Client Support Technician

Working with ISM will work wonders for your career!

Position: BCGEU-Client Support Technician

Pay Range: 18

Division: Deskside, Projects, Asset & IMAC Services

Manager: Jerry Renwick

Location: BC

Job Type : Temporary (Auxiliary – 6 Months)

The Client Support Technician provides first tier problem diagnosis and response to calls from a variety of clients, monitors the IMAC perform queue throughout the province and installs basic software and moves hardware, assist with ID Admin Workstation create and modify requests. This position also provides on-site and remote information systems technology assistance and resolution of routine and non-routine problems. This position may also be responsible for maintenance of the Asset Database which enables the client to monitor which assets are allocated to Client Users. This position functions in a high volume environment with diverse and high impact problems.

If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!

What we offer

• Competitive wage
• Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours)
• Ongoing training and professional development opportunities
• Seasonal events and socials
• A robust awards/recognition program
• A friendly work environment where your team is always willing to help
• A leadership team that actually cares about you and wants you to love your job

Responsibilities

• Identifies, analyzes documents, obtains details, and resolves technical and non-technical problems from clients via phone, email, and automated tickets.
• Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems.
• Logs calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution. Ensures that all the Ticket documentation is correctly coded pursuant to KPI requirements
• Consistently produces high quality incident and call tickets.
• Assigns appropriately to other support groups incidents that cannot be resolved during Client call to the service desk.
• Authors and reviews technical documentation for ISM knowledge base (CKM).
• Acts as a subject matter expert or focal point for specific service areas.
• Receives, reviews, and completes service requests.
• Resolves technical problems escalated from the external Service Desk. Resolves the more difficult, technically challenging, or time-consuming problems or problems requiring onsite presence to fix.
• Installs and configures a variety of computer hardware and software, communications and peripheral devices.
• Works independently when required, to identify underlying technical issues and resolve problems using appropriate knowledge and resources available.
• Provides feedback to Team Lead and/or Supervisor on processes and procedures, current or potential problems with client systems and applications, and customer service issues.
• Keeps Supervisor and Team Lead informed of high priority issues and problems.
• Update the status of the IMAC Services through to completion
• Create and modify Workstation accounts in Active Directory
• Monitors hardware and software inventory for all of the client’s computer assets and verifying asset information via interaction with tools, front line technical staff, warehouse staff, and Customers.
• Updates and maintains records in the Asset Database from initial data capture of asset information through to asset disposal. Tracking hardware and software acquisitions, installations, replacements, upgrades, moves, transfers, and storage, disposal, theft and warranty replacements. Performs root cause analysis on discrepancies to determine actual status of assets.
• Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.

Qualifications

Experience in the following:

• Troubleshooting and resolving PC hardware and software issues, including Microsoft Windows Operating System issues.
• Providing first level customer facing phone and email support.
• Troubleshooting and resolving problems, including a range of technology such as printers, computers, peripherals and mobile devices.
• Creating and modifying workstations in Active Directory.

Key Skills & Abilities

Clearly and effectively communicate complex, technical information both verbally and in writing. Produce accurate, audience-appropriate documentation and build strong working relationships with diverse stakeholders.

Navigate challenging conversations with professionalism and tact, managing resistance and conflict while maintaining a focus on outcomes. Collaborate effectively in team environments to achieve shared goals.

Manage competing priorities and fluctuating workloads independently, ensuring timely delivery of results while adapting to changing demands and keeping stakeholders informed.

Research/ Analyze & Investigate:

Assess issues using policies and guidelines, identify practical and creative solutions, and recommend appropriate courses of action.

Use and troubleshoot a range of IT systems, hardware, and software. Research and apply technical solutions to resolve complex issues.

Demonstrate a strong commitment to service excellence and delivering high-quality work.

Additional information for applicants

• To be considered for this position, please complete the following mandatory pre-screening questionnaire along with your application. Mandatory Screening Questionnaire: Client Support Technician (2026) – Fill out form
• Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.
• Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above.
• Workday Career Profiles will be utilized by the hiring panel to assess ISM employee applicant qualifications during the screening process.
• This position can be done virtually, however, the candidate has to reside in the Province of British Columbia, due to the union certification requirements.
• An eligibility list might be created.
• This competition and/or eligibility list may be used for other departments of the BC Services Operation of ISM

*Note: This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.