Service Desk Technician 1

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.

Are you…

• 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 telephony
• 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, preferably 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

** This role requires the ability to provide rotational on-call support (paid).

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 five [5] 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 | $33.23 to $39.16 hourly; $69,118.40 to $ $81,452.80 annually (2024 rates)
• Employee Group: CUPE, Local 8911
• Department: Technology Services
• Location: E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver, BC
• Application process will consist of interview and technical assessment
• CLOSING DATE FOR APPLICATIONS: January 25th 2024 @ 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 contact@latravailemploi.com