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Support Analyst II - IT Support Desk

Reference ID: 29590 - R

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Are you an intermediate IT support analyst with experience providing business and technology first-level support to customers in a help desk environment? In this role, you’ll support channels including phone or desk-side support and you’ll specialize in collaboration tools such as video conferencing and mobile devices. You’re committed to exceptional customer service and look for ways to continually improve services and processes.


This position is a temporary assignment of approximately six months. It’s a great opportunity to try a new role, get your foot in the door, move on after your assignment, or explore avenues to stay.


WorkSafeBC is a place where you can build your career. Working on our IT team is a unique opportunity to do work that matters. We provide a highly-collaborative environment where employees can develop their skills and work on challenging projects that help make a difference to the workers and employers of B.C.


What you’ll do

As a support analyst II you will:

  • Resolve problems and liaise with customers to find ways to continually improve services and processes, and keep customers informed on their problem status/resolution
  • Troubleshoot issues and make decisions that have a medium to high level of complexity to assess customer priority and impact, and escalate issues to senior support if required
  • Gather customer needs, provide consultations, educate, and record all interactions in the designated tracking tools
  • Assist senior support analysts with resolving complex problems/requests and contribute to knowledge bases and online services
  • Provide hardware and software support for all standard WorkSafeBC technologies
  • Compile and analyze statistics, metrics, and reports to identify trends and develop recommendations
  • Participate in projects as a subject matter expert, user acceptance tester, and post-implementation support service
  • Coordinate and/or provide education to customers to better leverage the hardware and software used at WorkSafeBC
  • Travel to other WorkSafeBC offices to attend conferences, seminars, staff meetings, and vendor presentations


Is this a good fit for you?

We’re looking for someone who can:

  • Maintain a professional and positive attitude while managing challenging situations and customer interactions
  • Diagnose and troubleshoot problems in a computer support environment, and provide appropriate and timely solutions
  • Gather relevant information from others by using active listening techniques and reading and interpreting written information
  • Provide training to individuals and groups, and coach and mentor peers
  • Develop complex technical and non-technical documentation, and present verbally and in writing, to a variety of internal and external audiences
  • Provide working knowledge of information technology, help desk tools and processes, and incident management processes
  • Provide working knowledge of LAN and WAN technologies, and PC hardware
  • Provide a general knowledge of LAN administration
  • Employ knowledge of mobile hardware, software, and components, as well as PC desktop software (e.g., word processing, spreadsheet, database, graphics)
  • Apply working knowledge of help desk tools, processes, as well as problem management processes and systems
  • Clearly compose and deliver verbal and written information for technical and non-technical audiences to convey, explain, and educate customers on technical information and products


Your experience and educational background:

  • Completion of a two-year diploma or degree program in computer systems technology
  • A minimum of three years of experience in one or more of the following areas: technical support, technology education, systems planning, knowledge management, or other related fields of business and technology
  • Support experience in the area of collaboration tools (video conferencing) and mobile devices is an asset


An equivalent combination of education and experience will be considered.


Who are we?

At WorkSafeBC, we’re dedicated to promoting safe and healthy workplaces across B.C. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases do occur, we provide compensation, and support injured workers in their recovery, rehabilitation, and safe return to work. We also work diligently to sustain our workers’ compensation system today and for future generations. We’re honoured to serve the 2.3 million workers and 231,000 registered employers in our province.


What’s it like to work at WorkSafeBC?

It’s challenging, stimulating, and hugely rewarding. Our positions offer tremendous diversity and excellent opportunities for professional growth. Every day, the work we do impacts people and changes lives. What we do is important and so are the people we do it for.


We’re an inclusive and accessible employer, committed to employment equity objectives, and we invite applications from all qualified individuals. Please note that this position is restricted to those legally entitled to work in Canada.

To apply

Visit and select Careers to submit a resume and cover letter that details your characteristics, accomplishments, and prior work experience related to the requirements for the position. We can only accept applications submitted through our website.


Thank you, in advance, for applying. Unfortunately, we’re only able to contact those whose applications we will be pursuing further.



Posted: January 24, 2019
Closes: March 25, 2019
Email Address:
Company Info
1001-5000 employees

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About WorkSafeBC

Who are we? We’re a team of more than 3,000 people, working together across 15 offices in the Lower Mainland, Vancouver Island, and B.C.’s interior. Our vision is to keep British Columbians free fr...