Junior Technical Support Analyst

Junior Technical Support Analyst

PHSA Corporate

Burnaby, BC

In accordance with the Mission, Vision and Values, and strategic directions of PHSA safety, including both patient and employee safety, is a priority and a responsibility shared by everyone at PHSA. As such, the requirement to continuously improve quality and safety is inherent in all aspects of this position.

Within the context of the Information Management Information Technology Services (IMITS) lower mainland consolidated area that provides services to Vancouver Coastal Health, Providence Health Care, and Provincial Health Services Authority and other lower mainland consolidated services (VPPL), the Junior Technical Support Analyst reports to the Manager or designate within a multi-site health care environment. The Junior Technical Support Analyst gathers detailed information and feedback from customers; troubleshoots, investigates virtual health system incidents and tickets, examines and identifies problem, and takes corrective action in accordance with established procedures, or refers problem or seeks guidance from senior staff as required. Under direction, modifies and tests computer and video conferencing hardware or virtual health software.

What you’ll do

• Provides technical support and problem solving, both in person and over the phone, for computer hardware, virtual health system and video conferencing devices by responding to system and user problems; gathering detailed information and feedback from customers, responds to questions and communicates best options available. Identifies unresolved issues and refers to Manager or Senior IMITs member as required.
• Communicates information to customers on proper use of virtual health solutions, hardware and software, equipment by responding to questions, troubleshooting by providing information on steps using site or vendor provided utilities and provides remote training to customers via video conferencing.
• Provides technical troubleshooting and support for the video conferencing environment as well as a variety of video conferencing software applications. Under direction, performs tasks such as modifying and testing computer and video conferencing hardware and computer software using test scripts, validating scheduled changes and maintenance.
• Provides high-level customer service and generates detailed service tickets to support and inform workload. Documents own work and actions taken, updates assigned ticket information with client provided information. Works in conjunction with senior IMITs members to formulate solutions for complex tickets.
• Provides input into the development of technical support procedures and process improvement for virtual health support tools to the Manager and/or designate.
• Arranges video conferencing bookings within relevant business applications and systems, and adjusting arrangements of systems, sites and support staff.
• Performs other related duties as assigned.

What you bring

Qualifications

• Grade 12, graduation from a recognized two year computer systems technology diploma program plus two (2) year’s recent, related experience or an equivalent combination of education, training, and experience.

Skills & Knowledge

• Commitment to upholding the shared responsibility of creating lasting and meaningful reconciliation in Canada as per TRC (2015) and BC's Declaration on the Rights of Indigenous Peoples Act (2019).
• As a strong asset for consideration, we are looking for our successful candidate to have: Knowledge of social, economic, political and historical realities impacting indigenous communities and familiarity with Indigenous Cultural Safety and anti-racism and accompanying reports (BC DRIPA, TRC, etc.).
• Ability to type.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Ability to organize work.
• Ability to operate related equipment.
• Physical ability to carry out the duties of the position.

What we bring

Every PHSA employee enables the best possible patient care for our patients and their families. Whether you are providing direct care, conducting research, or making it possible for others to do their work, you impact the lives of British Columbians today and in the future. That’s why we’re focused on your care too – offering health, wellness, development programs to support you – at work and at home.

• Join one of BC’s largest employers with province-wide programs, services and operations – offering vast opportunities for growth, development, and recognition programs that honour the commitment and contribution of all employees.
• Access to professional development opportunities through our in-house training programs, including +2,000 courses, such as our San’yas Indigenous Cultural Safety Training course, or Core Linx for Leadership roles.
• Enjoy a comprehensive benefits package, including municipal pension plan, and psychological health & safety programs and holistic wellness resources.
• Annual statutory holidays (13) with generous vacation entitlement and accruement.
• PHSA is a remote work friendly employer, welcoming flexible work options to support our people (eligibility may vary, depending on position).
• Access to WorkPerks, a premium discount program offering a wide range of local and national discounts on electronics, entertainment, dining, travel, wellness, apparel, and more.

Job Type: Temporary, Full-Time - Until return of incumbent
Wage: $38.78 / Hour
Location: 1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 0830 – 1630 (Monday to Friday)
Requisition # 165136E

As per the current Public Health Order, full vaccination against COVID-19 is a condition of employment with PHSA as of October 26, 2021.

What we do

The Provincial Health Services Authority (PHSA) plans, manages and evaluates specialized health services with the BC health authorities to provide equitable and cost-effective health care for people throughout the province. Our values reflect our commitment to excellence and include: Respect people – Be compassionate – Dare to innovate – Cultivate partnerships – Serve with purpose.

Learn more about PHSA and our programs: jobs.phsa.ca/programs-and-services

PHSA is committed to employment equity, encouraging all qualified individuals to apply. We recognize that our ability to provide the best care for our diverse patient populations relies on a rich diversity of skills, knowledge, background and experience, and value a safe, inclusive and welcoming environment.

Reconciliation is an ongoing process and a shared responsibility for all of us. The BC Governments’ unanimous passage of the Declaration on the Rights of Indigenous Peoples Act was a significant step forward in this journey—one that all health authorities are expected to support as we work in cooperation with Indigenous Peoples to establish a clear and sustainable path to lasting reconciliation. True reconciliation will take time and ongoing commitment to work with Indigenous Peoples as they move toward self-determination. Guiding these efforts Crown agencies must remain focused on creating opportunities that implement the Truth and Reconciliation Commission Mandate.

ATTN: PHSA Employees:

To be considered as a PHSA employee (internal applicant) for this position, you must apply online via your internal profile at http://internaljobs.phsa.ca  

Please note the internal job posting will no longer be accessible after the expiry date of May 14, 2024. If the internal job posting has expired, please contact the Internal Jobs Help Desk and advise that you would like to be considered as a late internal applicant for this position. Please do not apply for the external job posting.

If you have not registered your internal profile, a password is required to log in for the first time. To obtain your password, please contact the Internal Jobs Help Desk at 604-875-7264 or 1-855-875-7264. Please note regular business hours are Monday – Friday (excluding stats), 8:30am to 4:30pm. For inquiries outside of regular business hours, please email the Internal Jobs Help Desk at internaljobshelpu@phsa.ca and a Help Desk Representative will contact you the next business day.