Service Desk Technician I

**Pclass #**
- S9914

**Who We Are**
- We acknowledge that Vancouver Community College (_VCC_) is located on the traditional unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) peoples who have been stewards of this land from time immemorial._

For over 55 years, VCC has been a leader in innovative, experiential post-secondary learning. We’re one of B.C’s top employers and we are proud to inspire students to discover their passions, gain essential skills, and learn what it takes to succeed in a competitive workforce.

At VCC, we respect and celebrate our differences, and are committed to the work of decolonization, accessibility, and inclusivity for all. Be a part of creating an inclusive community that provides equitable opportunities for Indigenous and diverse representation, participation, and success for everyone.

**Position Summary**
- The Service Desk Technician I role is to ensure proper computer operation so that end users can accomplish business tasks. This includes actively resolving end user help requests as they are received within established Service Level Agreements (SLAs). Problem resolution may involve the use of diagnostic and help request tracking tools, as well as require that the individual give in-person, hands-on help at the desktop level.

**Duties & Responsibilities**

**Strategy and Planning**
1. Resolves computer issues to prevent future problems.
2. Alerts Service Technician II of systemic / recurring issues.

**Acquisition and Deployment**
3. Assists in software releases and roll-outs according to change management best practices.

**Operational Management**
4. Provides on the phone support.
6. Builds rapport with service desk customers.
7. Escalates problems (when required) to Service Desk Technician II.
8. Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
9. Applies diagnostic utilities to aid in troubleshooting.
10. Accesses software updates, drivers, knowledge bases, and FAQ resources on the Internet/Intranet to aid in problem resolution.
12. Tests fixes to ensure problem has been adequately resolved.
13. Performs post-resolution follow-ups as required.
14. Reinforces SLAs to manage end-user expectations.
15. Ability to troubleshoot non-windows computing devices (Mac OS & hardware, mobile phone, Tablet, etc.).
16. Performs Print Services management (ability to troubleshoot jobs in print queue).
17. Performs initial triage, diagnosis and resolution of basic audiovisual equipment technical problems.
18. Accesses schematic diagrams, repair manuals and parts catalogs to aid with troubleshooting.
19. Coordinates equipment repairs to be completed by external agencies.
20. User management in Microsoft Active Directory and other systems.
21. Adheres to VCC IT Asset Management policies and procedures.
22. Performs other related duties as required.

**Qualifications**

**Education and Experience**
- Completion of a 2-year Community College program with specific training in computer systems (hardware, software and network connectivity) and 2 years’ related experience in a networked computer environment or an equivalent combination of training and/or experience may be substituted for the required qualifications.

**Skills and Abilities**
- Knowledge of current computer hardware, including Intel i-Series processors, USB-C architecture, common laptop and MS Surface Pro hardware.
- Experience with desktop operating systems, including Windows 7 Enterprise, Windows 10 Enterprise and Mac OS.
- Working knowledge of an enterprise-class, windows server-based desktop environment.
- Working knowledge of Active Directory and SCCM operating framework.
- Prior working experience within the British Columbia higher education segment desirable, but not required.
- Working knowledge of a range of diagnostic utilities, software and hardware tools.
- Working knowledge of a wide range of audio/visual equipment and the ability to troubleshoot, diagnose and repair equipment.
- Experience working in an ITIL-driven environment, and working knowledge of VCC relevant ITIL principles and processes.
- Ability to administer Print Services in a Windows environment.
- Ability to conceptualize workflows in the Helpdesk IT support tool.
- Proven analytical and problem-solving abilities.
- Exceptional written and oral communication skills.
- Fluency in spoken and written English to a Grade 12 level with the ability to explain technical concepts to non-technical clients.
- Exceptional interpersonal skills, with a focus on rapport-building, listening and questioning skills.
- Strong documentation skills.
- Good troubleshooting skills.
- Ability to conduct basic research into a wide range of computing issues is required.
- Ability to absorb and retain information quickly.
- Ability to present ideas in user-friendly, business-friendly