-level technical support to internal users. This remote role involves assisting with technical issues, logging calls, and maintaining documentation. Ideal candidates have a Technical Diploma and 1 to 2 years of relevant experience in customer support.

Benefits

Career Development Opportunities

Flexible Benefits

Competitive Rewards Package

Paid Time Off

BCAA Membership with Perks

Qualifications

• 1 to 2 years providing first-level customer support for technical issues.
• Experience with Networks, Operating Systems, Applications.
• Excellent multi-tasking and organizational skills.

Responsibilities

• Provides technical support for all business users via phone and email.
• Logs calls and updates entries based on actions taken.
• Monitors services provided and recommends improvements.

Skills

Listening Skills

Troubleshooting Methodologies

Oral Communication

Written Communication

Analytical Skills

Customer Focus

Education

Technical Diploma

Tools

MS Office

Email

Web Technologies

Windows

Job description

Support Specialist I Service Desk (Remote)

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Lensa is the leading career site for job seekers at every stage of their career. Our client, BCAA, is seeking professionals. Apply via Lensa today!

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

• 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, oral and written communication skills.
• Demonstrated ability to meet deadlines, work independently and with teams, be proactive, and possess excellent analytical, troubleshooting, multi-tasking, and organizational skills.
• Customer focus.

Preferred

• Support methodologies such as ITIL, ITSM.
• Knowledge of Service Level Agreements, Operating Level Agreements.
• Familiarity with Project Management methodology (PMP).
• Business knowledge of related systems.

Internal Applicants: This internal posting closes on June 27th. This is a Grade 8 role.

The salary range is $51,522.12 - 68,696.16 CAD annually, determined by knowledge, skills, experience, certifications, market demand, and internal equity. The position is eligible for a performance bonus of up to 9%.

What We Offer

• The opportunity to make a difference in the lives of British Columbians, BCAA Members, and communities.
• Career and personal development opportunities.
• Incentives recognizing team and individual performance.
• Flexible benefits supporting health, lifestyle, and wellness.
• A competitive rewards package including salary bonuses, pension, and more.
• Paid time off, including vacation, wellness, volunteering, and cultural days.
• BCAA membership with perks and savings.
• Meaningful work for a BC Top Employer committed to a better workplace.

We’re always looking for talented individuals. Apply today!

BCAA is an Equal Opportunity Employer committed to accessibility and inclusion. For support, contact [e-mail]. Questions about this posting? Contact [e-mail]