Service Desk Tech
at Seaspan

Job Description

Reporting to the Service Desk Manager of Washington Corporations, the Service Desk Technician provides technical support and maintains efficient IT operations while prioritizing exceptional customer service and aligning IT activities with business operation requirements. This role involves resolving complex technical issues, ensuring optimal system performance, and delivering excellent user experience.

Note: Due to business needs, this position is required to be fully on-site based at 50 Pemberton Avenue, North Vancouver, V7P 2R2.

What you'll do

• Provide Technical Support: Responds to IT service requests, incidents, and problems. Troubleshoots and resolves hardware, software, network, and application-related issues promptly and effectively, following established procedures and standard processes.
• Customer Service: Delivers outstanding customer service by actively listening to user concerns, empathizing with their technical difficulties, and providing clear and concise explanations. Foster positive relationships with users, establishing yourself as a trusted technical advisor.
• Business Alignment: Understands and aligns IT support activities with the goals and objectives of the business. Collaborates with business stakeholders to identify technology needs, propose solutions, and contribute to the development of IT strategies that support business growth and efficiency. Attends daily operational meetings to ensure optimal support and alignment with business priorities.
• Incident Management: Owns and manages incidents through their entire lifecycle. Accurately assess incident impact and urgency, prioritize resolution efforts, and ensure timely communication and updates to users. Escalates incidents to appropriate teams if necessary, tracking progress until resolution.
• Documentation and Knowledge Base: Creates and maintains comprehensive documentation, including troubleshooting guides, knowledge base articles, and standard operating procedures. Continuously updates documentation to ensure accuracy and relevance, enabling Level 1 support to handle more incidents effectively.
• Continuous Improvement: Actively participates in process improvement initiatives, contributing innovative ideas and suggesting efficiency enhancements for IT service delivery. Stays up to date with emerging technologies, industry trends, and best practices in IT service management.

What you'll bring

• Associate degree or higher, or equivalent work experience.
• 1-3 year of experience in service desk support with similar end-use support experience.
• Technical certification, such as HDI SCA, A+, Network +, ITIL foundations, Microsoft Azure fundamentals.
• Proven experience working in an IT service desk or technical support role, preferably in a customer-centric or business-embedded environment.
• Strong technical knowledge and job history of hardware, software, networks, and Windows operating systems. Specifically, proficiency in Active Directory, Azure, M365, Cisco networking, VDI setup and administration.
• Strong support and system administration skills.
• Experience successfully working in a distributed workforce environment.
• Familiarity with ITIL principles and best practices, particularly in incident management, problem management, and service request fulfillment.
• Strong organizational skills, with the ability to manage multiple priorities and meet deadlines in a fast-paced environment.
• Excellent customer service skills, with the ability to communicate technical concepts to non-technical users effectively.
• Analytical approach with strong problem-solving skills, able to diagnose and resolve complex technical issues efficiently.

Why you'll love working here

• This is a full-time salary position onsite in our facilities in North Vancouver, BC. Employees will be expected to deliver a full 40-hour week, with additional or non-standard hours to support delivery of time-critical project deadlines.
• We also provide a best-in-class health and wellness benefits package for this position, including such things as full health care (e.g., unlimited physiotherapy), dental, vision, life insurance, medical leave coverage, parental leave coverage, childcare benefit partnership, wellness/fitness reimbursement for memberships or registration fees, and an Employee Family Assistance Program (EFAP).

The estimated salary for this position is $70,000-$80,000. In determining final salary, Seaspan considers many factors including the successful Candidate's skillset and experience as well as position location and internal equity. The final base salary offer will be at the Company's sole discretion and presented as part of a competitive total compensation package.

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