Service Desk Technician

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.

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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.

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 Supervisor, 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.

• Answers e-mails and incoming calls through an automated call distribution system; logs all incidents and requests in the IT service management tool.
• Records key client contact information and verifies against client records
• Identifies impact and urgency to determine priority of requests and incidents; when service outages have occurred ensures they are escalated to the appropriate technical team
• Determines nature and scope of requests and incidents through active listening and by asking probing questions while using multiple computer applications and systems to determine clients’ needs; ensuring accurate information is collected.
• Provides 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; investigates, troubleshoots, diagnoses and resolves an array of incidents and requests; applies technical fixes; refers unresolved matters to appropriate technical staff.
• Provides advice, information, informal training and assistance to clients in the use of various software applications, computer systems, telecommunication devices, computer hardware and technology services.
• Performs various user access management tasks such as onboarding and offboarding users in various systems, resetting passwords, and general account administration.
• Monitors the completion of escalated tickets; ensures that tickets are completed in a timely manner and that the technical knowledge base is updated; obtains clarification from technical staff on outstanding tickets.
• Monitors alarms and alerts and escalates incidents as required.
• Creates and maintains technical knowledge based articles related to the work.
• Provides information and assistance to other members of the service desk team as required.
• Performs…