IT Support Technician

Vancouver Airport Authority; Vancouver; On-site; CAD 69,000 - 90,000; Full time

Benefits offered by this job

Onsite shift work

Job summary

Vancouver Airport Authority provides IT Support Technician services through its Office Systems team, delivering first-level customer service and technical support to YVRAA employees and external clients. The role includes system administration and ongoing improvement of the IT Support Desk.

Candidates should have IT service experience, strong communication skills, and familiarity with ITIL practices. Onsite shifts are 10 hours in a 4-on, 3-off cycle, with bilingual ability a plus.

Qualifications

• Minimum two years IT service and customer support experience.
• Experience with IT service desk and ticketing systems.
• Strong written and verbal communication; able to create knowledge articles.
• Familiar with ITIL v3 or later; ITIL accreditation a plus.
• Valid Class 5 BC Driver’s License.

Responsibilities

• Be the first point of contact for technical support via email and phones.
• Document calls and incidents in the IT service management tool.
• Compile monthly IT operations reports.
• Handle onboarding/offboarding and cross-boarding procedures.
• Maintain IT equipment lifecycle tasks including laptops, desktops, and mobile devices.
• Perform routine maintenance on AV equipment and printers.

Skills

Customer service

Technical troubleshooting

Written communication

Verbal communication

ITIL knowledge

Education

High school diploma or GED

Information systems certificate

Tools

ITSM ticketing system

Remote support tools

Job description

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.

Position Overview

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.

Salary Range

$68,515 to $89,549 per annum, based on 40 -hour work week. This is individually tailored to reflect your unique experience, qualifications, and internal equity. At YVR, your work experience goes beyond the paycheck. We support your personal and professional development, well-being, and a thriving work culture with generous vacation days, extensive health benefits, retirement savings matching, wellness programs, community engagement, commuting support, and continuous learning opportunities. Learn more at https://careers.yvr.ca/benefits.

Who We Are

YVR is more than just an airport. We connect our beautiful province and all it has to offer to the world. We are all leaders and trailblazers for change and innovation, so no matter the department or team you’re a part of, the work you do matters.

At YVR, we are flexible in everything we do. We will work together to find ways to deliver customer excellence that helps us all thrive.

Whatever your background and wherever you’re from, you belong at YVR. If you have any questions about accessibility or require any assistance applying, please reach out at [e-mail].