User Support Specialist Ii

**User Support Specialist II**:
**COMPETITION: #2570-50167132**

**Classification: User Support Specialist II**

**DIVISION**:Support Services Division
**SECTION**: Information & Communication Technology Section (ICT)
**UNIT**:Infrastructure & Client Support Services Unit (Client & Support Team)

**STATUS: Temporary Full-Time**
**DURATION: Approximately 1 year**:

- (Assignment may be extended or reduced for operational reasons or due to circumstances that could not be foreseen at the time of posting, or upon return of incumbent)_
**WORKSITE: 3585 Graveley Street, Vancouver BC**
**HOURS OF WORK: 9 day fortnight**
**SALARY: Pay Grade 23 - $40.34 to $47.62 per hour**
**COMP. END DATE: Thursday April 17, 2025**

**_“NOT JUST A JOB... A CONTRIBUTION”_**

Responsible for responding to a variety of client support and service requests from the Vancouver Police Department.

**Essential Duties**
- Performs tier two (desk side) user support and responds to off-hours troubles reports from clients within the VPD;
- Handles incidents such as operating systems, desktop software, connectivity, user equipment, password resets and others issues as they arise;
- Handles service requests such as new equipment, installs, replacement hardware/software;
- Implements a variety of projects in relation to the Service Desk team;
- Takes on independent work as needed;
- Responsible for identifying patterns in calls and proactively developing solutions;
- Other related duties and responsibilities as assigned;
**KNOWLEDGE, SKILLS & ABILITIES**:
**REQUIRED**:

- Ability to establish and maintain effective working relationships in a team environment;
- Ability to work with and troubleshoot problems related to the Windows operating system, different business software such as MS Office, Adobe Acrobat;
- Ability to work with and troubleshoot problems related to common peripheral equipment;
- Strong written and verbal communication skills along with effective time management skills;
- Ability to use a customer service approach to contribute in a positive way to build cohesive working relationships;
- Ability to take initiative and work independently.

**EXPERIENCE**:
**REQUIRED**:

- Previous experience working in the computer systems technology field or related environment.

**PREFERRED**:

- Previous experience working in a service desk environment.

**EDUCATION**:
**REQUIRED**:

- Diploma in computer systems technology or related discipline at a technical institute or community college.

**PREFERRED**:

- IT industry certification such as Microsoft Azure Fundamentals, CompTIA A+, Cisco CCNA.

**OTHER REQUIREMENT(S)**:

- Valid Class 5 driver’s license;
- Physical strength and agility, sufficient to meet the demands of the job: lifting, bending, reaching, and carrying, including moving heavy items;
- All employees must maintain their Enhanced Reliability Clearance while employed with the Vancouver Police Department. Enhanced Reliability Clearances will be renewed every 5 years;
- There is no opportunity for remote work. Employees are required to work on-site/in office.
- Must be a Canadian Citizen or Permanent Resident

**Selection Process**:

- The test will account for 60% of overall score
- The interview will account for 40% of overall score

**We thank all applicants, only those shortlisted will be contacted.**

**This position falls under the jurisdiction of Teamsters Local 31**
- THE VANCOUVER POLICE DEPARTMENT IS AN EQUAL OPPORTUNITY EMPLOYER_

Education : College, CEGEP or other non-university certificate or diploma from a program of 1 year to 2 years
Experience : Experience an asset