Service Desk Technician Ii

6 months ago

Vancouver, Canada Vancouver Community College Full time

**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.-
**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**

**Strategy and Planning**
1. 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**
4. 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**
5. 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 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.- 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 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 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 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 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 help

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