Technical Analyst

Job Description

Responsibilities

• Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests.
• Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs.
• Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units.
• Provides support for pre-approved VIP users, responds to requests, determines actions, and resolves incidents.
• Monitors and follows up on assigned incidents until resolution.
• Logs VIP calls, incidents, and other service requests. Accepts calls from VIP assistants or other individuals on their behalf and works through the requestor to resolve incidents.
• Provides orientation and instruction to VIP customers in systems, applications, and protocols.
• Offers direct and flexible contact options to satisfy VIP preferences. Provides remote support to traveling VIPs.
• Provides assistive support for VIP’s personally owned assets used for accessing client systems and services.
• Performs scheduled VIP support at business events within British Columbia and provides remote support outside British Columbia.
• May be required to lift machinery, tools, supplies, and equipment weighing up to 20 kg17. May work non-core hours and provide home support in support of the VIP service commitment.
• Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems.
• Conducts testing of application deployments to ensure quality assurance of end product. Reviews, tests, and conducts quality assurance on imaging changes.
• Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients.
• Participates in the development and documentation of systems standards, configuration standards.
• Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required.
• Researches technical information and hardware/software capabilities to recommend improvements.
• Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure and develops and maintains knowledge templates to gather client and project information.
• Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff.
• Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA’s, project requests, and operational performance reports.
• Conducts problem and trend analysis and makes recommendations to improve operations.
• Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded.
• Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels.

POSITION REQUIREMENTS:

Education and Experience:

• Related degree or an equivalent combination of relevant experience, education and/or training.
• Technical experience analyzing and resolving complex problems in the following areas:
• Windows 10 or later Operating Systems
• MacOS issues
• Microsoft Office 2019 or later
• Active Directory
• Microsoft Azure/Entra Active Directory
• Microsoft InTune
• Mobile Device Management
• Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable

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