Union/Affiliation: C.U.P.E. Local 3338 Pay range: $25.44 hourly plus 14% in lieu of benefits SFU Department Descr: IT Service Desk
Position Grade: 5 # of openings: 15 Biweekly Hours: varies
Who We Are
Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.
About The Role
The Service Desk Technician provides comprehensive customer service and maintains client satisfaction with IT service delivery by acting as first point of contact between clients and SFU IT Services using multiple contact channels including phone, email, chat and walk-in support. Assists clients (students, faculty, researchers and staff) with support requests related to services offered by IT Services. Provides information and assistance to clients in the use of software applications, hardware and technology services including but not limited to user accounts, printing, network connectivity, email and calendaring and technology equipment bookings. Responsible for logging, prioritizing, assigning, documenting and actively resolving incidents and client requests.
Qualifications
High school graduation and general courses or training of moderate duration (one semester or equivalent) in computing and/or audio-visual technology. 1 year of related experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.
- Good knowledge in troubleshooting, computers, software, mobile devices, networks, and operating systems (e.g., Windows, OS X, iOS and Android etc.).
- Good knowledge of common software applications for web browsing, office productivity, presentations, communications and anti-virus.
- Ability to provide information and assistance in the use of software applications, hardware and technology services.
- Ability to exercise tact and handle confidential material with discretion.
- Ability to exercise mature judgment and initiatives.
- Ability to follow oral and written instructions accurately.
- Ability to work independently and as a member on a team.
- Excellent interpersonal, problem-solving and organizational skills.
- Excellent customer service skills.
- Excellent oral and written communication skills.
- Excellent prioritizing and multi-tasking skills.
- Ability to lift up to 25 kg.
- Ability to work shifts, including early mornings, afternoon, evenings and weekends.
- Ability to work additional hours and overtime, as required.
What We Offer
At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer temporary employees who belong in the Canadian Union of Public Employees (CUPE Local 3338):
- An additional 14% pay in lieu of benefits
- Hybrid-work program for eligible positions
Additional Information
The assignment start/end dates are: January 3, 2025 to April 26, 2025.
Priority will be given to qualified registered SFU students who must submit a Spring 2025 class schedule with their application. This is a part-time position working variable hours between 8:00am to 8:00pm biweekly. Must commit 10 work hours per week. There are up to 15 positions available.
Must be able to work flexible hours including weekends, evenings, and holidays.
Please include your cover letter, resume and class schedule in one attachment.
SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.
We are committed to ensuring that the application and interview process is accessible to all applicants. If you require any assistance or accommodations, please contact pei_reception@sfu.ca.
