Who We Are At Kyndryl, we design, build, manage and modernize the mission-critical technology systems that the world depends on every day. So why work at Kyndryl? We are always moving forward – always pushing ourselves to go further in our efforts to build a more equitable, inclusive world for our employees, our customers and our communities. The Role Position: Technical Analyst – Temporary (BC) Pay Range: 21 Bi-Weekly Salary: $3126.29 - $3577.37 Division: Technical Engineering Services Manager: Aaron Canning Location: Victoria, BC Job Type: Auxiliary (6 months) To be considered for this position, please complete the following mandatory pre-screening questionnaire along with your application. https://forms.office.com/r/xhYfcFqnLt Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications. The Technical Analyst works under the direction of a Manager in the area of service and services provided to all government ministries and agencies. The incumbent supports project and service delivery in a distributed IT infrastructure support system, including centrally located service desks and support staff, as well as distributed support staff and contractors deployed to client ministry sites throughout the province. The position requires strong technical skills and involves direct contact with pre-approved VIP client staff in order to resolve escalated client problems. What we offer: Competitive wage plus yearly salary step increments for the first 5 years in the Job Pay Range classification Alternative Work Arrangement options (which could include work from home, earned days off, temporarily or permanently reduced hours) Ongoing training and professional development opportunities Defined benefit pension program upon eligibility (BC Public Service Pension Plan) 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 Reviews and analyzes customer service requests and conducts technical and procedural analysis on the less complex requests. Recommends (to senior staff) appropriate technical and/or procedural solutions to meet client needs. Receives and resolves, (or assists in the resolution of), assigned Level 2 and 3 tickets forwarded from other service delivery units. Provides support for pre-approved VIP users, responds to requests, determines actions, and resolves incidents. Monitors and follows up on assigned incidents until resolution. Logs VIP calls, incidents, and other service requests. Accepts calls from VIP assistants or other individuals on their behalf and works through the requestor to resolve incidents. Provides orientation and instruction to VIP customers in systems, applications, and protocols. Offers direct and flexible contact options to satisfy VIP preferences. Provides remote support to traveling VIPs. Provides assistive support for VIP’s personally owned assets used for accessing client systems and services. Performs scheduled VIP support at business events within British Columbia and provides remote support outside British Columbia. May be required to lift machinery, tools, supplies, and equipment weighing up to 20 kg17. May work non-core hours and provide home support in support of the VIP service commitment. Analyzes problem trends and recommends problem resolution procedures. Works with other service delivery units in resolving problems. Conducts testing of application deployments to ensure quality assurance of end product. Reviews, tests, and conducts quality assurance on imaging changes. Provides client maintenance by ensuring SMS functionality on all desk-tops so that the organization can quickly and cost-effectively provide relevant software and updates to clients. Participates in the development and documentation of systems standards, configuration standards. Drafts Technical Information Bulletins for service delivery units and service partners. Provides information sessions as required. Researches technical information and hardware/software capabilities to recommend improvements. Coordinates knowledge creation and updates including knowledge structure and tools. Develops and evolves knowledge structure, and develops and maintains knowledge templates to gather client and project information. Publishes knowledge on appropriate knowledge base. Determines level of communications required for the knowledge update and ensures knowledge is disseminated to appropriate staff. Monitors various system metrics and checklists, generates and/or analyzes various reports including statistical reports related to SLA's, project requests, and operational performance reports. Conducts problem and trend analysis and makes recommendations to improve operations. Conducts assessments to determine if negotiated baselines have been met, not met, or exceeded. Undertakes analysis to determine factors that may have affected the performance and the impacts this performance has had on service levels. Who You Are Qualifications Related degree or an equivalent combination of relevant experience, education and/or training. Experience in the following: Technical experience analyzing and resolving complex problems in the following areas: Windows 10 or later Operating Systems MacOS issues Microsoft Office 2019 or later Active Directory Microsoft Azure/Entra Active Directory Microsoft InTune Mobile Device Management Microsoft Systems Center Configuration Manager (MSCCM) or later client and software distributions. An equivalent product would be acceptable Preference will be given to candidates with experience providing support to executive level clients Key Skills & Abilities The following skills and abilities are considered an asset for this position: Communication Interpersonal Communication Organizational Research / Analyze & Investigate Information Systems Technology Additional information for applicants To be considered for this position, please complete the following mandatory pre-screening questionnaire along with your application. https://forms.office.com/r/xhYfcFqnLt 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. The candidate has to reside in the Victoria, British Columbia, due to the position requirements. Applications will be assessed as received Being You Diversity is a whole lot more than what we look like or where we come from, it’s how we think and who we are. We welcome people of all cultures, backgrounds, and experiences. But we’re not doing it single-handily: Our Kyndryl Inclusion Networks are only one of many ways we create a workplace where all Kyndryls can find and provide support and advice. This dedication to welcoming everyone into our company means that Kyndryl gives you – and everyone next to you – the ability to bring your whole self to work, individually and collectively, and support the activation of our equitable culture. That’s the Kyndryl Way. What You Can Expect With state-of-the-art resources and Fortune 100 clients, every day is an opportunity to innovate, build new capabilities, new relationships, new processes, and new value. Kyndryl cares about your well-being and prides itself on offering benefits that give you choice, reflect the diversity of our employees and support you and your family through the moments that matter – wherever you are in your life journey. Our employee learning programs give you access to the best learning in the industry to receive certifications, including Microsoft, Google, Amazon, Skillsoft, and many more. Through our company-wide volunteering and giving platform, you can donate, start fundraisers, volunteer, and search over 2 million non-profit organizations. At Kyndryl, we invest heavily in you, we want you to succeed so that together, we will all succeed. Get Referred! If you know someone that works at Kyndryl, when asked ‘How Did You Hear About Us’ during the application process, select ‘Employee Referral’ and enter your contact's Kyndryl email address. Welcome! We’re glad you’re here. 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