Okanagan College Hiring for IT Customer Service Technician (On-Call) at Kelowna, BC Full Time

P00258

IT Customer Service Technician (On-Call)

IT Services

Software & Support Services

Kelowna

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.

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.

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.

11/14/2022

To be determined.

$26.82 – $30.65

Support – On Call

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.

Support