IT Technician

**Company Overview**:
At Motorola Solutions, we believe that everything starts with our people. We’re a global close-knit community, united by the relentless pursuit to help keep people safer everywhere. Our critical communications, video security and command center technologies support public safety agencies and enterprises alike, enabling the coordination that’s critical for safer communities, safer schools, safer hospitals and safer businesses. Connect with a career that matters, and help us build a safer future.

**Aperçu de l’entreprise**

Chez Motorola Solutions, nous pensons que tout commence par nos employés. Nous sommes une communauté mondiale soudée, unie par la volonté incessante de contribuer à la sécurité des personnes partout dans le monde. Nos technologies de communication, de sécurité vidéo et de centre de commandement essentielles soutiennent les agences de sécurité publique et les entreprises, permettant une coordination essentielle pour des communautés, des écoles, des hôpitaux et des entreprises plus sécuritaires. Connectez-vous à une carrière qui compte et aidez-nous à bâtir un avenir plus sûr.

***Department Overview**:Our IT organization has a critical role in driving extraordinary business results. Through a strong partnership with other areas of our business, we bring innovative thinking to every conversation and deliver with integrity. We’re looking for people who bring great ideas and who make our partners’ ideas better. Intellectually curious advisors (not order takers) who focus on outcomes to creatively solve business problems. People who not only embrace change but who accelerate it.
**The IT support technician provides face-to-face support via walk-up service for IT-related incidents and requests from employees and contractors, along with remote support for off-site users. This technician is part of a professional team of people providing a single point of contact for high-level customer service and technical support. Primary responsibility will be supporting our employee base with their technology needs, including desktop support issues, IP phones, and mobile devices. Experience supporting Windows 11, Mac OS, and Google Workspace is required. This person should be a good communicator who enjoys working with people from all levels of the company. This position will require 100% on-site support at the Vancouver, BC, Canada site. Work hours are from 8 am to 5 pm with a 1-hour lunch break. This is a 40-hour work week. Location schedule changes are based on business needs.

**Scope of Responsibilities / Expectations**:

- **End-User Services**:

- Investigate, troubleshoot, and resolve all computer software and or hardware problems for on-site and remote users. These include but are not limited to Google Suite, Remote/VPN Connectivity, Printing, MS Office, and Chromebox / Audio-Visual services.
- Primarily responsible for installing and configuring computer systems following a defined imaging process. Diagnosing hardware and software faults and providing technical support to Motorola Solutions employees and contractors.
- Create, maintain, and update IT equipment in our asset tracking software.
- Assist with IT onboarding of resources, including new PC's, loaner PC's, IT Training, etc. Complete IT responsibilities associated with the offboarding of retired resource assets.
- Track all customer communication and users' requests/problems in the ServiceNow incident tracking system. Ensure customer satisfaction by reviewing and performing follow-up communications on open/closed tickets. Update the associated knowledge base with standard resolutions as required.
- Coordinate between other IT resources ( internal and external) and vendors to resolve issues and proactively evaluate and avoid future issues related to hardware and software on users' computers.
- The individual must present a positive customer service experience for fellow employees
**- Create and maintain in-house documentation; these include but is not limited to checklists, IT Asset Management, general policies, and procedures.**
- **Prioritize critical issues and escalate issue(s) following defined processes.**:

- **Participate in automation and script development for repetitive activities.**:

- **Expand knowledge and learn new systems and procedures.**:

- **Able to work independently with mínimal supervision.**:

- **Perform inventory management tasks**

**Desired Background/Knowledge/Skills**:
**- **Excellent knowledge of PC internal components.**
- **Ability to operate tools, components, and peripheral accessories.**
- **Excellent knowledge of PC and desktop hardware.**
- **Hands-on hardware troubleshooting experience.**
- **Experience supporting Windows 11 and Mac OS**
- **Technical knowledge of current protocols, operating systems, and standards.**
- **Able to read and understand technical manuals, procedural documentation, and OEM guides.**
- **Strong analytical and problem-solving skills**
- **Ability to comm