We're looking for experienced Support Analyst II to provide internal and external stakeholders with business application and technology first-level support within a helpdesk environment. Do you have experience supporting channels including phone or email support and specialize in collaboration tools such as video conferencing and mobile devices influenced by ITIL framework? As a Support Analyst II at WorkSafeBC, you'll be using leading-edge technology to help connect British Columbians to healthy and safe workplaces. At WorkSafeBC, we offer a hybrid work model that combines the convenience of working remotely with the dynamism of working in one of our offices, based on the operational needs of the position. C. home and occasionally in our Port Moody office. As a support analyst you will: Resolve problems and liaise with customers to find ways to continually improve helpdesk services and processes, and keep customers informed on their problem status/resolution Troubleshoot issues and make decisions that have a medium to high level of complexity to assess customer priority and impact, and escalate issues to senior support if required by utilizing incident and problem management processes and best practices Resolve complex problems/requests and contribute to knowledge bases and online services Provide hardware and software support for all standard WorkSafeBC technologies by leveraging your experience in LAN and WAN technologies, PC hardware, LAN administration, mobile hardware, software, and PC desktop software Participate in projects as a subject matter expert, user acceptance tester, and post-implementation support service Coordinate and/or provide education to customers to better leverage the hardware and software used at WorkSafeBC Diagnose and troubleshoot problems in a computer support environment, and provide appropriate and timely solutions Gather relevant information from others by using active listening techniques and reading and interpreting written information Provide training to individuals and groups to educate customers on technical information and products, and coach and mentor peers Develop complex technical and non-technical documentation, and present verbally and in writing, to a variety of internal and external audiences Diploma in Computer Science, Information Technology or Business A minimum of three years of experience in one of the following areas: technology support, systems implementation, systems planning or knowledge management WorkSafeBC's COVID-19 Employee Mandatory Vaccine Policy (the "Policy") is suspended effective January 9, 2023, however we reserve the right to re-implement it in response to changes in the public health landscape, including public health orders. We partner with workers and employers to save lives and prevent injury, disease, and disability. When work-related injuries or diseases occur, we provide compensation and support injured workers in their recovery, rehabilitation, and safe return to work. Our positions offer diversity and opportunities for professional growth. Our ability to make a difference relies on building a team with a rich variety of skills, knowledge, backgrounds, abilities, and experiences that reflects the diversity of the people we serve. As a member of our team, you'll have access to services and benefits that help you get the most out of work - and life. Defined benefit pension plan Health care and dental benefits Applications are welcomed immediately, however must be received no later than 4:30 p.m.