Service Desk Technician

As a recognized leader in emergency communications, E-Comm is an organization that provides first responders and the public with critical life-safety services in communities across B.C. Our people are passionate about their work and public safety. We operate two emergency communications centres - one located in Vancouver and one in Saanich. E-Comm also provides integrated police, fire call taking, dispatch services to more than 70 police and fire departments, and owns/operates the largest multi-jurisdictional, tri-service wide-area radio network in B.C. We are proud to serve communities across this beautiful province through our four operational and administrative locations in Vancouver, Burnaby and Saanich. Learn more at www.ecomm911.ca

At E-Comm 9-1-1, we are committed to building a diverse and inclusive workforce that represents the many communities that we proudly serve.

OUR VALUES

RESPECT | ACCOUNTABILITY | INTEGRITY | SERVICE | COLLABORATION

We are seeking an experienced Service Desk Technician 1 who possesses strong technical capabilities, a positive attitude, a sense of commitment to their team and a customer-first mindset.

Reporting to the Service Desk Supervisor, you will act as a central point of contact between internal and external clients and Technology Services. Leveraging your technical and customer service skills, you will handle and resolve incoming support incidents and service requests, troubleshooting and resolving tier 1 service calls for a wide variety of technical issues including network and operating systems, applications, hardware, mobile devices, wireless technology and telephony.

Demonstrating your exceptional customer support skills while helping users overcome their technical issues will be core to this role. Possessing a solution focused mindset while working as part of a cohesive team will make you an excellent candidate for this role.

WHAT YOU WILL DO:

• Answers e-mails and incoming calls through an automated call distribution system; logs all incidents and requests in the IT service management tool.
• Records key client contact information and verifies against client records
• Identifies impact and urgency to determine priority of requests and incidents; when service outages have occurred ensures they are escalated to the appropriate technical team
• Determines nature and scope of requests and incidents through active listening and by asking probing questions while using multiple computer applications and systems to determine clients’ needs; ensuring accurate information is collected.
• Provides first level, primarily remote support to internal and external clients for a wide variety of technical, network and operating systems, applications, hardware, mobile devices, and wireless technology and telephony; investigates, troubleshoots, diagnoses and resolves an array of incidents and requests; applies technical fixes; refers unresolved matters to appropriate technical staff.
• Provides advice, information, informal training and assistance to clients in the use of various software applications, computer systems, telecommunication devices, computer hardware and technology services.
• Performs various user access management tasks such as onboarding and offboarding users in various systems, resetting passwords, and general account administration.
• Monitors the completion of escalated tickets; ensures that tickets are completed in a timely manner and that the technical knowledge base is updated; obtains clarification from technical staff on outstanding tickets.
• Monitors alarms and alerts and escalates incidents as required.
• Creates and maintains technical knowledge based articles related to the work.
• Provides information and assistance to other members of the service desk team as required.
• Performs related work as required.

MINIMUM QUALIFYING CRITERIA:

Candidates must clearly demonstrate they meet ALL criteria below to be considered further in this process.

• Completion of a certificate program in computer information systems, preferably some related experience; or an equivalent combination of training and experience.

ADDITIONAL KNOWLEDGE, SKILLS AND EXPERIENCE:

• ITIL Foundation v3 or later accreditation preferred.
• Practical knowledge of Microsoft Windows and frontline support for Microsoft 365 applications and services, particularly Outlook, Teams, OneDrive and SharePoint. Ability to troubleshoot common sign-in, email, meeting, file synchronization, sharing and access issues, and support users across the core Microsoft 365 applications.
• Familiarity with Microsoft Configuration Manager (SCCM), Microsoft Intune and Microsoft Entra ID, and their roles in device management, application delivery and user access. Ability to follow established procedures to check device and account status, perform approved support actions within assigned permissions, and gather information for escalation.
• Familiarity with Citrix environments and common frontline troubleshooting for user access, application launch, session and performance issues, with unresolved matters referred to appropriate technical staff.
• Working knowledge of network infrastructure and connectivity, including LAN/WAN, wired and wireless networks, VPN, TCP/IP, IP addresses, subnet masks, default gateways, DNS and DHCP, and how these affect access to enterprise applications and services. Ability to troubleshoot network connections, peripherals and telecommunications equipment at the frontline support level.
• Ability to review error messages, basic Windows and application logs, and diagnostic results using established procedures; identify relevant symptoms and recent changes; and document findings for resolution or escalation.
• Ability to troubleshoot common Windows, application, device and network issues by asking focused questions, confirming impact and scope, performing appropriate checks, applying approved fixes and verifying the outcome with the user. Ability to document troubleshooting steps and results for effective escalation.
• Ability to use ipconfig /all, ping and nslookup to check IP configuration, connectivity and name resolution, and interpret basic results. Familiarity with Task Manager, Event Viewer and approved remote support tools for frontline troubleshooting.
• Knowledge of the methods, practices, procedures, standards, concepts and best practices (ITSM:ITIL) applied in the work.
• Ability to assess and prioritize incoming requests and incidents, provide effective first-level remote support, and recognize when an issue requires escalation to appropriate technical staff, particularly where multiple users or critical services are affected.
• Ability to provide advice, information and assistance in the use of software applications, hardware and technology services.
• Ability to monitor various alarms and alerts, assess the nature of problems, and escalate incidents as required.
• Ability to establish and maintain effective working relationships with clients and staff, and to exercise tact and maintain confidentiality.
• Ability to communicate effectively orally and in writing, and to prepare knowledge based articles and other technical documentation related to the work.
• Ability to balance priorities and meet service expectations in a fast-paced call centre environment.

SECURITY REQUIREMENTS:

As a condition of employment at E-Comm, the required Police Security Clearance applicable to the position must be acquired and maintained. This is a process carried out by our law enforcement partner agencies, facilitated by E-Comm. The minimum residency in Canada to qualify for this position, as established by our law enforcement partner agencies is 5 years.

To qualify for this process, a candidate may be either a Canadian Permanent Resident or Canadian Citizen. We regret any candidates under Student, Visitor, or Work Visas are not eligible for consideration.

WHAT WE OFFER:

• Meaningful work - work with a sense of purpose, supporting the public and first-responders
• Competitive salary and extended health benefits
• Minimum 3 weeks vacation to start.
• Earned Time Off - eligibility to participate in our Accumulated Time-Off
• Pension - we are members of the Municipal Pension Plan, a defined benefits fund
• Career development - we are supportive in developing your skills while pursuing your career at E-Comm

JOB DETAILS:

• Number of positions: Minimum of One
• Job status: Regular Full-Time
• Hours of work: Monday through Friday, 40-hour work week; Shift work is required within the Service Desk hours; Flexible hours required at times during the week and occasional weekends, to accommodate special activities/events
• Wage/Salary: PG 18 | $35.77 to $42.16 hourly; $74,401.60 to $87,692.80 annually (2026 rates)
• Employee Group: Union
• Department: Technology Services
• Location: E-Comm Lower Mainland - 3301 E. Pender Street, Vancouver, BC
• Selection process: The successful candidate will be selected after the completion of a Background Review stage, an initial phone interview, and a technical and behavioural based interview.
• Interview scores: The pass mark for each stage of the interview process (excluding the Background Review Stage) has been set at 60% for this competition. Candidates must obtain a score of 60% or higher in order to move to the next stage of the process
• Note: Where candidates achieve equal scores at the final stage, seniority will be applied as a tiebreaker in accordance with the Collective Agreement.
• CLOSING DATE FOR APPLICATIONS: Friday, November 13, 2026

We are committed to accommodating persons with disabilities during the recruitment process and we will provide reasonable accommodations as requested. If you require assistance or accommodation due to a disability, please email talent@ecomm911.ca

HOW TO APPLY

Select Apply Now and follow the instructions provided to submit your application.