Hybrid IT Service Desk Agent - Student & Staff Support

SFU group; Vancouver; Hybrid; CAD 42,000 - 56,000; Full time

Benefits offered by this job

Hybrid-work program

On-campus tuition waiver for employees

Job summary

Simon Fraser University’s Client Services Department seeks a Service Desk specialist to provide front-line IT support to students, faculty and staff via phone, online and in person.

You will troubleshoot software, hardware, accounts, printing, network, email and conferencing, triage incidents, and guide junior staff while helping maintain lecture theatres and event tech across campus. Hybrid work options available; two years of post-secondary education and two years’ experience preferred.

Qualifications

• High school graduation and two years post-secondary education or a formal certificate or diploma program equivalent in computing science.
• 2 years of experience. An equivalent combination of formal education, certificate/program of study and experience is acceptable.

Responsibilities

• Provide front-line IT support and service desk assistance via phone, online and walk-ins.
• Deliver advanced troubleshooting for software, hardware, user accounts, printing, network, email and conferencing.
• Monitor incidents, triage and resolve escalated tickets, and train junior staff as needed.
• Coordinate maintenance and upgrades of computing and audiovisual systems in lecture theatres and campus spaces.

Skills

Web & Office apps

Problem solving

Customer service

Ticket escalation

Education

High school + 2 years post-secondary in computing science

Tools

Ticketing systems

Job description

Simon Fraser University’s Client Services Department seeks a Service Desk specialist to provide front-line IT support to students, faculty and staff via phone, online and in person.

You will troubleshoot software, hardware, accounts, printing, network, email and conferencing, triage incidents, and guide junior staff while helping maintain lecture theatres and event tech across campus. Hybrid work options available; two years of post-secondary education and two years’ experience preferred.