Date Posted: October 8th, 2025

Position Title: IT Support Analyst- Level 1

Location: Royal Avenue YMCA (620 Royal Avenue, New Westminster)

Term: Permanent, Full Time

Hours: 35 hours per week

Start Date: As soon as possible

Salary: $55,000- $57,0000 annually

Reports To: Manager of IT Service Delivery and Vendor Management

Benefits:

• Competitive vacation and paid sick time
• Free YMCA Gym Membership+ Y@Home
• Generous employer-matched pension plan
• Eligibility for Extended Medical and Dental Benefits
• Training and Professional Development Opportunities
• Extensive Employee assistance program
• Reduced childcare rates and priority placement for YMCA Staff
• Be part of a charitable organization that positively impacts the community
• Some benefits may vary based on employment terms

Nature & Scope

Reporting to the Manager of IT Service Delivery and Vendor Management, the IT Support Analyst – Level I serves as the first point of contact for technical support across the organization. This role is responsible for providing timely and effective resolution of incidents and service requests, troubleshooting hardware, software, and network issues, and escalating complex problems when necessary. With a strong focus on user experience, the analyst ensures smooth day-to-day IT operations and plays a key role in maintaining end-user productivity through responsive and reliable support.

Major Responsibilities**-** in this position, you will**:**

• Serve as the first point of contact for IT support requests via phone, email, chat, or ticketing system
• Diagnose and resolve common hardware, software, and network issues to minimize downtime
• Escalate complex or unresolved issues to Level II/III support or specialized teams as appropriate
• Install, configure, and maintain desktops, laptops, printers, mobile devices, and peripheral equipment
• Manage user accounts and access requests, including Active Directory, Microsoft 365, VPN, and multi-factor authentication (MFA)
• Document incidents, service requests, and resolutions accurately in the IT service management (ITSM) system
• Communicate clearly with users regarding ticket status, resolution timelines, and follow-up actions
• Assist with onboarding and offboarding processes, including IT equipment setup and recovery
• Adhere to and promote IT policies, procedures, and security best practices across the organization
• Contribute to the IT knowledge base by documenting troubleshooting steps and solutions

Qualification**-you bring:**

• Diploma or post-secondary degree in Information Technology, Computer Science, or related field (or equivalent experience).
• Basic knowledge of Windows and macOS operating systems, Microsoft 365, and networking fundamentals.
• Experience with ITSM/ticketing systems.
• Strong problem-solving, communication, and customer service skills.
• Successful candidate will be required to provide 3 satisfactory references
• Successful candidates will be required to provide a current and satisfactory Criminal Record check with a Vulnerable sector search issued no later than six (6) months preceding the start date.

About YMCA BC:

By igniting belonging and championing health equity, YMCA BC strengthens the foundations of community. With over 3,000 employees and volunteers, YMCA BC serves 150,000 individuals of all ages, backgrounds and abilities across hundreds of service locations, from the Sunshine Coast to Fort St. John.

As a charity, YMCA BC promotes equitable access to healthier outcomes by providing vital programs and services to help address many of our communities' most pressing social issues, including health and wellness, affordable child care and camps, mental health, employment services and community health.

We believe there is potential inside all of us and envision vibrant, healthy and inclusive communities for all.

YMCA BC is firmly committed to equity, diversity, inclusion, and belonging (EDIB). By taking an intersectional approach to our programs and services, the YMCA is committed to creating spaces and experiences where everyone feels safe, welcome, and like they belong. Learn more at bc.ymca.ca.

Application Process**-**ready to make a difference?

We invite you to apply today and find your WHY!

Internal Applicants: Please apply online to this position through the ADP Workforce Now Career Centre. (Myself/Talent/Career Centre)

Application Deadline: October 18th 2025

• Please include any and all relevant certifications in your online application.

You will receive an automated notification to confirm receipt of your application.

• If short-listed for a position: We will contact you to move forward to the next step.
• If not selected for a specific posting: Continue applying for future positions matching your qualifications and interests.

Note: Depending on the role, we may need to provide preference to internal applicants first. We treat each competition independently and encourage you to keep applying should your experience and qualification be a match for the role.

Does this role sound like a great fit, but you don’t meet every requirement? At YMCA BC, we understand that qualifications and experiences vary. If this opportunity interests you, we encourage you to apply—even if your background doesn’t perfectly match every qualification.

YMCA BC is committed to creating an inclusive, accessible environment where all members of our community feel valued, respected, and supported. We encourage applications from the diverse communities in which we live and serve, including but not limited to people of colour, Indigenous people, persons with disabilities, and persons of any sexual orientation or gender identity. We have established policies, procedures, and practices to meet accessibility standards throughout the hiring process. Should you require any accommodation throughout the recruitment process, please do not hesitate to contact our People Services department.

Thank you for your interest and application.