Technical Analyst

Salary Range:

The salary range for this position is $66,000 to $91,000. The final offer will be determined based on the successful candidate’s skills, experience, and internal equity considerations. Please note that the offer may fall anywhere within the posted range and is not necessarily at the top end.

About Us:

Transportation Investment Corporation (TI Corp) is a public crown corporation dedicated to delivering major infrastructure projects in British Columbia on behalf of the Ministry of Transportation and Infrastructure. With over $19.5 in major infrastructure developments, we are committed to upholding the highest standards of construction oversight.

Why Join Us:

At TI Corp, you’ll be part of a dynamic and innovative team driving transformative infrastructure projects that make a real difference in communities. We pride ourselves on fostering a collaborative and inclusive work culture where your ideas are valued. Enjoy competitive compensation and comprehensive benefits, along with opportunities for professional growth and development. Here, your contributions will not only shape your career but also the future of our infrastructure landscape. Join us and be a part of something impactful!

Overview:

The Technical Analyst is a Tier 1 member of the TIC IT Service Desk and the first point of contact for end-user technical support, addressing a wide range of hardware, software, mobile, account access, and network-related issues remotely, over the phone, and in person. Working closely with various departments, the Technical Analyst ensures the smooth operation and optimization of desktop and laptop computers, peripherals, software applications, and IT infrastructure, and escalates complex issues to internal IT teams, provincial shared service providers, and vendors as required. This role also involves contributing to cybersecurity efforts, ensuring compliance with IT policies, and participating in IT projects such as system upgrades and deployments. This position will also support the set-up and maintenance of the Fraser River Tunnel Project (FRTP) site office, where it will be based, near the George Massey Tunnel.

What We Offer:

• Vacation starts at five weeks and with an additional one day per year of service to a maximum of six weeks.
• TI Corp is dedicated to professionally growing staff and building internal capacity, through mentorship, active succession planning, learning and development financial assistance, and membership dues.
• Extended health and dental benefits plus a $1000 Health Spending Account annually.
• We are part of the BC Public Sector Pension Plan – if you join us from other Public Service or Public Sector organizations who are part of this pension plan, your pension will continue seamlessly.
• Hybrid work arrangement with the ability to work from home one day a week following an orientation period.
• Top-up allowance for maternity and parental leave.
• Free travel insurance for full-time employees.
• Transit subsidy program.

Key Accountabilities:

• Provide technical support to end-users for hardware, software, mobile, and network-related issues in person, remotely, and over the phone.
• Install, configure, and maintain desktop and laptop computers, peripherals, and software applications.
• Process approved account and access requests, including onboarding and offboarding, government-assigned account requests and MFA support, group and permission changes, and application access provisioning, in accordance with established procedures.
• Troubleshoot and resolve technical issues, including but not limited to hardware, software, printer, and networking problems, ensuring timely resolution and minimal disruption to end-users.
• Enrol, configure, and support corporate mobile devices, and help resolve device compliance issues with end-users.
• Coordinate, monitor, and verify system updates, patches, and preventive maintenance on end-user devices, applying updates manually when required, to ensure optimal performance and security.
• Assist in the deployment, configuration, and testing of new hardware and software, ensuring compliance with established change management processes.
• Log, categorize, and maintain accurate and detailed records of technical issues, requests, and resolutions using the organization's IT service management system, ensuring timely resolution within SLA guidelines and data quality that supports service reporting.
• Escalate and collaborate on complex technical issues with internal IT teams, provincial shared service providers, and vendors; submit and track service requests with external partners; and assist in IT projects (e.g., system migrations, upgrades) and problem-solving sessions.
• Provide training and support to end-users on IT systems, applications, and AI-enabled productivity tools, and promote best practices for security awareness and the appropriate use of organizational IT resources.
• Set up and maintain video conferencing hardware and software ensuring smooth operation, troubleshooting, and user support.
• Support incident response by triaging and escalating service outages, and help prepare and distribute outage notifications and status updates to end-users using established communication templates.
• Create and maintain standardized documentation, including knowledge base articles, standard operating procedures, setup guides, and FAQs for end-users and IT teams, following established templates and keeping published content current.
• Support the set-up and ongoing maintenance of project site offices, including end-user devices, printers, and meeting room technology, coordinating with contractors and service providers as required.
• Stay updated with the latest technology trends, advancements, and security updates, and recommend system improvements or upgrades when appropriate.
• Participate in IT asset management across the device lifecycle, including deployment, reassignment, return, and disposal, ensuring accurate tracking of hardware and software inventories.
• Ensure adherence to IT policies, procedures, and organizational security and privacy standards, including the protection of sensitive and personal information, and promptly report suspected security or privacy incidents.

Qualifications:

• Diploma or degree in computer science, information technology, or a related field from a recognized post-secondary institution, or an equivalent combination of education, certification, and experience.
• Experience as a Technical Support Analyst, IT Support Specialist, or a similar role in an IT environment.
• Strong understanding of desktop and laptop computer hardware, software, and peripherals, including installation, configuration, and troubleshooting.
• Working knowledge of Windows, iOS, and Android operating systems, as well as office productivity software (e.g., Microsoft Office Suite, Microsoft 365, Microsoft 365 Copilot).
• Basic knowledge of network protocols and infrastructure, including IP addressing, DHCP, DNS, and Wi-Fi troubleshooting, and the use of network troubleshooting tools (e.g., ping, traceroute, ipconfig).
• Experience with video conferencing hardware (e.g., webcams, microphones, speakers, meeting room systems) and software, particularly Microsoft Teams, ensuring seamless meeting setups and user support.
• Proficiency with remote desktop support tools and techniques, such as troubleshooting via VPN, Remote Desktop, or similar tools.
• Familiarity with IT service management (ITSM) tools and practices, including ticketing systems, service level agreements (SLAs), and incident and request management.
• Basic understanding of mobile device management (MDM) solutions for iOS and Android, such as Intune.
• Basic knowledge of Active Directory and Microsoft Entra ID for managing user accounts, groups, and permissions, and familiarity with Microsoft 365 services (e.g., Exchange Online, Teams, SharePoint).
• Strong analytical and problem-solving skills, with a proven ability to diagnose and resolve technical issues efficiently.
• Effective verbal and written communication and interpersonal skills, with the ability to explain technical concepts to non-technical users, write clear documentation and user communications, and collaborate with internal and external teams.
• Ability to manage multiple tasks, prioritize work, and remain organized in a fast-paced, high-demand environment.
• Willingness to learn and adapt to new technologies, tools, and processes in a rapidly evolving IT landscape.
• Valid driver's licence and the ability to travel between TIC offices and project site offices, and to lift and move IT equipment up to 20 kg as required.

Additional Requirement:

• You must be legally authorized to work in Canada.
• An offer of employment is conditional upon the completion of an acceptable current criminal record check.

Note:

• Collection Notice: Your personal information is collected from LinkedIn by Transportation Investment Corporation (TI Corp) pursuant to 26(c), 26(e), and 27(1)(a)(i) of the Freedom of Information and Protection of Privacy Act for the purpose of TI Corp recruitment. This includes information you provide through LinkedIn, as well as information about you that is generated by LinkedIn, such as your connections to other TI Corp employees on LinkedIn, how well the skills you have identified on LinkedIn match our job requirements, and what other TI Corp jobs you have applied for on LinkedIn By proceeding, you are authorizing TI Corp to indirectly collect this information. If you have any questions about the collection of your personal information, please contact the Privacy Officer at privacy@ticorp.ca.