Job Description

ASSOCIATE TECHNICAL ANALYST, SERVICE DESK

Information Technology

Victoria

3-month Term

The Opportunity

At BC Ferries, our Service Desk team is the backbone of critical operations—connecting vessels, terminals, and corporate systems across the coast. Every day, employees across our terminals, vessels, and offices rely on dependable IT systems to support one of the largest ferry networks in the world — and our Service Desk team plays a critical role in making that happen.

We are looking for a customer-focused and technically skilled Associate Technical Analyst, Service Desk to join our IT team. In this role, you will provide frontline technical support to employees across the organization, helping resolve issues, restore services, and improve the overall user experience through strong technical troubleshooting and exceptional service delivery.

If you enjoy solving problems, collaborating with others, and working in a fast-paced environment where no two days are the same, we encourage you to apply.

The Role

Reporting to the Manager, IT Customer Care & Help Desk, you add value and are energized by key areas of oversight such as:

• Working closely with IT staff and vendors to resolve incidents, service requests, and system enhancements;
• Contributing to IT Service Management through excellence in incident investigation, troubleshooting, ticket creation, and ticket routing;
• Maintaining data required to support ITSM practices, ensuring the integrity and relevancy of records and metrics;
• Adding value to Knowledge Management practices by identifying opportunities for new knowledge articles and updates to existing documentation;
• Supporting technology solutions within the service catalogue and other systems as directed;
• Providing user training appropriate to the needs and technical requirements of the user community;
• Conducting routine hardware and software audits of operating systems, workstations, servers, and peripherals to ensure compliance with established standards, policies, configuration guidelines, and procedures;
• Participating in continuous improvement initiatives by recommending enhancements and contributing to the implementation of approved improvements;
• Contributing to all ITSM practices in support of effective service delivery;
• Performing, under direct supervision, remote desktop problem resolution, software installations and upgrades to operating systems and layered software packages, scheduling installations and upgrades, and conducting hardware and software audits;
• Assuming the Incident Coordinator role for Priority 1 incidents and the Incident Commander role for Priority 2 incidents;
• Providing Tier 1 technical support through multiple channels, including phone, email, and other communication methods, ensuring prompt and effective assistance;
• Participating in an on-call rotation to support operational and business requirements;
• Performing other related duties as assigned from time to time.

What you bring to the team

Education & Certifications

• Completion of a bachelor’s degree in Computer Science, Math, Business or IT related discipline from a recognized university
• OR completion of a diploma in Computer Science or an IT related discipline plus related on-the-job education
• OR significant evidence of related, on the job work experience
• Supplementary training in MS Windows operating systems, MS Office suite, general office software, business analysis and troubleshooting
• ITIL Foundation Certification OR the ability to acquire certification within 3 months of employment
• Certifications in the following areas would be an asset:
  • Security Environment Certification
  • Microsoft 365 Certified Administrator
  • Microsoft 365 Certified Endpoint Administrator Associate
  • Security Environment Certification
  • CompTIA A+ certification or equivalent
  • Project Management

Professional Experience

• Demonstrated experience working on a variety of assignments in a technical / analytical role including 1-2 years providing end user support in an Information Technology role
• Experience working with MS Windows operating systems, MS Office suite
• Business analysis, problem solving and troubleshooting experience
• Consistent performance as an individual contributor
• Experience with an ITSM ticketing system to create, update, and manage tickets with precision and attention to detail
• Troubleshooting experience on Microsoft desktop OS, iOS OS, Android OS, and software related issues
• Experience with incident management, including troubleshooting and escalation
• Familiarity with ITIL or related service delivery frameworks

Knowledge, Skills & Abilities

• Ability to achieve a consistently high level of Customer satisfaction through assessing requirements, establishing goals, prioritizing activities, and owning issues from inception through to resolution
• Ability to establish and maintain on-going working relationships with Customers at all levels of organization
• Strong Team orientation and the ability to establish and maintain cooperative working relationships
• High level of self-motivation and initiative
• Ability to work well under pressure with minimal supervision
• Strong verbal and written communication skills
• Comprehensive knowledge of IT systems, interfaces, networks, peripherals sufficient to enable effective and efficient diagnosis and resolution of moderately complex technical problems
• Ability to create, introduce and / or recommend new ideas or processes into the workplace to improve the safety and quality of work thus increasing performance and productivity
• Proven commitment to high-quality client support and service delivery to customers

Join us!

If this sounds like your next great career move, please submit your cover letter and resume online by May 27, 2026 at 11:59pm.

Additional information 

The salary for this bargaining unitposition is $6,178 per month.

“We connect communities and customers to the people and places important in their lives”

At BC Ferries, our employees are our most important assets in delivering our commitment to customer safety, service and satisfaction. We support employment equity and diversity in the workplace and we encourage applications from all qualified individuals including women, visible minorities, Indigenous Peoples, persons with disabilities, persons of diverse sexual orientation, gender identity or expression (LGBTQ2S+), and others who reflect our ever-changing workplace.

We appreciate the interest of all applicants; however only those selected for an interview will be contacted.