Information Technology Service Support - Information Technology Support A

Vancouver School Board; Vancouver; On-site; CAD 57,000 - 69,000; Full time

Benefits offered by this job

Municipal Pension Plan

Vancouver Employee Savings Plan

Extended Health

Dental

Group Life

Long Term Disability

Vacation

Gratuity Days

Job summary

The Vancouver School Board is hiring an Information Technology Support A to provide 1st level and deskside IT support for staff and students. You will troubleshoot hardware and software issues, assist with Windows, MacOS, mobile devices, and network equipment, and document all activities in the ticketing system.

You will liaise with vendors, coordinate repairs, and help maintain asset databases while delivering professional support across district locations.

Qualifications

• Completion of grade 12 plus one year post-secondary training in a relevant technology discipline and one year of IT experience
• Experience in a K-12 education organization is an asset
• Proficiency with Apple and Microsoft technologies, mobile devices, Active Directory, network equipment, wifi and printing technologies
• Excellent communication and customer service skills
• Strong organizational skills and ability to meet deadlines
• Experience handling phone, chat, email support and ticketing workflows
• Valid BC driver’s license and ability to travel within the district
• Ability to lift up to 50 lbs

Responsibilities

• Provide 1st level and deskside IT support to staff and students via ticketing system
• Assist via phone, chat, email or on-site support
• Record, categorize, prioritize and assign service requests
• Support laptops, desktops, mobile devices and network equipment
• Document all work in the ticketing system and communicate with clients
• Coordinate warranty and third-party repairs for VSB hardware
• Maintain incident records and asset databases
• Perform related duties as required

Skills

Apple tech

Microsoft tech

Active Directory

Networking

Mobile devices

Troubleshooting

Customer service

Communication

Windows

Education

Grade 12

Post-secondary tech training

Tools

Ticketing system

Remote support

MacOS

Windows OS

Job description

INFORMATION TECHNOLOGY SUPPORT A

Department : Learning and Information Technology Division

Salary : $62,972.00 + plus extensive benefits and municipal pension

Hours : 7 hours per day, Monday-Friday

This position is 100% in-person at the VSB Education Centre (1580 West Broadway)

With deep gratitude and respect, we are honoured to be learning and unlearning on the ancestral and unceded lands of the x ʷ məθk ʷ əy ̓ əm (Musqueam), S ḵ wxwú7mesh Úxwumixw (Squamish Nation) & səlilwəta ɬ (Tsleil-Waututh Nation).

At the VSB, we are proud to provide exceptional learning experiences for students. As a large, urban school district, the VSB is one of Canadas most diverse school systems and equity and inclusivity are at the forefront of our approach to education.

Throughout the District, more than 7,700 staff work to create learning environments where every student thrives by prioritizing students needs, applying evidence-informed practices, and building relationships. The VSBs culture reflects the diversity of our city. Students enrolled in VSB come from varied backgrounds and lived experiences and are encouraged to explore and share their unique selves and gifts. Our commitment to students goes beyond academics with students overall well-being and sense of belonging being equally important. As an organization, we strive to build a school system where every student can be their authentic self and succeed throughout their learning journey. In doing this work, we champion equity and accountability by making evidence-based decisions. As a learning organization, humility is our guidepost as we work to continually improve student outcomes in service to them, their families, and the broader community.

For more information about our school district, visit https://www.vsb.bc.ca/.

THE OPPORTUNITY: INFORMATION TECHNOLOGY SERVICE SUPPORT (INFORMATION TECHNOLOGY SUPPORT A - Itinerant)

As a Information Technology Support A you will be working within specifications and standards, installs, maintains and supports computer equipment and application software and troubleshoots hardware and software problems. Work may include identifying problems and initiating solutions, training staff and/or students, installing equipment and providing feedback about the equipment. Liaises with vendors and suppliers. Prepares and maintains database records, statistics and records of equipment servicing.

Responsibilities

• Perform information technology support to the division
• Provides 1st level & deskside technical support, troubleshoots and trains staff & students via ticketing system, phone, on-site or remote control
• Receives phone calls, chats, emails, walk-ups and online submissions, and records, categorizes, prioritizes, and assigns requests for technical services
• Provides professional technical support (over phone/chat/email/in person) on: Laptops & Desktops: Windows and MacOS; Mobile devices: Android and IOS (iPad/iPhone); Network equipment: routers, switches, access points, firewalls, VOIP; System and application software; Projectors & Printers
• Documents all work done in ticketing system; communicates effectively and efficiently with clients and staff to schedule service tickets; and other technologies in schools and District locations
• Provides coordination for warranty & 3rd party repairs to VSB hardware
• Prepare and maintain incident records & asset database
• Performs other related duties as required

Qualifications

• Completion of grade 12 plus one (1) year full-time equivalent post-secondary training in a relevant technology discipline and one (1) year of experience in information technology
• Experience working in a K-12 education organization an asset
• Skill in implementing, troubleshooting and supporting Apple and Microsoft technologies and applications/software, mobile devices, active directory, network equipment,wifi and printing technologies.
• Excellent communication skills (verbal and written) and customer service skills
• Excellent organizational skills and the ability to establish priorities and meet deadlines
• Experience in supportively answering and responding to phone calls, chats and emails
• Skill in implementing problem solving, supporting network technologies, and repairing computer technologies
• Must be able to meet the following assessment: 1 hour series of tasks/problems (70%+)
• Must have a valid BC driver's license and be willing to travel throughout the District
• Successful candidate must be able to lift/carry/move weights up to 50 lbs

Compensation

The base salary for this position is $62,972.00 plus a comprehensive benefits package, including Municipal Pension Plan, Vancouver Employee Savings Plan, Extended Health, Dental, Group Life, Long Term Disability, Vacation, & Gratuity Days.

This posting is ongoing until filled. Qualified applicants are encouraged to apply as soon as possible. Only applicants who are fully qualified will be considered for this position. Only shortlisted candidates will be notified.

Additional Information

As a public body, the personal information provided in this application is collected and used by the Vancouver School Board (VSB) in accordance with section 26(c) of the Freedom of Information and Protection of Privacy Act (FIPPA), RSBC 1996, c.165, as amended. This information will be used by VSB staff for the purpose of evaluating your qualifications, experience, and suitability for this position. It may also be used to verify the information provided, conduct reference checks, and/or contact you about next steps in the job competition. Pursuant to section 30 of FIPPA, the VSB takes reasonable security measures to protect the personal information within its custody and control, including what has been provided in this application. Should you have any questions about the collection and use of your personal information, please email [e-mail].