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Junior - Intermediate Service Desk Technician based in Victoria in a hybrid work

Job Type: Contract
Positions to fill: 1
Start Date: Aug 15, 2022
Job End Date: Aug 31, 2023
Pay Rate: Hourly: Negotiable
Job ID: 121855
Location: Vancouver

Our public sector financial client is seeking a Service Desk Technician.

Primary Responsibilities
  • Incident and Request management
  • Provide Technology support staff in a Hybrid Working environment, providing remote and in-person support requiring problem analysis, technical assistance for various technology systems
  • Answer incoming telephone calls to the Customer Support Centre, utilize proper work codes on the telephony system for reporting daily activities
  • Logs all support requests (received by phone, e-mail, walk-up, portal) in ServiceNow application
  • Classifies and categorizes incidents, prioritize incidents to ensure timely resolution through the established escalation process, dispatch requests to external service providers as required
  • Collects and/or updates contact information from clients when opening or updating tickets, responsible to client requests to troubleshooting and resolve hardware and software issues, diagnosing and identifying issues
  • Utilizes remote control tools to resolve hardware and software issues
  • Document detailed summary and description for every request or problem reported to the Customer Support Centre; log all troubleshooting steps attempted; document detailed resolution on every ticket before closure
  • Follows up on unresolved calls; provide regular communication to clients advising of progress on their requests
  • Follows Major Incident Procedure when a potential major incident (i.e. system failure) has been detected
  • Participates in scheduled Queue Monitor roles and responsibilities
  • Assists Service Technicians and Technology staff when required
  • Follows standards and policies set out by BCI and Technology
  • Participates, as directed, on projects as the Customer Support Centre subject matter expert
  • Configures, installs, and maintains hardware and software for workstations, including:
  • Following established ticketing procedures when documenting, analyzing, and diagnosing technical problems including resolving multi-environment/platform hardware, software, or operations
  • Implementing solutions and workarounds to provide problem resolution for personal computers and level 1 network issues
  • Setting priorities for problem resolution and escalating when attempted solutions are not satisfactory
  • Supporting Smartphones, tablets, and the Mobile Device Management Solution
  • Service awareness of all the organization’s key IT services for which support is being provided
  • Understanding of support tools, techniques, and how technology is used to provide IT services
  • o    Provide technical support for Video Conferencing platforms such as MS Teams, Zoom, Cisco Webex etc.
  • o    Support Audio/Video equipment as needed for various meetings and events.
  • o    Develop and maintain Standard Operating Procedure documentation for Video Conferencing Systems.
  • Assists staff and systems administrators with systems problems and decisions including:
  • Providing technical advice and recommendations for systems, products, and services available
  • Planning installations and upgrades in consultation with staff, application owners and\or systems administrators
  • Working to resolve failure or problems in the event of a server failure or hardware problem at a time when more senior staff are not available
  • Managing Active Directory and email user accounts
Must have:
  •  A degree or diploma in Computer Science and at least three years of related experience; or the equivalent combination of education, training, and experience
  • Sound business acumen to complement expert-level knowledge in emerging information technology practices
  • Analytical and problem-solving abilities with an ability to explain very technical concepts in non-technical terms
  •  Strong organizational, presentation, and customer service skills with an ability to multi-task and adapt to changes quickly
  • Self-motivated with the ability to work in a fast-moving environment
  • Adeptness at working with all levels of the organization on IT issues as well as carrying out general administrative and operational functions within a non-union work environment
  • Diplomacy, tact, and strong interpersonal skills
  • Experience with ServiceNow or comparable service management tools
  • Experience in both Windows 10 and Office 365 as well as managing Active Directory