Service Desk Technician Iii

3 weeks ago

Vancouver, Canada Vancouver Community College Full time

**Pclass #**
- S9912**Job Summary**
- The Service Desk Technician III role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving escalated end user help requests within established Service Level Agreements (SLAs). This position is expected to have highest technical expertise within IT support team, as well as having a primary ownership of desktop imaging processes. This role is a bridge between front end and back end IT team and in most cases will be a last stop for issue resolution before handing over the problem to either Network Specialist or Applications team.**Job Duties/Responsibilities**

**Strategy and Planning**
1. Evaluates documented resolutions and analyzes trends for ways to prevent future problems.
- 2. Alerts management to emerging trends in incidents or dramatically increased escalations.
- 3. Evaluates and tests fleet management systems (currently SCCM), plans upgrade or migration path as well as maximizes the tool suitability and functionality.**Acquisition and Deployment**
4. Assists in software releases and roll-outs according to change management best practices. Coordinates with VDI Administrator in which architecture to deploy desktop software, for best utilization and user experience.**Operational Management**
5. Assists in providing Level I and II Support when request volumes are high.
- 6. Acts as an escalation point for advanced or difficult help requests.
- 7. Builds rapport with service desk customers.
- 8. Escalates problems (when required) to the Service Desk Team Lead.
- 9. 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.
- 10. Applies troubleshooting techniques and use data gathered by lower level technicians to fix high-end technical issues.
- 11. Compiles relevant software updates, drivers, knowledge bases, and Frequently Asked Question (FAQ) resources on the Internet/Intranet to aid mechanization, lower time to resolution and aid to expand over all knowledge of lower technical level staff.- 13. Sets up the framework for performing preventative maintenance of the desktop fleet. Coordinates with network services resources to foresee and proactively resolve compatibility issues between front end and back end compute. Tests fixes to ensure all is well before things are approved for production.
- 14. Performs post-resolution follow-ups with Level I & II Technicians as required.
- 15. Develops help sheets and FAQ lists for Technicians and end users.
- 16. Suggests Active Directory architectural changes to improve user experience, increase security and better overall operations of directory services.
- 17. Provides training and support to teachers, administrators and support staff. Creates, updates and maintains technical manuals, instructions and systems descriptions.
- 18. Creates the Global Viewer tree structure to set up projectors and schedules and customizes Global Viewer Web page content.
- 19. Configures and programs Extron Media Link controllers and IP Link Ethernet control interfaces.
- 20. Is the final resolution point for complex Audiovisual technical problems.
- 21. Understands and can create/deploy group policies in an enterprise environment.- 23. Creates and regularly maintains Windows 10 SCCM images for deployment.
- 24. Is the primary Subject Matter Expert for SCCM within the I.T. department.
- 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 4 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.
- Networking certification.
- Over 2 years’ experience in SCCM training required.

**Skills and Abilities**
- Knowledge of advanced computer back end systems, mainly Active Directory
- Good understanding of computing concepts, such as security, authentication, general networking, Radius, tokens, pass through, Kerberos, etc.
- Knowledge of advanced computer hardware, including current Intel i-Series processors, USB-C architecture, common laptop and MS Surface Pro hardware.
- Experience with desktop and server operating systems, including Windows 7 Enterprise and Windows 10 Enterprise, Windows 2016, Linux, Mac, etc.
- Flawless working knowledge within an enterprise-class, windows server-based desktop environment.
- Must demonstrate advanced knowledge of Active Directory and SCCM.
- Proven ability to setup and maintain college-wide desktop imaging framework.
- 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 troub

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