ISM Technician

Axiom Technologies; Vancouver; On-site; CAD 50,000 - 70,000; Full time

Job summary

A leading company in IT services is looking for a Resource Coordinator to manage desktop support activities in Vancouver. This role involves managing hardware inventories, supporting events, and ensuring a high standard of customer care. If you're ready for a challenge, apply now to join a dynamic team!

Qualifications

• Experience in managing desktop hardware and support.
• Ability to engage in service improvement initiatives.
• Experience with on-site IT support.

Responsibilities

• Manage hardware inventory and monitor stock levels.
• Support hardware requests and manage ticket queues.
• Coordinate setup for training rooms and events.

Skills

Customer care

Troubleshooting

Hardware management

Job description

Axiom Technologies is a global IT services partner supporting medium to large-scale enterprises. Please visit our website for more information about what we do.

We are seeking a capable resource to coordinate activities ranging from simple tasks to complex plans. This role will provide onsite and on-call assistance to end-users within the organization’s desktop computing environment, ensuring timely and accurate service delivery.

Overview

"Infrastructure Service Management" provides support and management of all desktop assets, including end-user technology, voice equipment, mobile phones, and desktop peripherals, in accordance with policies outlined in the PPM. ISM serves as the primary contact for corporate services such as building and move management, facilities management, and acts as the escalation point for IMAC activities in the region.

Technology Data Bearing Assets (DBAs) are defined as technology assets that store data persistently, either as their intended purpose or residual data. The ISM team is responsible for receiving, building, configuring, installing, moving, repairing, and decommissioning desktop assets, as well as inventory management. The team ensures projects are executed following established operating instructions.

Key Responsibilities

• Manage hardware inventory, monitoring stock levels continuously.
• Handle hardware requests and receipts via our internal ordering system.
• Monitor the ticket queue actively and manage requests to completion.
• Maintain housekeeping in IT rooms.
• Support events such as annual power downs and post-desk checkouts (PCs, monitors, mice, keyboards, desk phones, headsets, webcams).
• Support hardware decommissioning events.
• Assist with business moves and changes, involving early planning stages.
• Manage escalations until resolution.
• Set up and install temporary training rooms and support office-wide events and expos.
• Perform patching in communications rooms.
• Support hardware requests for remote work.
• Adhere to policies and guidelines regarding overtime and expenses, following local cost control guidelines.
• Manage workload to meet targets within SLA and OLA commitments.
• Demonstrate high customer care standards and a commitment to quality support.
• Coordinate support across service lines for a unified customer experience.
• Engage in continuous service improvement initiatives, taking ownership of actionable results.
• Perform basic troubleshooting, system upgrades, and replacements for employees.
• Deploy and collect equipment for new hires, refreshes, and offboarding.
• Assess user requests and recommend technological solutions.
• Install, configure, and troubleshoot hardware, including desktops, laptops, and peripherals.
• Work outside regular business hours and participate in weekend work as required.
• Image and re-image computers, configure IP addresses, phones, and mobile devices.

What next?

If you're seeking the next challenge in your career and wish to apply, please forward your resume to @.

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