IT Support Technician- Temporary

**IT SUPPORT TECHNICIAN- TEMPORARY**

**JOB DESCRIPTION**

Reporting to the Manager of Technology, the Information Technology (IT) Support Specialist assists in onsite and off-site information management and computing systems providing enterprise-wide IT support for all departments and all levels of staff.

**SOCIETY PHILOSOPHY**

PHS Community Services Society provides housing, harm reduction, health promotion and health care to vulnerable communities. Our supportive housing and low barrier programs provide refuge, services and advocacy for those who are homeless or poorly served elsewhere due to their physical health, mental health, behaviour, substance use, or involvement with the criminal justice system. Our work is grounded in honouring self-determination and providing as much choice of therapeutic treatments as possible within a trauma-informed continuum of care. We foster an environment which accepts and looks to the good in each member. PHS is a renowned innovator and a leader in harm reduction and health care for marginalized communities. PHS Housing actively seeks to find an alternative to eviction in every situation.

**KEY RESPONSIBILITIES**

The job includes, but is not limited to, the following:

- Assisting staff with the installation, configuration and ongoing usability of desktop & laptop computers, mobile devices, peripheral equipment and software either remotely or on-site.
- Identifying, anticipating and isolating and resolving hardware and software problems.
- Escalating issues (when required) to the appropriately Technician, Manager or external Vendor (if applicable).
- Applies diagnostic utilities to aid in troubleshooting.
- Troubleshooting software and hardware used and supported by PHS.
- Diagnosing and repairing hardware issues, including laptops, desktops, mobile phones and other electronic devices.
- Accessing software updates, drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Creates and contributes to technical support documentation and reports, such as user guides, manuals and procedures.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Setting-up new equipment according to policies and standards.
- Other duties as required.

**QUALIFICATIONS / EXPERIENCE**
- Knowledge of Computer hardware, software and peripherals such as central processing units, servers, monitors, cables, network systems, printers and mobile devices
- Solid customer service, interpersonal and communication skills, both written and verbal
- Ability to remain calm in high-pressure emergency situations
- Able and willing to learn new as well as existing technologies
- Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing applicable software, hardware and peripherals
- Strong understanding of the IT principles & practices, hardware and software related to the installation, maintenance, and troubleshooting of small to medium-sized IP Networks
- Experience with Mac OS X & iOS Platforms required
- Apple Certified Mac Technician (ACMT) certification an asset
- Windows support experience an asset
- Experience with A/V equipment and Access Control & Camera systems an asset
- Strong understanding and experience implementing techniques for explaining technical concepts and procedures to non-technical users
- Experience with installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers and related hardware
- Ability to accomplish tasks, rganizes own work, sets priorities and meets critical time deadlines
- both self-directed and in teams
- Using initiative and independent judgment within established guidelines and procedures;
- Communicating effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information
- Diploma or Bachelors Degree related to Networking or Systems Administration an asset
- 3 -5 years of related professional experience
- ITIL Certification an asset
- Other certifications (CompTIA, Microsoft, etc.) an asset

**TERMS OF EMPLOYMENT**

**This is a temporary, unionized, regular full-time position** available until the return of the incumbent.

**Schedule**:Monday to Friday 9:00am - 5:00pm

**Location**: 20 West Hastings Street, Vancouver

**Start Date**: ASAP

**CBA**:Community Subsector Association (CBA); **Union**:CUPE 5536

**Grid**:42, Step 2

**HSCIS NO.**: 80490

**How to apply**

**Salary**: $39.72 per hour

**Benefits**:

- Wellness program

Schedule:

- 8 hour shift
- Monday to Friday

**Experience**:

- IT support: 3 years (preferred)
- MacOS: 1 year (preferred)
- iOS: 1 year (preferred)

Licence/Certification:

- ITIL Certification (preferred)

Ability to Commute:

- Vancouver, BC V6B 1G6 (required)

Work Location: In person