Who We Are
We acknowledge that Vancouver Community College (VCC) is located on the traditional unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) peoples who have been stewards of this land from time immemorial.
For over 55 years, VCC has been a leader in innovative, experiential post-secondary learning. We’re one of B.C’s top employers and we are proud to inspire students to discover their passions, gain essential skills, and learn what it takes to succeed in a competitive workforce.
At VCC, we respect and celebrate our differences, and are committed to the work of decolonization, accessibility, and inclusivity for all. Be a part of creating an inclusive community that provides equitable opportunities for Indigenous and diverse representation, participation, and success for everyone.
We value lived experience and encourage applications from members of all groups experiencing barriers to equity. Come join the VCC community as we shape the future together.
Position 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 in-person, hands-on help at the desktop level.
Duties & Responsibilities
Strategy and Planning
1. Resolves computer issues to prevent future problems.
2. Alerts Service Technician II of systemic / recurring issues.
Acquisition and Deployment
3. Assists in software releases and roll-outs according to change management best practices.
Operational Management
4. Provides on the phone support.
5. Fields incoming help requests from end users via both telephone, e-mail and face to face in a courteous manner.
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 problem-solving 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.
11. Performs hands-on fixes at the desktop level, including installing and upgrading software, installing hardware, implementing file backups, and configuring systems and applications.
12. Tests fixes to ensure problem has been adequately resolved.
13. Performs post-resolution follow-ups as required.
14. Reinforces SLAs to manage end-user expectations.
15. Ability to troubleshoot non-windows 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 2-year 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 i-Series 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.
- Extensive application support experience with MS Office 2013 and higher, Adobe Cloud products.
- Working knowledge of an enterprise-class, windows server-based 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 ITIL-driven 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 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.
- 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.
- 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 FTE
PAYGRADE 22 - $30.71 - $35.92 hourly ($2,150.25 – $2,514.84 bi-weekly)
