223 - Helpdesk Technician

4 weeks ago

Vancouver, Canada RainCity Housing and Support Society Full time

**POSITION TITLE**: Helpdesk Technician
**UNION**: BCGEU
**SALARY**: $21.68/hour to start
**TYPE**: Permanent Full-Time, 1.0 FTE
**SCHEDULE**:Monday-Friday 9:00am-5:00pm with flex time, mainly on-site work, with some flexibility to work from home due to Covid-19. Some occasional overtime based on operational need.
**START DATE**: As soon as possible

Pursuant to the Provincial Health Officer's Order, the incumbent of this position is required to be fully vaccinated against COVID-19. We will only consider applicants who are fully vaccinated, or who have received an exemption from the Provincial Health Office. Proof of either must be provided in advance of any offer of employment being made.

**ABOUT US**

RainCity Housing is an organization that makes a difference in people’s lives. With a goal of providing a home for everyone, RainCity’s programs sustain relationships, strengthen communities and make change for people experiencing homelessness and mental health, trauma and substance use issues. We invite you to be a part of the change.

**DIVERSITY**

RainCity Housing serves a diverse group of people and we need a staff group that reflects the diversity. People of diverse backgrounds and cultures are encouraged to apply.

***

The Helpdesk Technician is responsible for responding to, escalating, and resolving incoming requests related to Information Systems at RainCity Housing. Reporting to the Senior Systems Administrator, the role is responsible for maintenance of hardware and desktop software. Further, the role serves as the primary point of contact for incoming requests, escalating technical issues where necessary, as well as making recommendations for hardware replacement to the Senior Systems Administrator where appropriate. In collaboration with the Information Systems Team, the HelpDesk Technician strives for excellence in customer service skills and service delivery.

Position Accountabilities:

- Performs the installation, upgrades, preventative maintenance, troubleshooting, and routine repair of hardware and software.
- Assists the systems administrator with networking issues and monitors backup systems
- Identifies requirements for new and modified computer hardware and software, and makes recommendations to the senior team members
- Prepares and maintains documentation related to the proper use of software systems, such as system documentation and user guides
- Performs security administration duties such as monitoring the security of data, creating new users, documenting security practices, adding aliases, maintaining user groups and passwords.
- Performs other related duties as assigned
- Performs maintenance, upgrades, and installation of CCTV hardware, and supports CCTV software
- Performs maintenance, upgrades, and installation of Access Control systems and supports related software.

**Qualifications**:

- College level Diploma in Computer Science or Information Systems, or equivalent combination of education and experience
- Recent related experience of two years or an equivalent combination of education, professional training (CompTIA A+, Network+, Security+), and experience
- Or other qualifications determined to be a reasonable and relevant to the level of the work
- A valid Class 5 Driver’s license
- Experience in a non-profit organization preferred
- Ability to understand, communicate and support the mission and values of RainCity Housing, and the models/methods of supporting clients including the principles of Housing First and Harm Reduction

Competencies

Problem Solving/Judgement
- Strong problem solving and conflict resolution skills; can consult effectively with managers to develop solutions to day to day operational issues, or escalate more complex issues to senior team members as needed
- Effective decision maker; able to assess situations to determine the importance, urgency and risks; able to execute on clear and timely decisions in the organization’s best interests
- A self-starter; able to effectively anticipate and act on needs before they arise
- Ability to set priorities, develop a work schedule, monitor progress towards goals, and track details, data, information and activities

Communication
- Champions positive working relationships with internal and external stakeholders to achieve the goals of the organization
- Listens well and encourages open exchange of information and ideas using appropriate communication
- Excellent communication skills with the ability to present recommendations clearly, logically and persuasively; and to prepare clear, concise and comprehensive correspondence, reports, studies and other written materials

Relational
- Creates connections, trust and shared meaning with diverse individuals and groups
- Identifies, establishes and communicates clear and meaningful expectations and outcomes
- Models core qualities such as honesty, integrity, resilience, and confidence
- Focuses on stakeholder needs; able to anticipate, understand, and

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