IT Help Centre Technician - Jobs in Vancouver, BC

Job Description

Requisition ID: 31354CompanyLocated on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh), Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada's Top 100 Employers, BC's Top Employers, and Canada's Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.Main Purpose and FunctionThe Service Desk provides a single point of contact for City of Vancouver staff for all information technology and telecommunications support services. The Service Desk Technician will provide a high level of customer service through a variety of telephone and e-mail interactions. This involves technical oriented troubleshooting work to provide support for computer applications, telecommunications devices, computer hardware and network communication equipment. In addition, the position provides first level problem resolution services to the organization. The work is performed under general supervision and requires the exercise of considerable independence of judgement and action within established procedures to assist in determining the business clients’ needs and to take appropriate actions to facilitate the call completion to the clients’ satisfaction in the technical and operational aspects of the work. Unusually complex or contentious matters are referred to superiors. Work performance is reviewed by superior in terms of effectiveness of services and the attainment of desired service objectives.Key Contacts and Reporting RelationshipsThe position reports to the Manager, Service Desk.The position handles requests and enquiries from internal businesses clients of the City of Vancouver, internal City managers, and departmental Subject Matter Experts including information technology staff, external vendors and support partners.Specific Duties/ResponsibilitiesBusiness Client Technical Support – Phone Centre – 80%Answers incoming phone calls and e-mails in a professional and courteous mannerLogs into phone and ACD queue and uses appropriate Not Ready and Work statesRecords key client contact information and verifies against client record databasesDetermines nature of request through active listening, asking probing questions, using multiple computer applications to determine clients’ needs ensuring accurate information is collected, performing troubleshooting steps and working towards first level resolutionProvides assistance and advice and informal training to clients regarding various functions, applications, computer systems, telecommunications and the operation of equipment.Resolves an array of technical problems, remotely diagnosing and resolving with applying patches, executing scripts or technical fixesIdentifies impact and urgency to determine priority of requests and when service outages have occurred assign to appropriate technical support group including external service providersConcurrently uses multiple telephone and computer systems and reference resources to handle requests, research answers and log all requests for serviceAdheres to City’s IT Security policiesWorkplan/Ticket quality review/Procedure review/Administration – 10%Identifies gaps in knowledge base articles, user documentation, websites and reference information, updates as requiredMaintains Service Desk service quality and customer satisfactions standards, including continual development performing self assessment reviewsKeeps abreast of technology advancements and industry developmentsCarries out meeting administrative tasksBackup duties/Assigned Tasks – 10%Provide support for staff on phones for; late or absence coverage, phone and e-mail overflow support, high priority service outage announcementsMonitors, verifies, and edits data stored in databases using various applications software, writes and runs standard and ad-hoc reports to retrieve information from databases, compiles manual and computer generated statistical and activity reports as requestedPerforms other duties as assignedMinimum Qualification RequirementsEducation and Experience:Completion of the certificate program in computer sciences or related discipline at a technical institute or community college plus sound related experience; OR an equivalent combination of training and related experienceExperience working in a high volume call centre is an assetKnowledge, Skills and Abilities:Sound knowledge with computer, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows Operating systems and Internet ExplorerSound knowledge of specialized software and business applications used by City staffWorking knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systemsConsiderable knowledge with the use of knowledge base’s and search enginesWorking knowledge of city departmental functions, objectives and proceduresConsiderable understanding of Service Desk operations, procedures, practices and policies.Excellent keyboarding/typing skillsFluency in the English language both spoken and writtenExcellent interpersonal, communication and listening skills to deal tactfully and effectively and respectfully with all City staffStrong ability to condense large amounts of information into readable, understandable, written (typed) detailsStrong multi-tasking capability – includes monitoring and hearing information from the callers via a headset, while reviewing and interpreting information from multiple computers screens, and entering complex data, troubleshooting exercises and responding to the callerGood ability to type information directly into a computer as it is being heardAbility to respond to difficult or demanding customers with tact, respect and diplomacyAbility to troubleshoot, document, analyze and resolve a variety of technical software and network related problemsAbility to review logs, scripts and diagnose the possible cause of problemAbility to provide assistance to clients regarding applications and use of equipment and to provide instruction and informal training as requiredAbility to make decisions within established guidelines or precedentsAbility to prepare and maintain a variety of files, records, forms and lists manually and/or using a computerAbility to identify trends from incoming calls, and notify superiorsAbility to provide effective customer service over the phoneAbility to provide accurate and thorough information to clientsAbility to enforce rules and policies with calmness, firmness, and fairnessAbility to work independently while interacting in a team environmentAbility to learn and retain a working knowledge of roles and responsibilities of other technology groups in Information technologyAbility to decipher and remember numerous acronyms, codes and abbreviations used in information technology industry and at the City of VancouverAbility to establish and maintain effective working relationships with internal and external contacts and effectively convey clients requirementsAbility to make decisions and act quickly in an emergency situation, if requiredAble to adhere to predetermined Service Level AgreementsOther Factors:The physical demands and work environment characteristics are described here and are representative of those that must be met by an employee to successfully perform the essential functions of this job:IT Service Desk operates 7:00am to 10:30pm including weekends and public holidaysEnhanced Security Clearance is a requirement of this positionBusiness Unit/Department: IT, Digital Strategy & 311 (1070)Affiliation: CUPE 15 Non PksEmployment Type: Regular Full TimePosition Start Date: July, 2021Salary Information: Pay Grade GR-020: $30.98 to $36.45 per hourApplication Close: June 18, 2021At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, LGBT2Q+ and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process.Learn more about our commitment to diversity and inclusion.To be considered for this exciting and impactful career opportunity with a generous benefits package, please apply on our careers site.Apply hereOrganization: Vancouver (City)Region: Lower MainlandProfessional Categories: Information TechnologyPosted: June 10, 2021, 2:11 pmExpires: June 18, 2021, 4:30 pmEmployment Type: Full TimeEmployment Length: PermanentEducation Requirement: Other trades certificate or diplomaJob Experience: Experience an assetRate: $30.98 to $36.45 Hour