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Computer System Support jobs in Victoria, BC

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    • Updates and maintains support analyst tools.
    • Clients and internal second level support teams.
    • Escalating or closing calls in call tracking system.
    • View all ESIT Advanced Solutions Inc. jobs - Victoria jobs - Service Desk Agent jobs in Victoria, BC
    • Salary Search: Service Desk Agent (Part Time, Casual) salaries
    • IT support: 1 year (preferred).
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    • Background in computer repair, electronics, or IT services preferred.
    • We are a modern, full service computer shop offering a comprehensive selection of prebuilt…
    • To provide 1st line technical support; answering support queries via phone and email.
    • Good Experience in deskside support.
    • In-depth system administration ability for Windows would include:
    • In-depth system administration ability for Linux would include:
    • Responsible for end-user support, you will partner with our clients to resolve their IT issues.
    • The Position: Reporting to the Manager, Service Delivery – Our…
    • May provide guidance to less-experienced team members and support standardization of system configurations and support practices.
    • Availability for occasional after-hours support when required.
    • A strong junior technician with relevant mechanical, IT, or technical support experience may be…
    • Grow your knowledge of hardware and software while also growing your customer service skills with the support of other project technicians.
    • Bachelor’s degree preferred or equivalent experience in technical support.
    • Support for Titans at all stages of life: Parental leave and support, up to $20k in…
    • Support clients over phone, webchat and tickets to solve system user problems and resolve customer questions and issues.
    • Support clients over phone, webchat and tickets to solve system user problems and resolve customer questions and issues.
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    • AM/PM Service® is a leader of Point-of-Sale Technology and Services operating for over 35 years.
    • The Computer Hardware Technician will work with our industries…
    • Provide technical support to users via phone, email, chat, remote application, hands on or on the spot.
    • The Deskside Support Analyst will provide onsite, face-…
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Job Post Details

Service Desk Agent (Part Time, Casual)
ESIT Advanced Solutions Inc.
Victoria, BC V8Z 7X8
•
Hybrid work
$41,317.73–$46,896.22 a year
Part-time, Casual
Apply on company site

Job details

$41,317.73–$46,896.22 a year
Part-time, Casual
Hybrid work in 4464 Markham St Suite 2200, Victoria, BC V8Z 7X8

Full job description

Classification: IS18

Department/Account: Technology Services

Job Code: 90000735

Work Unit: Service Desk Services

Job Title: Information Systems Officer IS18

Manager Title: Director, Service Desk Services

Last Updated: April 2025

DEPARTMENT OVERVIEW

Advanced Solutions Technology Services is responsible for providing cost-effective management, delivery, and
support of IT operations to core government ministries, program managers and government employees.
Technology Services is also responsible for understanding the business objectives, future directions, and unique
requirements of the programs it supports.

Service Desk Services provides technical support to core government ministries, Crown corporations and
broader public sector organizations, and over 30,000 government employees in support of government
objectives to lower costs and improve service delivery.



DESCRIPTION

The Service Desk Agent provides first tier problem diagnosis and response to calls from a variety of clients. The
position functions in a high-volume environment with diverse and high impact problems. Service Desk services
are delivered 24x7. The position is responsible for meeting contractual service level requirements and service
level objectives.



ACCOUNTABILITIES/DELIVERABLES

Provides front line information technology support and problem resolution services. The Service Desk Agent
enables all users to use computer resources in a multiple site environment.

  • Identifies, analyzes, documents, obtains details, and resolved technical problems from clients via phone,
email, chat, and automated tickets.
  • Provides technical advice and guidance to users in the operation of software and hardware, as well as
operating and network systems.
  • Provides centralized and remote technical services (hardware, software, network, and application


support).
  • Provides Incident Management support based on the ITIL framework through Service Manager process and
procedures, providing overall ownership of the incident from submission to resolution.
  • Diagnoses and resolves hardware, software, operating system, network, and application problems.
  • Assigns appropriate severity level to problems, resolves, or escalates to appropriate group for resolution.
  • Interprets, diagnoses, and resolves majority of problems including desk top infrastructure, corporate

applications, mainframe systems access, ID resets, and answers questions on use of large variety of
applications.

  • Receives client problem reports/inquiries regarding a wide variety of multi-environment/platform computer
resources including hardware/software problems, application, and network related issues.
  • Uses an ITSM system, ServiceNow, to record, track and maintain incidents and requests until resolution.
  • Works with customers under minimal supervision.
  • Develops/implements and updates documentation as required for non-standard solutions and/or
workarounds to provide short term problem resolution affecting IT operations.
  • Escalates, tracks, and follows up on unresolved problems with application support staff, vendors, or
system specialists.
  • Translates information between systems.
  • Uses multiple service support tools to retrieve information, implement first point of contact fixes, promote
automation, and identify incident impacts.
  • Service Desk Mailbox triage and assignment of mailbox items.
  • Manages mailboxes, distribution lists, personal folders, and calendars.
  • Audits, monitors, and maintains data, services, and resource access.
  • Provide status on My SC requests.
  • Liaises between clients and second level support groups to provide updates, actions or escalations and
confirmation of resolution on incidents and requests.
  • Provides Request management information and processing for clients.
  • Provides direction to clients regarding appropriate process for submitting requests.

Performs other related duties:
• Follows up with the clients to ensure completion of all aspects of Incident and Request Management,

escalating or closing calls in call tracking system.
  • Participates, as required, on special information technology project teams and in post-implementation
reviews.
  • Updates and maintains support analyst tools.
  • Contributes to, edits, and maintains knowledge articles.
  • Develops and maintains procedural documentation.
  • Participates in internal service desk initiatives as required.
  • Involved in relevant IT training initiatives consistent with remaining current in the Service Desk environment
and providing critical and efficient first point of contact resolution for end clients.
  • Involved in relevant business training initiatives consistent with remaining current in business acumen of
clients and internal second level support teams.
  • Informally participates in coaching, mentoring, and peer training from time to time


SUPERVISORY RESPONSIBILITIES

Direct (directly supervises assigned staff) 0

Indirect reports (supervises through subordinate supervisors) 0




PROJECT/TEAM LEAD OR TRAINING RESPONSIBILITY

Supervises students or volunteers: No

Provides formal training to other staff: No

Leads project teams: No

Assigns, monitors, and examines work of staff: No



FINANCIAL RESPONSIBILITY

N/A



SELECTION CRITERIA

Education and Experience

  • One year of experience in Information Technology or related experience. Related
experience includes providing customer support services in a call centre or fast-paced
environment.
  • ITIL training is an asset (certification preferred).
  • Equivalent combinations of education, training and experience may be considered.

Knowledge, Skills, and Abilities

  • Awareness of ITIL framework.
  • The ability to build and maintain positive working relationships; to work collaboratively
within a team and to provide excellence in customer service.
  • Be able to work in a fast-paced environment, while maintaining a professional calm
manner.
  • The ability to communicate professionally and effectively with clients, other team

members, supervisors, managers, and business consultants both verbally and in writing,
clearly, logically, concisely, effectively, and efficiently while maintaining professionalism
and confidentiality.

  • The ability to handle issues in a sensitive tactful way regarding political considerations.
  • The ability to set priorities to manage long term and short-term goals to achieve the
greatest return.
  • The ability to work on several projects with multiple clients concurrently.
  • The ability to learn new and rapidly changing technologies and maintain currency on

essential tools.
  • The ability to work co-operatively and independently in a multi-team environment with
minimum direction.
  • Strong customer service skills, utilizing tact and diplomacy at all times.
  • Service and solution-oriented and effective in resolving conflict.
  • The ability to place customers as a top priority striving to provide helpful and value-added
services.
  • Proven ability to communicate clearly, both verbally and in writing, by providing and

obtaining information effectively, correctly, and in a concise and timely manner, at a level
and in a format consistent with the audience.

  • Identify and think through problems with a view to a successful resolution.
  • Work individually and as part of a team to accomplish work assignments.
  • Work under pressure, with competing tasks while meeting deadlines.
  • Excellent time management and organizational skills.
  • Demonstrated problem determination, troubleshooting, and resolution skills.
  • Desire to learn while working with complex systems and highly specialized system
operations involving multiple platforms and locations.
  • Knowledge of computer hardware and software programs and equipment related to job

functions.

Other Requirements


REQUIRED COMPETENCIES

• Customer Focus • Building Effective Teams

• Integrity and Trust • Priority Setting

• Ethics and Values • Decision Quality

• Motivating Others • Business Acumen

• Drive for Results • Organizing


We take care of our people (what we offer):

Salary Package

  • Employment Type: Employment Type: Part Time, Casual
  • Union/Non-Union: Union - BCGEU
  • Salary Grid Level: Level 18, Salary Schedule 2.
  • Annual Salary: $41,317.73 – $46,896.22 (Based on a 20-hour work week)
  • Office Location: Victoria, BC - Hybrid


Benefit Package

  • Flexible work arrangements
  • Employee Assisted Program including paid counselling services for you and your
family
  • Public Service Pension plan, matched by Advanced Solutions
  • Excellent Rewards and Recognition Program

  • An eligibility list may be created. Lesser qualified applicants may be under-
implemented or appointed at a lower level.

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