Operations Support Analyst

Doing business to business, person to person. Payworks is a leading workforce management solutions provider and multi-year winner of the Canada’s Best Managed Companies program. We are proud to be Canadian owned and operated as well as committed to developing world-class products and providing a progressive workplace culture where Doing Right by People is our purpose.

With clients of all sizes from coast to coast and more than 600 employees, we currently have an exciting opportunity on our IT Operations team for the right candidate. Because when it comes to great people, there’s always room for one more.

Starting Salary Range: $56,000 - $65,000

DOING RIGHT BY PEOPLE – IT’S WHAT WE DO

Reporting to the Manager, IT Operations, the Operations Support Analyst will be a professional and experienced point of contact to Payworks employees for technology support. You will be responsible for assisting employees and providing technical assistance in our regional offices across Canada, prioritizing our Pitt Meadows location, in addition to our Winnipeg Head Office. Day-to-day your duties will include resolving helpdesk tickets for technical issues, troubleshooting problems, participating in hardware and software deployments, as well as participating in IT Projects.

WHY YOU SHOULD CHOOSE PAYWORKS

• Comprehensive employer paid benefits including a Health Spending Account, for you and your family and excellent pension plan with employer contributions.
• Plenty of professional development opportunities.
• Community-minded culture – Receive two paid days per year to volunteer and lots of opportunity to “Pay it Forward”.
• Time and flexibility to meet your needs – Hybrid work model with flexible work options, plus 3 weeks vacation to start, flex time and parental leave benefits.
• Cool perks – Annual Lifestyle Spending Account, Costco membership, fun office environment and events, and more!

PROBLEM SOLVING AND CUSTOMER EXPERIENCE – IT’S WHAT YOU’LL DO

• Provide first-rate support – You will provide prompt and courteous technical support to Payworks employees, prioritizing those in Western Canada, through various communication channels. Overseeing the day-to-day operations of end-user hardware and software applications, you will install, configure and maintain a variety of physical and virtual network technology; troubleshooting and resolving network connectivity and technology issues efficiently and effectively. You will also configure, deploy and provide support for a variety of business technology including desktop systems, laptops, virtual desktops, VoIP phones and mobile phones.
• Solve technical problems – Uncover internal customers’ specific needs and diffuse concerns through the use of effective probing techniques, active listening and communication skills. With the gathered information, you will interpret and diagnose the issue by evaluating and analyzing symptoms.
• Work with a team – You will participate in onboarding for new Payworks employees, ensuring first time user setup is complete. Acting as a subject matter expert, you will provide basic training to new employees on best practices, security measures and appropriate use of Payworks technology.
• Make great products even better – You will collaborate with cross-functional teams to ensure the success of strategic projects and implement technical solutions. You will have the opportunity research and recommend hardware, software and services to enable and enhance business processes and user experience.

WHAT YOU’LL NEED TO SUCCEED

• Post-secondary diploma or degree in Information Technology, or equivalent education and experience.
• 1-3 years’ experience in an IT Technician, IT Helpdesk, or similar role.
• Strong technical, analytical and problem-solving skills.
• Ability to work independently and collaboratively, while demonstrating resourcefulness in the use of available tools and support resources.
• Strong technical and desktop PC skills, with previous troubleshooting experience related to Windows, virtual desktops, VoIP is required.
• Software and hardware experience in a Windows environment.
• Exceptional communication skills, both written and verbal, with the ability to clearly and systematically instruct employees in the use of products and systems.
• Dedication to improving the customer experience and investing in results that add value and drive the business.
• Infrastructure experience and knowledge would be considered an asset (network, servers, security, VMware, storage, VoIP).
• Fluency in both official languages (French/English), with the ability to communicate effectively to produce succinct explanation and correspondence in both languages, would be considered an asset.

We are proud to support a Flexible Work Plan that recognizes the diverse needs and lifestyles of our people. The Operations Support Analyst has the option to work fully out of the Pitt Meadows office or on a hybrid work model, working in the office at least three (3) days a week. This role may require participation in an on-call rotation for after-hours support, including evenings, weekends, and holidays, as needed.

Payworks is committed to providing an inclusive, accessible environment, and collaborating with employees, clients and guests to identify and effectively remove barriers, in a manner that respects the principles of independence, dignity, integration, reasonable accommodation and equal opportunity. Payworks welcomes and encourages applications from all persons. Individuals applying for employment with Payworks may request accommodations at all stages of recruitment and employment from Human Resources.