As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.
Job Summary:
In accordance with the Mission, Vision and Values, and strategic directions of BC Emergency Health Services, patient safety is a priority and a responsibility shared by everyone at BC Emergency Health Services, and as such, the requirement to continuously improve quality and safety is inherent in all patient and employee safety aspects of this position.
Reporting to the Manager, Client Services, the Client Support Analyst functions in a diverse IT environment and provides unscripted first and second level troubleshooting. This role supports and responds to inquiries/requests for IMIT related equipment, maintenance, repairs and services which are managed and maintained through IT and Telecommunications. The Client Support Analyst also provides technical and administrative support for IT moves and installations as well as administrative and financial support for the department and BCEHS. The Client Support Analyst supports a diverse clientele that also present geographical challenges or limitations and often include issues that are in urgent need for resolution.
What you'll do
Provide first and second-level problem resolution for BCEHS IT and Telecommunication users across the Province of British Columbia.by monitoring incident tracking system and resolves tickets at the tier 1 and 2 level; identifying and categorizing alerts into bugs or enhancements; works with users to identify specific internal or external processes and options for resolution; analyzing and documenting problems details; compiling incident assessments on functional problems or recurring issues for maintenance scheduling.
Assist users in resolving telephone issues and problems , including wireline, wireless landline and various landline systems and services by methods such as analyzing/diagnosing presented issues, identifying, formulating and implementing potential solutions and evaluating outcomes.
Deliver remote technical support and problem solving. Investigates and resolves hardware and software issues and problems related to existing systems and applications according to established procedures.
Provide support for all Information Technology products and services. Support may include answering questions, troubleshooting problems, teaching or instructing customers regarding software or hardware functionality, and communicating policy. This role may also assist with troubleshooting printer issues and resolving difficulties with Smart Classroom Technology.
Provide full technical support for non-standard products (e.g. scheduling systems, all LOB applications); installs required HW and SW; investigates, documents, analyses, diagnoses and resolves issues.
Handle break/fix, configuration issues, troubleshooting, software installations, hardware repair (including in-house repair or coordinating depot services).
Design, develop and document technical support materials, such as end user instructional material on use of new technology.
Conduct testing of application deployments when required to ensure quality assurance of end product, including unit testing and systems integration
Proactively researches and evaluates various IT and Telecommunication solutions; recommends new/ revised service delivery options, technologies, products and services to ensure BCEHS’ initiatives are aligned with current best practices, technological trends and upgradeable for future needs.
Provide clients and departments with different options for equipment, service delivery and cost efficiencies according to user needs and requirements.
Liaise/follow up with vendors to ensure issues are resolved.
Participate in Projects, helping to gather requirements, creating and documenting processes, testing and implementing
Perform other related duties as assigned.
What you bring
Grade 12, graduation from a recognized two year computer systems technology diploma program plus two years’ recent, related experience or an equivalent combination of education, training and experience.
Ability to type.
Ability to communicate effectively both verbally and in writing.
Ability to deal with others effectively.
Physical ability to carry out the duties of the position.
Ability to organize work.
Ability to operate related equipment.
What we bring
Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.
Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth and development.
Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
Annual statutory holidays (13) with generous vacation entitlement and accruement.
PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
Perks include access to fitness classes and discounts to 350 BC-wide recreational programs, travel, technology, car and bike sharing, and more.
Job Type: Regular, Full-Time
Wage: $33.91 per hour
Location: Block C 2261 Keating Cross Road, Saanichton V8M 2A5
Hours of Work: 0900-1700 Monday to Friday
Requisition #119345
What we do
The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.
Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services
PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.