IT Support Technician

YVR; Vancouver; On-site; CAD 42,000 - 65,000; Full time

Job summary

Vancouver Airport Authority is seeking an IT Support Technician to join the Office Systems team. You will deliver first-level technical support to employees and external clients, document incidents, and support lifecycle tasks for IT equipment.

The role requires at least two years of IT service experience, strong communication skills, and familiarity with ITSM/ITIL practices. Onsite, rotating 10-hour shifts are required to support 24-hour airport operations.

Qualifications

• Minimum two years of recent IT service experience with customer service and technical support.
• Experience in an IT Service Desk or Help Desk environment preferred.
• Excellent verbal and written communication; ability to create knowledge articles.
• Familiarity with ITSM/ITIL practices; ITIL Foundation is a plus.
• Ability to provide first-level remote support and escalate as needed.
• Valid Class 5 BC Driver’s License is preferred.

Responsibilities

• Be the first point of contact for technical support to internal employees and external clients.
• Log, track, and manage incidents using a service management tool.
• Compile monthly IT operation reports and maintain documentation.
• Complete onboarding, offboarding, and cross-boarding procedures.
• Support IT equipment lifecycle tasks including deployment, upgrades, repairs, and inventory.
• Perform routine maintenance on shared IT services and devices.

Skills

IT support

Customer service

Technical troubleshooting

Documentation

Communication

ITIL knowledge

Education

High school diploma or GED

Certificate in information systems

Tools

IT service management tool

Ticketing systems

Job description

Position overview

YVR is a place of connection, bringing together people, places and cargo while ensuring a safe and efficient experience for everyone. Office Systems is an integral part of the IT support we provide to all YVRAA internal and external clients. Due to the varied types of systems supported it provides a great opportunity to learn and grow within YVRAA.

Are you an experienced IT professional who possesses strong technical skills, analytical skills, a team-focused positive attitude, a customer-first mindset and a passion for providing a high-level customer experience?

We have a permanent, full-time opportunity for IT Support Technician in the Office Systems Department. Reporting to the Manager, Technology Services, the successful candidate will provide first level customer service and technical support to YVRAA employees and YVRAA external clients conduct system administration and support the continuous improvement of the customer service provided by the IT Support Desk team.

Key responsibilities include:

• Be the first point of contact for all technical support inquiries, such as answering emails and incoming calls, and provide support to all internal employees and external clients for a wide range of technical, network and operating systems, such as airport applications, hardware, mobile devices, and other wireless technologies
• Document all calls, incidents and requests in the IT service management tool
• Compile monthly reports related to IT operations
• Complete documented employee onboarding, offboarding and cross-boarding procedures
• Support IT equipment lifecycle tasks including deploy, upgrade, repair, recommission, replace, inventory updates & recycling, including laptops, desktops & mobile devices
• Conduct routine maintenance on shared IT services like AV equipment, printers and shared workstations
  

Key qualifications include:

• Minimum two years of recent related experience working in an IT service capacity, providing customer service and technical support in a networked environment, supplemented by a high school diploma or GED equivalent and a certificate or program completion in information systems; or an equivalent combination of training and experience
• Experience working in an IT Service Desk, Help Desk, or similar technical support environment, including the use of ticketing systems to log, track, and manage incidents and service requests, is preferred.
• Proven ability to communicate effectively verbally and in writing, to prepare knowledge-based articles and other technical documentation
• Excellent knowledge of the range of diagnostic utilities used as well as the methods, practices, procedures, standards, concepts and best practices (ITSM and ITIL) applied in the work; experience with ITIL Foundation v3 or later accreditation is an asset
• Ability to assess the nature of requests, troubleshoot problems, and provide first level remote support, while monitoring various alarms & alerts and escalating incidents as required
• Experienced in providing advice, information and assistance in the use of software applications, hardware and technology services
• Possess a valid Class 5 BC Driver’s License
  

Although not required, French language skills are an asset as we are committed to providing bilingual services to our visitors and passengers. Candidates who do not speak French are still strongly encouraged to apply.

Onsite shift work is required as this role supports the operation on a 24-hour basis. These are rotational 10-hour shifts on a 4-on, 3-off cycle.

This position is open to both Vancouver Airport Authority employees and external applicants. Previous job performance will be taken into consideration for all internal candidates that apply for this position.

As part of our recruitment process, short-listed candidates may be required to participate in an assessment process.