Service Desk Technician Ii - Vancouver, Canada - Vancouver Community College

Vancouver Community College

Verified Company

Vancouver, Canada

13 hours ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Pclass #

S9913
Job Summary
The Service Desk Technician II role is to provide deskside support, act as an escalation point for Service Desk Technician I role, and ensure proper computer operation so that end users can accomplish business tasks. As a more experienced technical team member, the Service Desk Technician II provides support to VCC employees and other IT team members to achieve departmental and organizational goals.
Job Duties/Responsibilities

Strategy and Planning

Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
2. Alerts supervisor to emerging trends in incidents.
3. Suggests resolutions to chronic problems.
Acquisition and Deployment
Assists in software releases and roll-outs according to Change Management best practices. Liaises with clients to manage changes with least disruptive timelines and techniques.
Operational Management
Assists with on the phone support when request volumes are high or during times where staffing level is low.- 7. Acts as an escalation point for advanced or difficult help requests.
8. Builds rapport with service desk customers.
9. Escalates problems (when required) to the Service Desk Team Lead.
10. Records, tracks and documents the service desk request problemsolving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
11. Applies diagnostic utilities to aid in troubleshooting and data gathering. 13. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. 15. Tests fixes to ensure problem has been adequately resolved.
16. Performs postresolution followups with Service Desk Technician I as required.
17. Helps develop sheets and FAQ lists for end users.
18. Reinforces SLAs to manage enduser expectations.
19. Adheres to VCC IT Asset Management policies and procedures.
20. Provides training and support to teachers, administrators and support staff. Creates, updates and maintains technical manuals, instructions and systems descriptions.
21. Accesses schematic diagrams, repair manuals and parts catalogs to diagnose escalated, complex audiovisual repairs.
22. Coordinates equipment repairs to be completed by external agencies.
23. Strong ability to troubleshoot nonwindows computing devices (Mac OS & hardware, mobile phone, Tablet, etc.).
24. Provides group and access management in Microsoft Active Directory and other systems.
25. Performs other related duties as required.
Qualifications

Education and Experience

Completion of a 3year College diploma program in Computer Systems (both hardware and software) and programing languages and over 2 years' related experience in a networked computing environment or an equivalent combination of training and/or experience may be substituted for the required qualifications.
A+ Certification, or demonstrated equivalency.
SCCM training required

Skills and Abilities

Knowledge of current computer hardware, including Intel iSeries processors, USB-C architecture, common laptop and MS Surface Pro hardware.
Experience with desktop operating systems, including Windows 7 Enterprise and Windows 10 Enterprise and Mac OS.
Extensive knowledge working within an enterpriseclass, windows serverbased desktop environment.
Must demonstrate advanced knowledge of Active Directory and SCCM.
Prior working experience within the British Columbia higher education segment desirable, but not required.
Extensive knowledge of a range of diagnostic utilities, software and hardware tools.
Working knowledge of a wide range of audio/visual equipment and the ability to troubleshoot, diagnose and repair equipment.
Experience working in an ITILdriven environment, and full understanding of VCC relevant ITIL principles and processes.
Ability to administer, improve and optimize Print Services in windows environment.
Ability to administer and tailor IT inventory tracking.
Ability to conceptualize workflows in helpdesk IT support tool.
Excellent ability to analyze basic workflow requirements in IT business processes.
Ability to setup workflows within IT support tool (currently Team Dynamix).
Proven analytical and problemsolving abilities.
Exceptional written and oral communication skills.
Fluency in spoken and written English to a Grade 12 level with the ability to explain technical concepts to nontechnical clients.
Exceptional interpersonal skills, with a focus on rapportbuilding, listening and questioning skills.
Strong documentation skills.
Good troubleshooting skills.
Ability to conduct basic research into a wide range of computing issues is required, come up with suggestion for larger changes to improve desktop computing environment.
Ability to absorb and retain information quickly.
Ability to present ideas in userfriendly, businessfriendly and technical langua