Service Desk Technician Ii

2 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 helpdesk IT support tool.
- Excellent abilit

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