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

Vancouver Community College

Verified Company

Vancouver, Canada

3 days ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Pclass #

S9914
Job Summary
The Service Desk Technician I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests as they are received within established Service Level Agreements (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give inperson, handson help at the desktop level.
Job Duties/Responsibilities

Strategy and Planning

Resolves computer issues to prevent future problems.
2. Alerts Service Technician II of systemic / recurring issues.
Acquisition and Deployment
Assists in software releases and roll-outs according to change management best practices.
Operational Management
Provides on the phone support.- 6. Builds rapport with service desk customers.
7. Escalates problems (when required) to Service Desk Technician II.
8. Records, tracks and documents the service desk request problemsolving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
9. Applies diagnostic utilities to aid in troubleshooting.
10. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. 12. Tests fixes to ensure problem has been adequately resolved.
13. Performs postresolution followups as required.
14. Reinforces SLAs to manage enduser expectations.
15. Ability to troubleshoot nonwindows computing devices (Mac OS & hardware, mobile phone, Tablet, etc.).
16. Performs Print Services management (ability to troubleshoot jobs in print queue).
17. Performs initial triage, diagnosis and resolution of basic audiovisual equipment technical problems.
18. Accesses schematic diagrams, repair manuals and parts catalogs to aid with troubleshooting.
19. Coordinates equipment repairs to be completed by external agencies.
20. User management in Microsoft Active Directory and other systems.
21. Adheres to VCC IT Asset Management policies and procedures.
22. Performs other related duties as required.
Qualifications

Education and Experience

Completion of a 2year Community College program with specific training in computer systems (hardware, software and network connectivity) and 2 years' related experience in a networked computer environment or an equivalent combination of training and/or experience may be substituted for the required qualifications.

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, Windows 10 Enterprise and Mac OS.
Working knowledge of an enterpriseclass, windows serverbased desktop environment.
Working knowledge of Active Directory and SCCM operating framework.
Prior working experience within the British Columbia higher education segment desirable, but not required.
Working 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 working knowledge of VCC relevant ITIL principles and processes.
Ability to administer Print Services in a Windows environment.
Ability to conceptualize workflows in the Helpdesk IT support tool.
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.
Ability to absorb and retain information quickly.
Ability to present ideas in userfriendly, businessfriendly and technical language.
Highly selfmotivated and directed.
Keen attention to detail.
Proven analytical and problemsolving abilities.
Ability to effectively prioritize and execute tasks in a highpressure environment.
Exceptional customer service orientation.
Experience working in a teamoriented, collaborative environment.
Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools and other computer components.
Ability to lift and transport moderately heavy objects, such as computers and peripherals.
Audiovisual system experience preferred.