Position:BCGEUTechnical Analyst

Pay Range: 21

Bi-WeeklySalary:$3188.82- $3648.92
Division: Technical Engineering Services

Manager: Aaron Canning

Location:Victoria,BC

Job Type: Regular Full time

The Technical Analyst works under the direction of aManagerin the area ofservice and project delivery to enhanceandmaintainthe customer27s desktop infrastructure, affecting services provided to all government ministries andagencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system,

including centrally located service desks and support staff, as well as distributed support staff and contractorsdeployed to client ministry sites throughout the province. The position requires strong technical skills and involvesdirect contact with pre-approved VIP client staffin order toresolve escalated client problems.

If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!

What we offer:

• Competitive wage plus yearly salary step increments for the first 5 years in the Job Pay Range classification

• Competitive starting vacation with increases to vacation entitlements after the second year and beyond

• Alternative Work Arrangement options (which could include work from home, earned days off,temporarilyor permanently reduced hours)

• Ongoing training and professional development opportunities

• Comprehensive extended health and dental benefits for you and your family

• Defined benefit pension program (BC Public Service Pension Plan)

• Health & wellness programs 6lunchtime seminars, communityactivitiesand a comprehensive Employee & Family Assistance Program

• Seasonal events and socials

• A robust awards/recognition program

• A friendly work environment where your team is always willing to help

• A leadership team thatactually caresabout you and wants you to love your job

Responsibilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the lesscomplex requests.

• Recommends (to senior staff)appropriate technicaland/or procedural solutions to meet clientneeds.

• Receives and resolves, (orassistsin the resolution of), assigned Level 2 and 3 ticketsforwardedfrom other service delivery units.

• Provides support for pre-approved VIP users, responds to requests,determinesactions, and resolves incidents.

• Monitors and follows up on assigned incidents until resolution.

• Logs VIP calls, incidents, and other service requests. Accepts calls from VIP assistants or other individuals on theirbehalf and works through the requestor to resolve incidents.

• Provides orientation and instruction to VIP customers in systems, applications, and protocols.

• Offers direct andflexible contact options to satisfy VIP preferences. Provides remote support to traveling VIPs.

• Provides assistive support for VIP27s personally owned assets used for accessing client systems and services.

• Performs scheduled VIP support at business events within British Columbia and provides remote support outsideBritish Columbia.

• May berequiredto lift machinery, tools, supplies, and equipment weighing up to 20 kg17. May work non-corehours and provide home support in support of the VIP service commitment.

• Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery unitsin resolving problems.

• Conducts testing of application deployments to ensure quality assurance ofend product. Reviews, tests, andconducts quality assurance on imaging changes.

• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quicklyand cost-effectively provide relevant software and updates to clients.

• Participates in the development and documentation of systems standards, configuration standards.

• Drafts Technical Information Bulletins for service delivery units and service partners. Provides informationsessions asrequired.

• Researchestechnical information and hardware/software capabilities to recommend improvements.

• Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolvesknowledgestructure anddevelops andmaintainsknowledge templates to gather client and project information.

• Publishes knowledge onappropriate knowledgebase.Determineslevel of communicationsrequiredfor theknowledge update and ensures knowledge isdisseminatedtoappropriate staff.

• Monitors various system metrics and checklists, generates and/or analyzes various reports including statisticalreports related to SLA's, project requests, and operational performance reports.

• Conducts problem and trend analysis and makes recommendations to improve operations.

• Conducts assessments todetermineif negotiated baselines have been met, not met, or exceeded.

• Undertakesanalysis todeterminefactors that may have affected the performance and the impacts this performance has had on service levels.