Computer Support Analyst

A career at TransLink and our family of companies means working with people with a wide range of skills and perspectives, all teaming up towards a common goal: preserving and enhancing the region's world-envied quality of life. Together, we connect the region and enhance its livability by providing a sustainable transit and transportation network, embraced by our communities and people.

At TransLink we are dedicated to building a workforce that reflects the diversity of the communities in which we live. We’re committed to fostering an inclusive, equitable and accessible workplace, recognizing the unique value and skills every individual brings.

Looking for a great place to work where your contributions are valued and you can make a difference in a vibrant city? At TransLink, one of BC’s Top Employers, you'll help make Metro Vancouver a better place to live, built on transportation excellence. Put your future in motion!

SUMMARY:

Provides customer service and technical support to enterprise customers for desktop technologies, within the established service level agreements; technical services for Enterprise desktop and mobile computing technology solutions, in response to operational issues, service and project support requests, applies technical and business expertise to maximise the use of available desktop technology; and conducts analyses, uses and updates documentation, and provides recommendations and guidance in support of problem management and the continuous improvement of Desktop Services.

DUTIES AND RESPONSIBILITIES:

1. Provides customer service and technical support to enterprise customers for desktop technologies, within the established service level agreements:

a) Receiving tickets in the ITSM tool, consulting with customers to clarify problems and efficiently analysing, diagnosing, testing and implementing solutions within the established SLA, while providing regular status updates.

b) analyzing and resolving operational issues and service requests by maximizing the use of tools, automation or knowledge and verifying solutions with the customers.

c) providing alternate solutions to enable customers to remain operational, where an immediate permanent resolution requires further investigation/action.

d) analyzing suitability, compatibility and/or costs for approved desktop, mobile peripherals or applications and recommending best options to meet customer-specific needs.

e) answering questions and providing one-on-one customer and/or desk-side support and guidance related to desktop services.

f) providing awareness and education to customers on enterprise best practices, standards and policies to encourage adherence and ensure maximum operational efficiency.

g) resolving tickets on behalf of customers using the defined escalation process, or collaborating with next level teams and/or business units to resolve operational issues and service requests.

h) prioritizing tickets that are being actioned in the ITSM tool and adapting to changing demands and schedules while ensuring the ticket queue is managed according to established procedures.

i) closing tickets in the ITSM tool upon completion, and liaising with customers to verify solutions.

j) responding and participating in I.T. related emergency situations.

2. Provides technical services for Enterprise desktop and mobile computing technology solutions, in response to operational issues, service and project support requests by:

a) liaising with customers to understand, assess and determine desktop technology requirements.

b) conducts installations of new, upgraded, and relocated computing technology in compliance with the established deployment schedule, according to established policies and procedures.

c) performing troubleshooting steps to resolve desktop technology issues.

d) completing required records and documentation according to established procedures.

3. Applies technical and business expertise to maximise the use of available desktop technology by:

a) maintaining technical currency by researching market trends on technological advances and industry standards and researching solutions to issues and technical challenges.

b) conducting trend analysis to identify repeated incidents of a similar nature to recommend problem management.

c) consulting with vendors and industry peers to assist in identifying developments, enhancements and further solutions.

d) being proactive in identifying and recommending alternative available desktop technology and functionality solutions for customers to meet business needs.

4. Conducts analyses, uses and updates documentation, and provides recommendations and guidance in support of problem management and the continuous improvement of Desktop Services by:

a) analysing recurring or high-impact incidents to diagnose the underlying cause and determine a solution, consulting with vendors when necessary, incorporating automation and/or introducing other innovations where possible.

b) using and/or updating support process documentation and knowledge, and preparing written reports to support research, analysis and recommendations for improvement.

c) sharing expertise and findings using process and/or other documentation, demonstrations, and guidance to peers in team meetings and during individual peer and customer interactions.

d) escalating desktop technology related risks to Manager, Desktop Services or designate in accordance with established guidelines.

Requires Grade 12 graduation plus a diploma in computer science including courses in core hardware, operating system technologies, systems configuration and networking. Requires three (3) years previous experience in an information systems desktop environment, involving the installation, troubleshooting and repair of desktop, server and network hardware, peripherals and software. Experience must include advising users and developing technical solutions to a wide variety of problems in order to guarantee a solid understanding of Operation Systems and layered product software configuration, identifying hardware or network problems to ensure all components work together. A further period of up to six (6) months on the job is required to become familiar with the corporate IS environment, its Operating Systems and office software.

Recruitment Process: An applicant will be required to demonstrate their suitability for this position by meeting the minimum level of qualifications and experience in order to be invited into the selection process. A standard interview format will be used including general, scenario and behavioural descriptive interview questions.

37.5 hours per week.

Resident

Salary $6,918.18 - $8,309.28 per month (Actual salary offered will be commensurate with education, experience and internal parity).

The Total Compensation Package includes Extended Health, Dental, Transit Pass and enrollment in the Public Service Pension Plan. Focus on your development through tuition reimbursement, training, and mentorship programs. Enjoy a variety of health and wellness programs, including access to gym facilities. Speak to us to know more about what we offer.

Please click the 'Apply' button at the top right corner of the page or go to http://www.translink.ca/careers to apply for this position and view instructions on the process.

INSTRUCTIONS: Please save your (1) cover letter, and your (2) resume as one pdf document prior to uploading your application on-line.

Posting Date: July 18, 2025
Closing Date: Open until filled

Please note that only those short listed will be contacted.

Having trouble applying? Please view the System Requirements & FAQ's by going to http://www.translink.ca/careers.

TransLink is committed to employment equity and building a diverse workforce, representative of the customers we serve and the many communities in the Metro Vancouver region. We welcome and encourage Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities to apply. Learn more about TransLink's commitment to equity, diversity and inclusion.

Accommodations are available on request for candidates taking part in all aspects of the selection process. For a confidential inquiry, simply email us at [email protected].