What this role is all about The Service Desk Analyst II plays an integral role in Beem's technology infrastructure, serving as a senior point of contact for advanced technical support needs and operational oversight. This position not only diagnoses and resolves complex hardware, software, and network issues for end-users, but also leads initiatives to enhance system reliability and user satisfaction. The Analyst II proactively monitors systems, identifies strategic opportunities for improvement, and implements solutions that safeguard business continuity. In addition to managing high-priority service requests and troubleshooting escalated incidents, the Service Desk Analyst II exercises independent judgment in technical decision‑making, mentors junior analysts, and guides the team in best practices for issue resolution. By collaborating with senior technical teams and providing expert advice on technical projects, the Analyst II drives process improvements, maintains robust documentation standards, and ensures seamless cross‑functional operations. Their leadership fosters an environment of continuous learning, innovation, and elevated service excellence throughout the organization. What you’ll do Lead high‑impact responses to IT support requests involving hardware, software, system access, and peripheral devices. Take ownership of advanced troubleshooting for complex technical matters—including enterprise VPNs, print infrastructure, and critical networked systems. Exercise expert judgment to resolve sophisticated issues and proactively elevate to senior engineering teams when necessary. Oversee the continuous monitoring of system performance and spearhead optimization projects to ensure peak operational stability and efficiency. Direct and collaborate on major system upgrades and changes, developing strategic plans to minimize service disruption and drive technological advancement. Serve as a senior resource for end‑user support, delivering clear, insightful communication to address and resolve a broad spectrum of technical challenges. Champion accurate documentation and tracking of incidents and service requests, ensuring the highest standards within the ticketing system. Identify complex, recurring issues, conduct root cause analyses, and propose scalable solutions to enhance overall user experience. Oversee the creation, review, and enhancement of internal knowledge base articles and advanced troubleshooting guides. Ensure comprehensive documentation of systems, procedures, and high‑level resolutions to support operational consistency and effective onboarding. Share domain expertise by mentoring junior analysts, leading knowledge‑sharing sessions, and cultivating continuous learning and technical growth across the team. Design and deliver advanced user training materials and workshops that address evolving business needs and technical capabilities. Analyze and refine IT support workflows, championing innovative process improvements to elevate service delivery. Lead cross‑functional root‑cause analyses for major incidents, driving actionable recommendations and continuous improvement initiatives at the organizational level. What you’ll bring Bachelor's degree in Computer Science, Information Technology, or a related discipline; or equivalent professional experience. Relevant industry certifications strongly preferred (e.g., Microsoft Certified: Azure Administrator Associate, ITIL Foundations, CompTIA Network+). Minimum 3–5 years progressive experience in IT support, with a demonstrated track record in senior or lead service desk roles. Proven expertise managing and troubleshooting complex virtual desktop environments, cloud‑based productivity platforms, and enterprise mobility solutions. Exceptional communication skills, with the ability to translate advanced technical concepts for both technical and executive audiences. Demonstrated excellence in customer service, stakeholder management, and conflict resolution. Deep knowledge of enterprise hardware, multi‑site networking, security protocols, and endpoint management systems. Advanced analytical skills for prioritizing, diagnosing, and resolving high‑impact technical incidents. Experience leading cross‑functional teams, managing escalations, and steering project‑based initiatives. Your Total Rewards Annual salary range: $69,500 – $81,800. Pay is based on your skills, experience, and the value you bring, with annual salary reviews. We recognize strong performance through meaningful recognition and, where applicable, performance bonuses tied to shared goals. We support your well‑being with extended health and dental coverage, mental health support, and disability coverage. Rest matters. Enjoy vacation and personal days to recharge and take care of life outside of work. You’ll have access to Beem member perks: free banking, preferred lending and mortgage rates, and other exclusive member benefits. Our Total Rewards reflect who we are — investing in your growth, recognizing success, and supporting you at work and beyond. Legal and EEO Statement We at Beem Credit Union are committed to ensuring inclusive employment practices and an accessible business environment for our employees. We do not discriminate based on any protected attribute covered by the Human Rights Code and encourage all qualified candidates to apply. We are committed to a fair and equitable hiring process for all candidates. All applications are reviewed by a member of our team. Beem Credit Union serves communities across many traditional Territories and Treaty areas in British Columbia. We are grateful to live and work on this land and are committed to reconciliation, decolonization, and building strong, connected relationships. #J-18808-Ljbffr