User Support Specialist Ii

1 month ago

Vancouver, Canada Vancouver Police Department Full time

**User Support Specialist II**:
**COMPETITION: # 2452-50006852**

**TITLE: User Support Specialist II**
**_Classification: _**User Support Specialist II**
**DIVISION**:Support Services Division
**SECTION**: Information & Communication Technology Section (ICT)
**UNIT**:Infrastructure & Client Support Services Unit
**STATUS**:Regular Full-Time

**HOURS OF WORK: 0900 - 2000 hours, 4 days on/ 4 days off with rotating shifts**
**SALARY: Pay Grade 23-$37.12 to $43.82 per hour**
**Work Site: 3585 Graveley Street, Vancouver B.C.**
**COMP. END DATE**:_Friday April 12, 2024_**
**_“NOT JUST A JOB... A CONTRIBUTION”_**

Responsible for responding to a variety of client support and service requests from the Vancouver Police Department.

**Essential Duties**
- Performs tier two (desk side) user support and responds to off-hours troubles reports from clients within the VPD;
- Handles incidents such as operating systems, desktop software, connectivity, user equipment, password resets and others issues as they arise;
- Handles service requests such as new equipment, installs, replacement hardware/software;
- Implements a variety of projects in relation to the Service Desk team;
- Takes on independent work as needed;
- Responsible for identifying patterns in calls and proactively developing solutions;
- Other related duties and responsibilities as assigned;
**KNOWLEDGE, SKILLS & ABILITIES**:
**REQUIRED**:

- Ability to establish and maintain effective working relationships in a team environment
- Ability to work with and troubleshoot problems related to the Windows operating system, different business software such as MS Office, Adobe Acrobat;
- Ability to work with and troubleshoot problems related to common peripheral equipment;
- Strong written and verbal communication skills along with effective time management skills
- Ability to use a customer service approach to contribute in a positive way to build cohesive working relationships
- Ability to take initiative and work independently

**EXPERIENCE**:
**REQUIRED**:

- Previous experience working in the computer systems technology field or related environment

**PREFERRED**:

- Previous experience working in a service desk environment

**EDUCATION**:
**REQUIRED**:

- Diploma in computer systems technology or related discipline at a technical institute or community college

**PREFERRED**:

- IT industry certification such as Microsoft Azure Fundamentals, CompTIA A+, Cisco CCNA.

**OTHER REQUIREMENT(S)**:

- Valid Class 5 driver’s license
- Physical strength and agility, sufficient to meet the demands of the job: lifting, bending, reaching, and carrying, including moving heavy items
- All employees must maintain their Enhanced Security Clearance while employed with the Vancouver
- Police Department. Enhanced Security Clearances will be renewed every 5 years.
- **Must be a Canadian Citizen or Permanent Resident**:

- **There is no opportunity for remote work. Employees are required to work on-site/in office.**

**We thank all applicants, only those shortlisted will be contacted.**

**Selection Process**:

- The test will account for 60% of overall score
- The interview will account for 40% of overall score
- We thank all applicants, only those shortlisted will be contacted

This position falls under the jurisdiction of Teamsters Local 31
- THE VANCOUVER POLICE DEPARTMENT IS AN EQUAL OPPORTUNITY EMPLOYER_

Education : Other trades certificate or diploma
Experience : Experience an asset

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