External IT Support Specialist

2 weeks ago

Vancouver, Canada Chartered Professional Accountants of BC Full time

**Position: External IT Support Specialist**

**Reports To: Manager, Applications and Support**

**Contract Type: Fixed Term, Full Time (8mo Co-Op)**

**Job Summary**

**Key Responsibilities**:
**External Support**
- Helping members and students access our services and guiding them through any process they may need assistance with;
- Logging each of the calls using a Helpdesk solution;
- Alerting management when there are significant issues (errors with the system, unexpectedly high call volumes; repeated trouble reports for a specific issue in a short time, etc.).
- Updating External Support Manual to ensure that it is updated and reflect the current supporting process.

**Quality Assurance Assistance**
- Perform other IT related job assignments as they assigned.

**Security and Infrastructure support**
- Duties related to the security and infrastructure teams
- Inform members that have had their accounts breached
- When we receive malicious attachments from known members, the specialist will call those members to let them know that their account was breached, offer some tips on how to prevent this from happening again and will reset the users CPABC password
- Assisting with special projects and other related IT activities.

And other duties and responsibilities as may be assigned from time to time.

**Key Requirements**:
**Knowledge and Experience**
- Working towards Computer Science post-secondary degree / diploma, or equivalent;
- Minimum one (1) year’s experience in a customer service role or equivalent;
- Advanced knowledge of computer/network hardware and software will be an asset;
**Demonstrated Skills and Abilities**
- Excellent interpersonal and communication skills, both verbally and written;
- Ability to work collaboratively as a key member of a team and independently with minimum supervision;
- Meticulous attention to detail, refined organizational skills and the ability to multi-task;
- Proven ability to prioritize competing requirements and deadlines under pressure.

**Why join our team?**CPABC offers a balanced and flexible work environment with a competitive compensation package. At CPABC we live our core values:

- _ We Are Open_
- _We Work Together_
- _We Communicate_
- _We Improve Every Day_
- _We Are Professional_
- _We Laugh and Celebrate_

**_ About CPABC_

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