Computer Technician 2, Computer + Client Support

**Job Title**
- Computer Technician 2, Computer + Client Support**Permanent Full-Time Position**

**8:30am to 4:30pm / Monday to Friday**

**Pay Grade G ($50,714 to $54,295 per annum)**

Emily Carr University of Art + Design is a school of students, faculty, thinkers and makers unlike any other. Established in 1925, we are the only specialized, accredited, public, post-secondary university in British Columbia solely devoted to education and research in the creative sector and its associated knowledge economy. We merge research, critical theory and studio practice in an interdisciplinary environment, strengthening our work by the integration of our personal and professional practices. Our strategy, facilities, partnerships and resources are intentionally student-centred to foster dialogue, expression and open connections in support of the next generation of creative and cultural leaders.- **Benefits of Joining the Emily Carr community**:

- Enrollment in a comprehensive benefits package, including Dental Coverage, Extended Health, Disability Coverage and Life Insurance.
- Membership in the Municipal Pension Plan.
- Competitive Vacation and Professional Development benefits.

**Some Typical Duties**:

- As a team member of the IT ServiceDesk, monitors and manages assigned tickets. Prioritizes tickets, meets ticket deadlines, and seeks team assistance when unable to resolve tickets. Regularly monitors outstanding tickets to ensure progress is made towards a resolution and clients are kept informed. Uses clear and concise written communication to both document ticket work and provide clients with information and status updates. Responds with assistance to all clients through various channels such as tickets, phone calls, and walk-ins. May participate in monitoring the ticket queue, assigning tickets, and following up on other IT team member’s tickets. Contributes to the ongoing improvement of client services and Service Desk operations.
- Provides client orientations to assigned computer devices, equipment, client accounts, IT systems, IT Service Desk, and digital safety and security.
- Configures pre-imaged assigned computer devices with software, client settings and peripherals for deployment. May participate in the imagine and configuration of assigned computer devices.
- Configures and deploys clients’ phones (physical and soft phones) including workgroup options such as ring groups. Provides direct support to university owned cell phones by assisting with university specific configuration settings
- Within the scope and range of usual duties, may assist other ITS teams in a variety of projects, including, installation, upgrades, testing and implementing of equipment and systems to support University curriculum and operations. Ensures equipment is deployed safely and securely.
- Creates and maintains department records and resources, such as asset inventory tools, and consumable tracking, maintenance schedules according to departmental procedures.
- Monitors department inventory of stock for equipment peripherals and consumable items. Recommends related hardware and software purchases. Updates stock with incoming shipments.
- Under direction, collaborates on, and maintains the university’s client portal knowledge base with system documentation, technical and procedural information, instructional/training documents, and FAQs in a variety of formats and based on departmental procedures and policies.
- Ensures all installed equipment is maintained in a secure, safe, clean, and functional manner. Liaises with Facilities or the P3 provider regarding electrical, doors/locks, lighting, storage, leaks, breakage and other building concerns. Liaises with other departments, service organizations and suppliers regarding equipment needs or repairs. Reports any safety threats, suspicious activities, and security breaches to campus security.
- Maintains current knowledge of WHMIS and OH+S principles and practices and ensures a safe learning and working environment. Assists in establishing proper safety procedures and ensures they are followed.
- Participates in department meetings to discuss technical operations and support. May represent the work area at departmental and other meetings as required.
- Performs other related duties as required.

**Required Qualifications**
- Two-Year Diploma in computer technology plus one year specialized and/or ongoing relevant training.
- Minimum three years’ experience deploying and supporting mac OS and Windows endpoints in a networked environment.
- Minimum two years’ experience resolving client tickets as a Help Desk team member.
- Or an equivalent combination of education and experience.
- VOIP Telephony support experience.
- Experience with one or more deployment management systems (e.g..SSCM, KACE, Jamf, Munki).
- Experience working with equipment and systems; videoconferencing (Zoom or Teams), audio visual equipment, printers, and scanners.
- Core networking technology