Service Desk Technician II

Pclass #
S9913

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 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.

Duties & Responsibilities

1. Strategy and Planning
   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.
4. Acquisition and Deployment
   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.
5. Operational Management
   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.

Qualifications

Education and Experience

• Completion of a 3-year College diploma program in Computer Systems (both hardware and software) and programming 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 FTE
PAYGRADE 25 – $2,398.64 to $2,810.70 paid bi-weekly

Posting Detail Information

Employment Group
Support Staff (CUPE)

Type of Position
Permanent

Employment Type
Full Time

Department
INFORMATION TECHNOLOGY

Primary Location - This position may require you to work at all VCC locations.
Downtown

Is this posting only for internal applicants?
No

Desired Start Date - May be subject to change
11/01/2024

Position End Date - For Temporary Positions

Vacation Blackout Dates
First week of January – Annually
Last week of August – Annually
First two weeks of September – Annually

Number of Hours per Week
35

Work Schedule - Hours may vary according to the needs of the Department
11:45 am to 8:00 pm

Eligible for Fortnight
Yes

Special Instructions to Applicant
Vancouver 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
11/05/2024

Posting Close Date
11/19/2024

Is this a pooled posting?
No