Log In
Sign Up
Customer Services & Support
Okanagan College Hiring for IT Customer Service Technician (On-Call) at Kelowna, BC Full Time
Position Information
Position Number
P00258
Position Title
IT Customer Service Technician (On-Call)
Division/Portfolio
IT Services
Department/Program
Software & Support Services
Location
Kelowna
Other Flexible Work Options
Your Opportunity
Under the limited supervision of the Manager, IT Client Services, the IT Customer Service Technician’s role is to provide support and maintenance within the organization’s computing environment. This includes installing, diagnosing, repairing, maintaining, and upgrading end user hardware, software, AV and Telecom equipment.
This position collaborates and assists the IT Services to ensure efficient operation of the organizations IT environment including responding to service requests; performs onsite analysis; diagnosis and resolution of complex computer problems; and other projects as assigned.
The IT Customer Service Technician will also troubleshoot problem areas (in person, by telephone, remotely, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.
This position collaborates and assists the IT Services to ensure efficient operation of the organizations IT environment including responding to service requests; performs onsite analysis; diagnosis and resolution of complex computer problems; and other projects as assigned.
The IT Customer Service Technician will also troubleshoot problem areas (in person, by telephone, remotely, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.
Functions and Duties
1. Prioritizes, schedules and responds to service and maintenance requests in a timely, customer-oriented, thorough manner working to ensure customer satisfaction, including post-job follow-up to accommodate customer needs and in an effort to provide a first class customer experience
2. Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users, and recommend and implement corrective solutions.
3. Receive and respond to incoming calls, service desk tickets, email, or chat regarding equipment incidents.
4. Install, configure, test, maintain, and troubleshoot end-user workstations and related hardware and software as required.
5. Collaborate with Desktop Resource Coordinator(s) and/or Network Services Coordinator(s) to ensure efficient operation of the organization’s desktop computing environment.
6. Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for deployment.
7. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
8. Contribute to technician knowledgebase and training as needed.
9. Provide suggestions for continual improvement
10. Tag or label IT Services managed equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.
11. Performs other related duties as assigned.
Education and Experience
Completion of Grade 12 or equivalent and graduation from a two-year community college computer systems program or equivalent. Minimum 2 years of related experience.
Skills and Abilities
- Ability to provide quality customer service and to create/cultivate trusting relationships with clients and other employees
- Ability to work well as part of a team and to remain calm in stressful circumstances
- Good organizational skills with the ability to work independently and accurately prioritize incidents and service requests to ensure problem resolution and customer satisfaction
- Ability to accurately document instances of equipment or component failure, repair, installation, and removal
- Ability to read and understand technical manuals, procedural documentation, and OEM guides
- Excellent verbal and written English skills, with the ability to communicate clearly and professionally with clients via phone, email, and in person
- Ability to accurately diagnose and resolve problems through active listening, asking appropriate questions and utilizing other tools and assessment methods
- Ability to travel to other campus locations as well as a valid driver’s license
- Ability to work safely at height (ladders, lifts)
- Physically capable of completing bending, reaching, lifting and carrying (up to 50 pounds)
- Ability to occasionally work evenings and weekends based on job demands in progress
Preferred Qualifications
Desired Start Date
11/14/2022
Position End Date (if temporary)
Schedule
To be determined.
Annual Salary/Hourly Rate
$26.82 – $30.65
Appointment Type
Support – On Call
Special Instructions to Applicants
Shortlisted internal candidates must notify the current Support Staff Bargaining Chairperson and Human Resources if they want a Union Observer during interviews and final selection of candidates.
Employee Group
Support