Technical Support, Tier I – CTIS Access Management

Technical Support, Tier I

Identity & Access (Core)

Burnaby, BC

The Technical Support, Tier 1 reports to the Manager and performs a variety of technical support duties in the operations of provisioning and de-provisioning access that requires knowledge for various users access across the Health Authority (HA) sites (FHA, VCH-PHC, PHSA) in accordance with established procedures and working as part of the centralized environment of Technology Services, BCCSS. Responds to break/fix incidents in a timely manner and provides support by investigating and resolving problems, following change management processes and referring unresolved problems to the appropriate level. The Technical Support – Tier 1 provides file and folder management such as creating folders and/or changing folder structure and their associated permissions while minimizing impact to the end user.

What you’ll do

• Provides incident support with troubleshooting client technical issues including break/fix requests from Service Desk tickets by methods such as responding to the client, investigating the issue and taking corrective action in accordance with established guidelines and problem and change management processes to resolve client problems. Identifies unresolved issues and escalates to second level technical support as required.
• Performs an intake function and assigns work tasks to designated roles/staff by methods such as monitoring team email, reviewing customer requests and requesting additional information; investigating the problem and taking corrective action when needed according to established procedures; categorizing requests according to HA and type including routine, batch, and escalated requests; determining priority for escalation requests according to departmental guidelines; and saving requests into designated folders. Processes express ticket traffic (disabling access) as per established procedures.
• Provides file and folder management such as creating folders and/or changing folder structure and their associated permissions while minimizing impact to the end user; by methods of using existing tools and established guidelines. Granting access to secured groups and folders, working in accordance with established procedures and following change management processes.
• Carries out routine customer access requests from ticketing queue, including prioritized requests by methods such as acknowledging receipt of the request within required time frames, utilizing established communication scripts, checking for completeness of requests and following-up on discrepancies such as an using predefined tool to validate employee’s Identity that access should be based upon, and checking that the approver is valid according to established criteria (i.e., non-contract Manager and above) and requesting a valid approver if needed). Monitors own email for client responses, provides standard service updates to clients, and refers problems to Manager or designate as required.
• Documents issues and maintains records according to established procedures. Maintains technical information and prepares instructional material. Provides related training and orientation to designated staff.
• Attends team meetings, participates in team discussions, and provides input on the development of service support and technical procedures and criteria.
• Performs other related duties as assigned.

What you bring

Qualifications

• Grade 12, graduation from a recognized two (2) year computer systems technology diploma program plus two (2) years’ of recent related experience (recent relevant experience to include active directory, exchange online and PowerShell) , or an equivalent combination of education, training and experience.
• Ability to type.
• Ability to communicate effectively both verbally and in writing.
• Ability to deal with others effectively.
• Physical ability to carry out the duties of the position.
• Ability to organize work.
• Ability to operate related equipment.

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 of settler colonialism on Indigenous Peoples and familiarity with addressing Indigenous-specific anti-racism, anti-racism and Indigenous Cultural Safety and foundational documents and legislative commitments (The Declaration Act, the Declaration Action Plan, TRC, IPS, Remembering Keegan, etc.).

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: Regular, Full-Time
Wage: $38.78 / Hour
Location: 1795 Willingdon Ave, Burnaby, BC V5C 6E3
Closing date: Applications accepted until position is filled
Hours of Work: 08:00-16:00 (Monday to Friday)
Requisition # 175790E

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 equity in our hiring and employment practices. With learning and compassion, we are addressing existing inequities and barriers throughout our systems. PHSA is seeking to create a diverse workforce and to establish an inclusive and culturally safe environment. We invite applications and enquiries from all people, particularly those belonging to the historically, systemically, and/or persistently marginalized groups identified under the B.C. Human Rights Code.

One of PHSA’s North Star priorities is to eradicate Indigenous-specific racism, which includes dismantling barriers to health care employment at every level. We welcome Indigenous individuals to apply and/or contact the Sanya’kula Team (Indigenous Recruitment & Employee Experience) for support at indigenous.employment@phsa.ca .

Indigenous-specific anti-racism initiatives are rooted in addressing the unique forms of discrimination, historical and ongoing injustices, and marginalization faced by Indigenous peoples. These initiatives align with an Indigenous rights-based approach, recognizing the inherent rights and self-determination of Indigenous communities. PHSA must uphold legislative obligations and provincial commitments found in the foundational documents such as including Truth & Reconciliation Commission’s Calls to Action (2015), In Plain Sight (2020), BC’s Declaration on the Rights of Indigenous Peoples Act (2019), United Nations Declaration on the Rights of Indigenous Peoples (UNDRIP), Reclaiming Power and Place Missing and Murdered Indigenous Women & Girls Calls for Justice (2019), the Declaration Act Action Plan and Remembering Keegan: A First Nations Case Study.

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 November 26, 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.