Computer Technician Service Desk

2 weeks ago

New Westminster, Canada Douglas College Full time

**Work Arrangements**What Douglas Offers**
- DO what you love. Be good at it. That’s how Douglas College defines a great career. It’s a philosophy that resonates through our classrooms, our offices and our boardrooms. It inspires our students and drives us to make Douglas College one of BC’s Top Employers. We love what we do. And we’re looking for passionate, motivated people to join us in making one of Canada’s best colleges even better.**The Role**
- Computer Technician Service Desk - LMS provides first level support to all users of college computer systems, telephones, networks and educational technology installations, including hardware and software. Provides exceptional client-centered service on a consistent basis to all stakeholder groups. Maintains an effective and efficient Service Desk facility and ensures that technology service issues are dealt with in a timely and constructive manner.**Responsibilities**

a. responds to and resolves incoming service/trouble calls;
- b. determines clients’ level of expertise and the level of difficulty within the problem being reported;
- c. records, updates, prioritizes and assigns service calls to the appropriate CEIT personnel;
- d. maintains and updates the service/work order database and produces reports as directed;
- e. collects and analyzes service-related data; identifies service request patterns for evaluation to remedy repetitious problems;
- f. identifies calls that can be handled by the service call tracking system and calls which may require policy decisions or management action.
- **2. Provides technical and administrative support functions related to Service Desk and other computing functions.**
a. creates and maintains Service Desk procedures manuals, decision-making sheets and flow charts; updates knowledge base as directed;
- b. monitors the need for instructional materials, informational publications and computer or educational technology training for college employees;
- b. assists in creating primary documentation and handout materials for users;
- d. provides technical documentation internally for the department as required.
- **3. Performs other related duties.**
a. maintains and upgrades technical currency by attending courses and training activities;
- b. assists in the planning and development of improved service;
- c. assists in the development and implements procedures and documentation;
- d. performs special projects requiring creative, reliable solutions as directed;
- e. continually develops and expands the capabilities to resolve increasingly complex problems.**To Be Successful in this Role You Will Need**
- 2. Demonstrated ability to:
- identify an issue of an incident ticket/a call
- analyze, prioritize and resolve the issue
- provide a solution and response to incoming services/trouble tickets.
- 4. Demonstrated experience with LMS (Learning Management System, preference given to Blackboard LMS experience)
- providing technical support for faculty and students inside an LMS
- administering and maintaining an LMS: setting up system configurations, system functionality and toolsets
- effectively guiding and training users in the use of LMS
- supporting LMS integrated educational technologies or software.

5. Knowledge and ability to effectively use programming languages and technologies including HTML 5, CSS, JavaScript, JQuery and xml related technology with an understanding of database design and structure.
- 6. Skills to develop and implement policies, procedures and documentation.
- 7. Establish and maintain effective working relationships and provide efficient, client-centered service in person, in writing, and over the telephone with the College community and outside agencies.
- 8. Good working knowledge of the English language together with excellent oral and written communication skills.
- 9. Strong interpersonal and conflict management skills including a demonstrated ability to develop and maintain effective working relationships with users including students, staff, faculty and administrators.
- 10. Work with a minimum of supervision, as well as being able to establish priorities and achieve deadlines.

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