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Service Desk Technician Ii

3 months ago

Vancouver, British Columbia, Canada Vancouver Community College Full time

Pclass #

  • S9913
    Job 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.
    Job Duties/Responsibilities

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.
    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.
    Operational Management
  • Assists with on the phone support when request volumes are high or during times where staffing level is low.- 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 problemsolving 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. 13. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution. 15. Tests fixes to ensure problem has been adequately resolved.
  • 16. Performs postresolution followups with Service Desk Technician I as required.
  • 17. Helps develop sheets and FAQ lists for end users.
  • 18. Reinforces SLAs to manage enduser 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 nonwindows 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 3year 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 iSeries 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 knowledge working within an enterpriseclass, windows serverbased 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 ITILdriven 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 problemsolving 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 nontechnical clients.
  • Exceptional interpersonal skills, with a focus on rapportbuilding, 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 userfriendly, businessfriendly and technical langua