Workstation Support Analyst

Classification: Information Systems R18
Reports to: Service Desk Lead
Salary Range: $68,028.89 to $77,100.40 per annum
Union/Excluded: BCGEU
Security Screening: Required
Job Type: Temporary full time for 6 months
Additional Info: An eligibility list to fill future vacancies may be established. Testing may be required. Lesser qualified applicants may be appointed at a lower level. This temporary opportunity may be extended or made regular.

We are seeking a Workstation Support Analyst to join our team in VICTORIA, British Columbia, Canada.

The IT Operations unit is responsible for planning, designing, building, testing, implementing, enhancing, and supporting the Corporation’s physical and cloud environments. Supported by the Operations team, these environments include hardware and software for servers, personal computers, printers, networks (local and external), and telephones, enabling the Corporation’s mission-critical applications to remain highly available and support business functions.

As a Workstation Support Analyst, you will provide support for workstation hardware, software, and attached peripherals using remote connectivity tools, and you will support access and identity management. This position adheres to ITB standards for technology, configuration change, and operations.

In this position, you will report to the Service Desk Lead. Assignments include independent tasks, responding to Service Desk requests and incident tickets, and working with Corporation staff to improve the operational environment.

Work Model
This position is based in our Victoria, BC office and requires full-time on-site presence. Additional requirements are determined by the role’s functions and the operational needs of each business area.

Responsibilities
1. Providing customer service to all Pension Corporation staff who report IT incidents or submit service requests, ensuring alignment with service level agreements and timely restoration of service to minimize business disruption.

Using remote administration tools to support incident resolution.
Fulfilling service requests accurately.
Updating tickets and document incident resolutions using Service Desk tracking systems.
Providing technical support for issues originating at the workstation level.
Providing support for specific endpoint products and technologies.

2. Prioritizing, scheduling, and responding to incidents and requests within service level parameters. Performing configuration, installation, and deployment services for the Corporation’s endpoint hardware, software, peripherals, and operating systems. Administering identities and access across a variety of in-house and enterprise systems and conducting field visits for planned installations.

3. Performing Production Control tasks related to job scheduling, monitoring, and problem-solving in support of the Corporation’s internal and external batch systems:

Coordinating with business owners and following the scheduling calendar.
Working with developers and second-level support to identify the cause of production job failures.
Maintaining a comprehensive understanding of the interrelationships among production jobs.
Maintaining Production Control procedures.

4. Providing technical consultation on issues related to the Corporation’s endpoints:

Assisting with researching purchasing configuration decisions, platform migration plans, and the selection of endpoint configuration options.
Identifying and resolving integration issues with the existing operational environment, including evaluating alternatives.
Providing input into the development of standards for chosen computing platforms.

5. Maintaining related endpoint support documentation for internal and external use.

6. Assisting with projects as a Subject Matter Expert (SME) in workstation support.

7. Other duties

Performing the required physical duties of this position such as lifting boxes and equipment weighing up to 60 pounds, pushing and pulling heavy carts inside and outside including slopes, and reaching shelves up to 9 feet using a step stool or ladder.

Qualifications
Must have

A College Diploma in Computer Science and one year of related experience; OR Certificate in Computer Science, Information Technology or related discipline and two years of related experience; OR an equivalent combination of education, training and three years of related experience.
A minimum of one year of recent practical experience that includes working in a service desk or user support capacity.
Experience providing end-user support for Windows-based systems.
Experience working with request and incident ticket management applications.

Nice to have

Experience with remote administration toolsets (PsTools, MSRA, RDP, Entra ID).
Experience with M365 Administration.
Experience with ITIL Foundations.
Experience with user and application access management.
Experience with home network configuration.
Experience with mobile device management.

Knowledge, Skills and Abilities

Working knowledge of and ability to navigate Request and Incident ticket management software.
Working knowledge of and ability to use Batch processing and scheduling software products.
Working knowledge of and ability to use Office/Endpoint product deployment and management software products.
Working knowledge of Windows administration.
Working knowledge of Network fundamentals.
Working knowledge of PowerShell scripting.
Excellent verbal and written communication skills.
Ability to establish and maintain strong working relationships with colleagues and staff in the corporation.
Strong analytical and problem-solving skills.
Must be willing and able to lift, push, pull and carry materials and equipment for extended periods, work in confined spaces, handle dust and various spills, and adjust work schedule on rare occasions.

Application requirements
Cover letter: Please do not submit a cover letter; it will not be reviewed.

Resume: A resume is required as part of your application. Ensure your resume includes your education, the start and end dates (month and year) of your employment, and any relevant information that relates to the job requirements.

Questionnaire: As part of the application process, you will be prompted to complete an online questionnaire to demonstrate how you meet the job requirements. Responses will be used to shortlist applicants against the job requirements. Please allow approximately 15 minutes to complete this questionnaire.

Current employees must have their supervisor’s approval in writing before applying on an under seven-month temporary assignment. Please attach the approval notification when applying.

Applications will be accepted until 11:59 pm PST on the closing date referenced above. Late applications will not be considered.

Diversity & Inclusion
BC Pension Corporation is an equal opportunity employer committed to establishing an inclusive, equitable, and accessible environment for all. All qualified applicants will receive consideration for employment without regard to race, national origin, age, religion, disability, sexual orientation, gender identity or expression, marital status or any other basis protected by applicable law.

We are committed to ensuring that reasonable accommodations are made available to persons with disabilities during the recruitment, assessment and selection processes and will provide reasonable accommodations upon request. If you require assistance or accommodation due to a disability, please email us at jobs@pensionsbc.ca.

Thank you for your interest in working with us. We will let you know about your status in this competition as soon as possible. If you have questions about this opportunity, please email us at jobs@pensionsbc.ca.

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BC Pension Corporation

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Workstation Support Analyst