Associate Technical Analyst, Service Desk

ASSOCIATE TECHNICAL ANALYST, SERVICE DESK   Information Technology   Victoria   3-month Term      The Opportunity   At BC Ferries, our  Service Desk team  is the backbone of critical operations—connecting vessels, terminals, and corporate systems across the coast.  Every day, employees across our terminals, vessels, and offices rely on dependable IT systems to support one of the largest ferry networks in the world — and our Service Desk team plays a critical role in making that happen.   We are looking for a customer-focused and technically skilled  Associate Technical Analyst, Service Desk  to join our IT team. In this role, you will provide frontline technical support to employees across the organization, helping resolve issues, restore services, and improve the overall user experience through strong technical troubleshooting and exceptional service delivery.   If you enjoy solving problems, collaborating with others, and working in a fast-paced environment where no two days are the same, we encourage you to apply.     The Role   Reporting to the   Manager, IT Customer Care & Help Desk , you add value and are energized by key areas of oversight such as:   Working closely with IT staff and vendors to resolve incidents, service requests, and system enhancements;   Contributing to IT Service Management through excellence in incident investigation, troubleshooting, ticket creation, and ticket routing;   Maintaining  data required to support ITSM practices, ensuring the integrity and relevancy of records and metrics;   Adding value to Knowledge Management practices by  identifying  opportunities for new knowledge articles and updates to existing documentation;   Supporting technology solutions within the service catalogue and other systems as directed;   Providing user training  appropriate to  the needs and technical requirements of the user community;   Conducting routine hardware and software audits of operating systems, workstations, servers, and peripherals to ensure compliance with established standards, policies, configuration guidelines, and procedures;   Participating in continuous improvement initiatives by recommending enhancements and contributing to the implementation of approved improvements;   Contributing to all ITSM practices in support of effective service delivery;   Performing, under direct supervision, remote desktop problem resolution, software installations and upgrades to operating systems and layered software packages, scheduling installations and upgrades, and conducting hardware and software audits;   Assuming the Incident Coordinator role for Priority 1 incidents and the Incident Commander role for Priority 2 incidents;   Providing Tier 1 technical support through multiple channels, including phone, email, and other communication methods, ensuring prompt and effective  assistance ;   Participating in an on-call rotation to support operational and business requirements;   Performing other related duties as assigned from time to time.   What you bring to the team   Education & Certifications   Completion of a  bachelor’s degree in Computer Science , Math,  Business  or IT related discipline from a recognized university   OR   completion of a diploma in Computer Science or an IT related discipline plus related on-the-job education    OR  significant evidence  of related, on the job work experience   Supplementary training in MS Windows operating systems, MS Office suite, general office software, business  analysis  and troubleshooting   ITIL Foundation Certification OR the ability to  acquire  certification within 3 months of employment   Certifications in the following areas would be an asset:   Security Environment Certification   Microsoft 365 Certified Administrator   Microsoft 365 Certified Endpoint Administrator Associate   Security Environment Certification   CompTIA A+ certification or equivalent   Project Management   Professional  Experience   Demonstrated experience working on a variety of assignments in a technical / analytical role including 1-2 years providing end user support in an Information Technology role   Experience working with MS Windows operating systems, MS Office suite   Business analysis, problem solving and troubleshooting experience   Consistent performance as an individual contributor   Experience with an ITSM ticketing system to create, update, and manage tickets with precision and attention to detail   Troubleshooting experience on Microsoft desktop OS, iOS OS, Android OS, and software related issues   Experience with incident management, including troubleshooting and escalation   Familiarity with ITIL or related service delivery frameworks     Knowledge, Skills & Abilities   Ability to  achieve a consistently  high level  of Customer satisfaction through assessing requirements,  establishing  goals, prioritizing activities, and owning issues from  inception  through to resolution   Ability to  establish  and maintain on-going working relationships with Customers at all levels of organization   Strong Team orientation and the ability to  establish  and maintain cooperative working relationships   High level  of self-motivation and initiative   Ability to work well under pressure with minimal supervision   Strong verbal and written communication skills   Comprehensive knowledge of IT systems, interfaces, networks, peripherals sufficient to enable effective and efficient diagnosis and resolution of moderately complex technical problems   Ability to create, introduce and / or recommend  new ideas  or processes into the workplace to improve the safety and quality of work thus increasing performance and productivity   Proven commitment to high-quality client support and service delivery to customers     Join us!   If this sounds like your next  great career  move, please  submit  your cover letter and resume  online  by  May  27 ,  2026  at 11:59pm .       Additional  information    The salary for this bargaining unit   position is $ 6,178  per month.     “We connect communities and customers to the people and places important in their lives”   At BC Ferries, our employees are our most important assets in delivering our commitment to customer safety,  service  and satisfaction. We support employment equity and diversity in the  workplace  and we encourage applications from all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.   We appreciate the interest of all applicants;  however  only those selected for an interview will be contacted.