IT Customer Service Technician

Okanagan Hockey Group; Kelowna; On-site; CAD 30,000 - 60,000; Part time

Job summary

An organization in IT services is seeking an IT Customer Service Technician (On-Call) to provide support and maintenance in their computing environment. Responsibilities include diagnosing and resolving complex desktop issues and managing service requests. Candidates should have Grade 12 and a two-year community college computer systems program, along with at least 2 years of experience. The on-call position offers a salary range of $29.84 to $34.05 per hour.

Qualifications

• Minimum 2 years of related experience required.
• Ability to work under limited supervision.
• Ability to travel to other campus locations.

Responsibilities

• Provide support and maintenance within the IT environment.
• Diagnose and resolve complex desktop problems.
• Record and document the service desk incident-solving process.

Skills

Quality customer service

Teamwork

Organizational skills

Technical documentation

Communication skills

Problem diagnosis

Valid driver’s license

Education

Grade 12 or equivalent

Two-year community college computer systems program

Job description

IT Customer Service Technician (On-Call)

Position Number P00258. Division/Portfolio: IT Services. Department: Software & Support Services. Location: 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.

The position collaborates with IT Services to ensure efficient operation of the organization’s IT environment, responding to service requests, performing onsite analysis, diagnosing complex computer problems, and participating in projects as assigned.

Responsibilities

• 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 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: 01/04/2022. Position End Date (if temporary).

Benefits and Compensation

Schedule: On-call as work is available. Annual Salary/Hourly Rate: $29.84 – $34.05.

Special Instructions for 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.

Inclusion Statement

Okanagan College is committed to increasing the equitable and inclusive participation of marginalized people in all aspects of college life. We welcome and encourage applications from Indigenous Peoples, Black People, members of racialized groups/visible minorities, people with disabilities and people with diverse gender identities or expressions. People with disabilities who anticipate needing accommodations for any part of the application process may contact, in confidence, [e-mail].