Classification: Information Systems R24 

Reports to: Service Desk Lead 

Salary Range: $86,110.18 to $98,094.85 per annum (salary includes a 9.9% market adjustment)

Union/Excluded: BCGEU

Security Screening: Required

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. 

We are seeking an IT Service Support Specialist to join our team in VICTORIA, British Columbia, Canada. 

As an IT Service Support Specialist, you will work with the Service Desk team, providing IT support to the organization through incident and request management. You will work to address complex or sensitive issues, review service metrics, identify repeat incidents and recommend corrective action, as well as manage major incidents. In addition, you will work closely and collaborate with network specialists, system/database/desktop administrators and software application specialists. 

Working in a dynamic and time-sensitive environment, you will provide end user tier 1 and 2 support by diagnosing and resolving issues, such as password resets and application issues, to server/virtual machine deployments, networking, and application support. This is an exciting opportunity to bring your technical support expertise to our growing team.  

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

Responsibilities

Incident and Request Management:

•    Provide senior-level client service for complex or sensitive IT incidents and requests, aiming to restore normal service quickly and minimize business impact.

•    Fulfill service requests within established SLAs using remote administration tools where possible.

•    Review incidents and requests in the ITSM system, identify critical failures, recurring issues, and propose improvements.

•    Recommend service improvement ideas based on dashboard reviews.

Technical Support and Projects:

•    Deliver technical support for IT services (end-user devices, applications, etc.) and manage various projects.

•    Provide input on issues reported by end users, identify root causes, and recommend solutions.

•    Participate in application/database evaluation, tuning, and configuration for optimal performance, stability, and security.

Major Incident and Change Management:

•    Act as Major Incident Coordinator when required, managing response teams, documenting impacts, and communicating resolution status.

•    Assume full Change Manager responsibilities when needed, ensuring proper approvals, avoiding overlaps, and chairing the weekly Change Advisory Board (CAB) meetings.

System Monitoring and Maintenance:

•    Monitor system metrics and reports to detect abnormalities (resource shortages, security violations) and recommend corrective actions.

•    Plan and schedule system maintenance and backups; submit change requests with impact and fallback plans.

•    Implement scheduled changes to systems and infrastructure, including installation, configuration, and maintenance of hardware/software.

•    Monitor vendor advisories and apply necessary changes following change management practices.

Testing, Implementation, and Guidance:

•    Ensure new systems, applications, and hardware meet specifications during testing and implementation phases.

•    Advise project teams and business analysts on product suitability.

•    Provide technical guidance and informal training to staff on hardware/software procedures and troubleshooting.

•    Act as Subject Matter Expert (SME) for Service Desk in corporate projects and initiatives.

Leadership and Knowledge Management:

•    Assume Service Desk Lead responsibilities when they are unavailable, supervising the team and ensuring service levels are maintained.

•    Develop and implement knowledge articles, processes, procedures, and training documentation for end users and Service Desk staff.

Hardware and Resource Management:

•    Design, install, and deploy hardware solutions (meeting rooms, digital signage, workstations).

•    Review and maintain stock levels of IT operational equipment.

•    Evaluate alternative configurations to minimize costs while maintaining functionality.

Other Duties: 

•    Performs 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 stepping stool or ladder.

Qualifications

Must have

•    A College Diploma in Computer Science and three years of related experience; OR

•    Certificate in Computer Science, Information Technology or related discipline and four years of related experience, OR

•    An equivalent combination of education, training, and experience may be considered.

•    A minimum of three years of recent client service focused experience in a Help/Service Desk or user support capacity in a complex environment.

•    Two years of experience supporting Microsoft cloud technologies including, but not limited to Microsoft 365 / Office 365, Exchange Online, MS Teams, SharePoint Online, Microsoft Endpoint Manager (Intune), and other Microsoft Azure based services.

•    One year of supervisory, managerial, or leadership experience.

Nice to have

Preference may be given to candidates with the following: 

•    ITIL v4 Foundation Certification.

•    Demonstrated experience in incident, problem, and change management.

•    Experience with user and application access management.

•    Experience with Help Desk/Service Desk ticketing/tracking software.

Knowledge, Skills and Abilities

•    Knowledge of Service Management Framework (e.g. ITIL).

•    Knowledge of Help Desk/Service Desk ticket management software.

•    Knowledge of Microsoft Office software.

•    Strong verbal and written communication skills, with the ability to adapt communication style for technical and non-technical audiences.

•    Ability to establish and maintain strong working relationships with colleagues and staff in the corporation.

•    Strong analytical and problem-solving skills.

•    Skilled in communicating status on complex matters to a business audience, including senior management and executives.

•    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: A cover letter is required as part of your application.

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 relate 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.

Applications will be accepted until 11:59 pm PST on the closing date. 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.