IT Technician II - Jobs in Vancouver, BC

Job Description

Overview:New York Institute of Technology offers 90 undergraduate, graduate, and professional degree programs in more than 50 fields of study, including computer science, data, and cybersecurity; biology and biomedical studies; architecture and design; engineering; health professions and medicine; IT and digital technologies; management; communications and marketing; education and counseling; and energy and sustainability. A nonprofit, independent, private, and nonsectarian institute of higher education, it welcomes more than 9,000 students worldwide. The university has campuses in New York City and Long Island, New York; Jonesboro, Arkansas; and Vancouver, British Columbia, as well as programs around the world.New York Tech embraces its mission to provide career-oriented professional education, give all qualified students access to opportunity, and support research and scholarship that benefits the larger world. More than 100,000 alumni comprise an engaged network of doers, makers, and innovators prepared change the world, solve 21st-century challenges, and reinvent the future.For more information, visit nyit.edu.Under the direction of the Assistant Director, Client Services in Long Island (Old Westbury) NY, The incumbent in the IT Technician II position will be besed in Vancouver, Canada and provide information technology support to faculty, staff, and students at all our Vancouver, Canada campus locations. This support includes but is not limited to answering and responding to information technology related NYIT Service Center requests and trouble calls, field work covering installation, configuration, troubleshooting of personal computers, related hardware, and various application software. This position functions with the rights and responsibilities as a member of the Client Services support team.Responsibilities:Specific Responsibilities:The IT Technician II works as a member of the Client Services support team under minimal direction and often independently while serving as member of a team.The IT Technician II position provides a single point of contact for technology-related problem resolution at NYIT - Vancouver campus locations. The incumbent will receive technology-related problem. calls/tickets and provide problem diagnosis, resolution, or escalation to third tier technicians.The IT Technician II position is responsible for accurately logging calls in our call tracking system, understanding and interpreting the problem or question.The incumbent will use existing system documentation to diagnose a situation, resolve the issue, and document the solution or actions taken.The incumbent will perform advanced installation and configuration on desktop computers according to NYIT protocols and procedures; provide advanced support services for such items as hardware, network connectivity, printers, personal data assistants, business productivity applications, Internet applications, specialty and in-house developed applications.Provide technical and audio-visual support to academic classrooms and conference rooms on all NYIT – Vancouver campuses including initial set-up and on-going maintenance.The incumbent will assist users in selecting the proper software applications for their needs; develop complete hardware and software solutions to various user requirements; evaluate related hardware and software products and make recommendations for adoption.Coordinate with staff from NYIT’s ITS departments that support enterprise or network/telecom servicesAssist NYIT’s Academic Computing Services staff in maintenance of computer laboratories during exigencies and special projects as required.Interface with hardware and software vendors and other related third parties when needed.Provide on-call coverage outside of business hours as necessary.Recommend products and strategies related to user needs for computing and specific issues.Contribute to the maintenance of the information technology asset database.Perform other IT duties as assigned by campus dean or designee.Qualifications:Bachelor's Degree required, and at least 2 years of related experience/certifications/advanced training in the IT support field.Experience with computer hardware and software installation and configuration in a support related area.Strong communication skills to explain/educate technical details to non-technical clients.Strong commitment to timely resolution and responsiveness to clients.Previous help desk, call center, or customer service experience is required.Excellent decision-making and problem-solving skills.Experience with desktop image development.Experience writing effective end-user training and documentation.Web and mobile device experience a plus.Strong PC and/or Mac background and significant hands-on experience with business productivity applications and internet applications are required.Advanced experience and proficiency with Windows 10 and MAC OS X+ maintenance and administration is highly desirable.A thorough understanding and experience in networking principles, including TCP/IP protocols and stacks.Demonstrated analytical and troubleshooting skills.Demonstrated proactive approach and self-initiative is a strong plus.Ability to interact effectively with a wide variety of users with different computing requirements and backgrounds.Experience and ability to interact with senior management is required.Managing projects and priorities in a dynamic, fluid environment.Excellent decision making and problem-solving skills and effectiveness in getting things done collaboratively.Previous experience in a higher education environment is desirable.Must be able to work on holidays, weekends and evenings as required.Excellent oral and written communication skills along with ability to work independently are required.Ability to work independently and as part of a team; work concurrently on multiple tasks and projects and communicate progress/problems to appropriate personnel effectively.Able to physically move and install computers, printers, and peripherals (up to 40 pounds) in locations that may not have an elevator.Must be detail oriented; possess excellent customer service and problem-solving skills; and display a high degree of integrity.Ability to work nights and weekends on an as-needed basis.A self-starter.English language fluency.We offer a competitive benefits package, along with a professional environment designed to enhance your career development.Please submit cover letter & resume for considerationNew York Institute of Technology is an Equal Opportunity Employer – M/F/Veteran/Disability/Sexual Orientation/Gender Identity