Help Desk Analyst

Help Desk Analyst

Requisition #2439918

Job Location Canada-British Columbia-Burnaby Job Stream Information Technology Job Type Temporary, Full-Time Contract Duration
12 months Number of Positions1 Start Date of Employment ASAP Posting Date
26-Nov-2025 Travel Required Not Required Educational Requirements Technical Certificate Languages Required English

Job Description

About Pacific Blue Cross

Pacific Blue Cross (PBC) has been British Columbia's leading benefits provider for over 80 years. We are an independent, not-for-profit society with strong roots in BC’s health care system. We provide health, dental, life, disability, and travel coverage to 1 in 3 British Columbians through employee group plans and individual plans.

We are fueled by a commitment to keep health care sustainable for all British Columbians. Through our PBC Health Foundation, we fund projects that improve health outcomes directly related to mental health and wellbeing as well as the prevention and/or management of chronic disease. We are interested in finding people who want to make a difference and who are looking to grow their career with us.

Perks

Work-life balance with flexible working hours of 7 hours per day, Monday to Friday (i.e., 35 hours per week).

Paid vacation starts at 3 weeks per year, and increases with years of service.

Hybrid work environment (i.e., a combination of work from office and work from home days).

Generous benefits, including extended health, dental, and life insurance; depending on the plan that you choose, these benefit premiums can be 100% paid by PBC.

Education allowance up to $1,000 per calendar year.

Onsite gym, cafeteria, and access to virtual doctors/counsellors 24/7 via our Employee Family Assistance Program!

About the Position

We are searching for 1 temporary Help Desk Analyst to join our Information and Technology Services team.

This position is unionized and part of the CUPE 1816 Bargaining Unit. This position is paid at hourly rates and receives wage increases in accordance with the Collective Agreement. The wage for this position is: $5,638 - $6,626 per month.

Job Summary

Under the general supervision of the Manager, provides second level technical service and support to internal users in the diagnosis and resolution of continuing service needs for hardware, software, telephony and network components where first call resolution was escalated due to support or time limitations. Determines nature and severity of the issue, identifies options, implements immediate fixes or workarounds and facilitates user acceptance of troubleshooting and service delivery outcomes.

On a regular relief basis, provides first level help desk support to internal and external users of a diverse range of business software applications, hardware platforms, telephony and productivity tools. Participates in infrastructure projects as required.

Job Duties

IaTS Systems Maintenance and Support – Desktop and Network Set Up and Troubleshooting Services

1. Provides second level technical service and support to internal users in the diagnosis and resolution of operational issues and requests for service delivery related to hardware, telephony and network components by receiving referrals for desktop support through the help desk by:

- identifying options for resolving problems and delivers service outcomes within service level objectives;

- implementing fixes or workarounds where possible and updates ticket status to ensure documentation and tracking of desktop issues is maintained;

- facilitating user acceptance of troubleshooting outcomes;

- referring trends encountered in problem tickets to the appropriate service team;

- maintaining a variety of help desk resource materials.

2. Builds, tests and deploy new workstations consistent with the IaTS master image including standard operating system configuration, access services and business applications configurations of end devisees.

3. Replace hardware components as necessary to maintain existing equipment no longer under warranty.

4. Files and logs network server change requests as appropriate.

5. Maintains inventory stock levels of hardware and peripherals.

IaTS Systems Maintenance and…