Service Desk Technician II - Jobs in Vancouver, BC

Job Description

Pclass # S9913Job SummaryThe 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/ResponsibilitiesStrategy and Planning1. 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 Deployment4. 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 Management5. Assists with on the phone support when request volumes are high or during times where staffing level is low.6. Fields incoming help requests from end users via both telephone, e-mail and face to face in a courteous manner.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 problem-solving 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.12. Creates SCCM application deployment packages.13. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.14. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.15. Tests fixes to ensure problem has been adequately resolved.16. Performs post-resolution follow-ups with Service Desk Technician I as required.17. Helps develop sheets and FAQ lists for end users.18. Reinforces SLAs to manage end-user 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 non-windows 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.QualificationsEducation and Experience

• Completion of a 3-year 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 i-Series 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 application support experience with MS Office 2013 and higher, Adobe Cloud products
• Extensive knowledge working within an enterprise-class, windows server-based 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 ITIL-driven 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 problem-solving 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 non-technical clients.
• Exceptional interpersonal skills, with a focus on rapport-building, 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 user-friendly, business-friendly and technical language.
• Highly self-motivated and directed.
• Keen attention to detail.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Exceptional customer service orientation and ability to work with difficult or frustrated clients.
• Experience working in a team-oriented, 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.

Salary Range - Prorated based on FTEPAYGRADE 25: $2,095.57 to $2,458.55 bi-weekly.Posting Detail InformationEmployment Group Support Staff (CUPE)Type of Position PermanentEmployment Type Full TimeDepartment INFORMATION TECHNOLOGYPrimary Location - This position may require you to work at all VCC locations. BroadwayIs this posting only for internal applicants NoDesired Start Date - May be subject to change 01/23/2023Position End Date - For Temporary PositionsVacation Blackout DatesFirst week of January, annuallyLast week of August, annuallyFirst two weeks of September, annuallyNumber of Hours per Week 35Work Schedule - Hours may vary according to the needs of the DepartmentMonday to Friday, 8:30 am – 4:45 pmEligible for Fortnight YesSpecial Instructions to ApplicantVancouver Community College is committed to maintaining a work force that represents the diverse community we serve and we encourage all qualified applicants.Posting Open Date 12/22/2022Posting Close Date 01/15/2023Is this a pooled posting NoQuick Apply

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