User Support Specialist

2 weeks ago

Canada District of North Vancouver Full time

Home to vast parkland and attractions including Grouse Mountain, Lynn Canyon and Capilano Suspension Bridge, the District of North Vancouver is inspired by nature, and enriched by people. Designated one of BC’s Top Employers for six years, the District offers exciting professional development opportunities and a competitive total compensation package including a nine day fortnight. This is an exciting time to join the District, as we embark on a range of initiatives to transform digital service delivery, customer experience, and our approach to climate action. Known for being a flexible, family-friendly employer with an inclusive workplace culture, the District of North Vancouver is an exceptional place to work. If you are civic-minded and interested in making an impact on people and businesses on the beautiful North Shore, consider working for the District of North Vancouver.

Position Overview

A regular full-time vacancy exists in the Information Technology Department for a User Support Specialist to perform technical and operational work in the delivery of user support and problem resolution services to the District. In this role you will support a wide array of clients across the District such as municipal operations, Fire & Rescue Services, and our partner organizations.

You will provide tier 1 and 2 support with duties including but not limited to: resolve software and hardware problems; install and configure computer software and hardware; test software applications, special programs, and new equipment; perform system maintenance, back-up and recovery operations; establish and maintain liaison with users and provide advice and assistance regarding the use of computer applications and hardware, communication systems and related equipment; and prepare and maintain a variety of material such as procedure manuals, records, files, reports, help desk calls and correspondence related to the work.

Our environment is predominately Microsoft focused with an emphasis on moving toward Microsoft 365 services. Experience and training in any of the following areas would be considered advantageous:
  • Microsoft 365 applications and services
  • SharePoint Document Management
  • Imaging and deployment of computers and laptops (Intune Autopilot, SCCM / MECM )
  • Management of mobile device via MDM platforms (Intune)
  • Cyber Security Event Investigations (Sophos, MS Defender)
  • ITIL Service Management

You will have the ability to examine users’ current practices and needs, identify problems and recommend solutions or improvements as well as the ability to investigate, document, assess and resolve software and hardware problems. Strong communication skills are required to liaise with vendor representatives and technical specialists when more complex problems arise.

Excellent interpersonal and customer service skills are required to establish and maintain effective working relationships with internal clients and to provide advice, information and assistance.

Qualifications
Completion of a minimum of one year certificate program in computer sciences or related discipline at a technical institute or community college, plus related experience; OR an equivalent combination of training and experience. A valid Class 5 BC Driver’s Licence and the use of a personal vehicle for District business are required.

Details
Salary: The pay range for this unionized position is $37.58 to $44.22 per hour (2024 rates)
Hours of Work: 35-hour work week (Compressed work schedule available)
Remote Work: This position is not eligible for remote work.

Apply
The District of North Vancouver is committed to creating a diverse, inclusive, and accessible work environment. If you have what we’re looking for and have a passion to serve people and the community, a demonstrated understanding of safety, a commitment to supporting a healthy and safe workplace, and a willingness to take further safety training as required, we would like to hear from you. Please apply with on-line at by May 1, 2024 to be considered. 

If you require accommodation to participate in the recruitment process, please inform us when we contact you.

We thank you for your interest in employment with the District of North Vancouver and advise that only those shortlisted for an interview will be contacted. 

We respectfully acknowledge the Coast Salish peoples, specifically the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh Úxwumixw (Squamish), and səlilwətaɬ (Tsleil-Waututh), on whose ancestral lands the District of North Vancouver is located.

Compensation

Compensation The pay range for this unionized position is $37.58 to $44.22 per hour (2024 rates)

Posting Number

Posting Number JP#24-21

Job Open Date

Job Open Date 04/11/2024

Job Close Date

Job Close Date 05/01/2024

Special Instructions to Applicants

Supplemental Questions

Required fields are indicated with an asterisk (*).

  • * What is the highest level of education attained?
    • High School Diploma/GED
    • Technical/Trade School Certificate/Diploma
    • Associates Degree
    • Bachelors Degree
    • Masters Degree
    • PHD
  • * How many years of experience do you have in this type of position?
    • 0-1
    • 1-3
    • 3-5
    • 5-7
    • 7+
Documents Needed to Apply

Required Documents

  • Resume
  • Cover Letter
Optional Documents
  • Other
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