Job Description

Position: Regular, Full Time
Location: Vancouver B.C., Hybrid (a combination of in-office and remote work) What you\xe2\x80\x99ll be doing Reporting to the Director, Business Operations, the Service Desk Support (SDS), works with the Service Desk and Business Supports team to provide responsive onsite and remote technical support to all BCCNM and Hub colleges system users who are participants of a shared information system. Working under the direction of the Director, the SDS resolves information system related service desk tickets where possible, and prioritizes and escalates issues as needed in order to support users to make effective use of BCCNM\xe2\x80\x99s information systems. Key responsibilities include:

• Under the direction of the Director, Business Operations, responds to and resolves service desk issues, such as access, network, hardware and software issues, or triages and escalates issues to the appropriate Operations team based on defined procedures
• Provides phone support to users regarding urgent technical issue. Logs all calls to the service desk phone line, and actions in the online ticketing system to help resolve reported issues
• Prioritizes, updates, and tracks progress of incidents and requests through the online ticketing system based on established SLAs. Gathers data from users to help identify the root cause of persistent issues and escalates to the appropriate team(s) to work towards fixes. Follows up with users on support services provided to ensure their concerns have been addressed
• Participates in testing prior to and following the launch of new and updated information systems, images, or technology
• Performs routine system maintenance duties such as installing pre-configured images, setting up devices, and maintaining physical hardware
• Continuously learning and maintaining up to date knowledge regarding software specific to BCCNM, Consortium and the Hub (Citrix, Azure, Active Directory, Dynamics CRM, Windows 10, Webex, Intune, etc.)
• Supports onboarding of new hires by assisting with user accounts set up in Active Directory, managing access rights of internal systems based on approved policies, maintaining asset tracking list, and providing desktop orientation
• Provides ongoing technical support to users around the use of a variety of technology and electronic interactive tools available at the Hub

Your education & skills:

• Bachelor\xe2\x80\x99s degree in Information Technology or Management Information Systems; or certification in a related field plus additional related experience; or a post-secondary diploma including knowledge of Microsoft desktop and server environment, Active Directory, Exchange, Citrix, VPN
• 1-2 years experience providing helpdesk and IT related support
• Excellent verbal and written communication skills at technical and non-technical levels, with the ability to adapt communications styles and methods to audience needs and minimize confrontation between individuals and groups
• Ability to build and maintain relationships through a customer-focused approach
• Excellent trouble-shooting skills and adept at utilizing resources and finding solutions
• Demonstrated ability to plan, prioritize, and accomplish goals
• Experience managing and completing multiple tasks within a deadline, in a fast-paced work environment
• Ability to work as a team member and independently with minimal supervision but always with high attention to detail and delivering high quality of work
• Ability to take direction and demonstrate initiative in generating and following through on tasks
• Ability to work outside regular hours, on occasion, to ensure the smooth functioning of BCCNM and shared services systems and to provide support to board/committee members

Technical qualifications:

• Demonstrated skills in on-line collaborative tools such as Webex, Zoom, Teams, Go To Meeting, Adobe Connect, etc.
• Recent experience with Citrix (Director or Studio) or other virtual desktop environment, Active Directory, Office 365, Windows 10
• Experience with online ticketing systems
• Advanced proficiency with Microsoft Office including Excel, Word, Outlook, and PowerPoint
• Demonstrated documentation skills

How to Apply If you are interested in this position, please apply online by 4:00 pm on March 24, 2023. This opportunity will remain posted until filled; however, priority consideration will be given to those who apply by the deadline. To see a full list of our current opportunities or to learn more about working at the BC College of Nurses & Midwives, please visit our website at Careers at BCCNM. Please note: BCCNM is committed to providing a safe and healthy environment for all College staff. Any employee hired must be fully vaccinated against COVID-19 or must have a BCCNM approved exemption before beginning work for the College. About the BC College of Nurses & Midwives The British Columbia College of Nurses & Midwives (\xe2\x80\x9cBCCNM\xe2\x80\x9d) is the college empowered under the Health Professions Act to regulate the practice of all licensed practical nurses, nurse practitioners, registered midwives, registered nurses, and registered psychiatric nurses in British Columbia. Regulation helps to protect the public by ensuring that professional care or service received by the public is competent, ethical, and meets the standards that society views as acceptable. As western Canada\xe2\x80\x99s largest health profession regulator, we believe a diverse and inclusive team enriches our efforts to protect the public. We welcome applications from all who reflect of the communities we serve, and especially encourage Indigenous Peoples and members of equity-seeking groups to apply. We believe diverse perspectives and experiences bring both innovation and better outcomes to the work we do and the decisions we make.