Technical Analyst II, Field

Role Overview

As a Technical Analyst II, Field based in Vancouver, BC, you will provide level two technical support to internal clients using various communication channels including email, ServiceNow tickets, online chat, and phone calls. Your main duties include troubleshooting technical incidents, fulfilling service requests, and supporting end-user hardware and software issues within a diverse, multi-location environment.

Key Responsibilities

• Conduct both basic and moderately complex troubleshooting at levels one and two, handling devices such as desktops, laptops, mobile devices, desk phones, and printers.
• Perform regular visits to field sites for in-person technical support, infrastructure documentation, and stakeholder relationship management.
• Process service requests like granting network drive access, managing distribution lists, user account administration, and software installations or modifications.
• Install and troubleshoot end-user printers effectively.
• Ensure customer service satisfaction and operational metrics meet established standards.
• Follow and uphold documented service operation policies and ITIL best practice procedures.
• Document technical processes, procedures, and Knowledge Base materials to support the team.
• Collaborate within a large team environment, offering support to peers and escalating unresolved issues appropriately.
• Identify opportunities for procedural improvements and participate in implementing ITIL-standard operational processes.
• Maintain accurate inventories of installed hardware and software.
• Operate primarily between 6:00 AM and 6:00 PM CT, including rotating on-call after-hours support.

Candidate Profile

• Minimum five years working experience in Information Technology roles, preferably on a Service Desk or Helpdesk.
• Self-motivated individual capable of working independently after initial onboarding.
• Experience supporting diverse teams across multiple branches and remote environments.
• Strong analytical, problem-solving, and decision-making capabilities fostering collaboration and innovation.
• Excellent interpersonal skills suited to working effectively with varied groups.
• Commitment to customer service excellence and familiarity with ITIL-based service management.
• Preferably holds IT certifications such as CIPS, ITIL, A+, CompTIA, MCSA or related credentials.
• Degree or diploma in a computer technology program is advantageous.
• Skilled at building and maintaining positive relationships with numerous stakeholders.
• Detail-focused, organized, resourceful, and able to prioritize multiple tasks efficiently.
• Ability to stay objective and maintain a factual perspective during inquiries and issues.
• Capability to work well under pressure and adapt to a dynamic business environment.
• Strong communication and organizational talents combined with a highly collaborative attitude.

Compensation & Work Environment

The position aligns with BC Pay Transparency Act guidelines, offering a salary range of $60,000 to $85,000 CAD annually. The company emphasizes a culture focused on safety, integrity, teamwork, excellence, and inclusion. Employees participate in fostering a respectful, diverse, and growth-oriented workplace where continuous improvement and operational safety are pivotal.