System Support Technologist - Help Desk

Taleo; Surrey; On-site; CAD 42,000 - 62,000; Full time

Job summary

Kwantlen University College is seeking a Systems Support Technologist - Help Desk to join our Information Technology (IT) team. To provide computer support services to students and employee users of Kwantlen University College systems.

The ideal candidate will have a Computer Systems Technology diploma, at least 2 years of help desk experience, and strong knowledge of Exchange, Active Directory, SharePoint, and ITIL processes. On-site desktop and peripheral support experience is also required.

Qualifications

• Completion of a Computer Systems Technology diploma or equivalent.
• 2+ years’ experience on a computer support service desk using remote control and basic monitoring tools.
• 2+ years’ experience diagnosing complex issues over the phone.
• 2+ years’ IT service management experience in an ITIL environment.
• 3+ years’ on-site desktop and peripheral support (printers, projectors, laptops, tablets, smartphones).

Skills

Customer service

Communication

Time management

Team player

Education

Computer Systems Technology diploma

Tools

Exchange

Active Directory

SharePoint

ITIL

Job description

We are currently seeking a Systems Support Technologist - Help Desk to join our Information Technology (IT) team.

Job Overview

To provide computer support services to students and employee users of Kwantlen University College systems.

Education and Experience

• Completion of a Computer Systems Technology diploma or equivalent.
• Minimum of 2 years' experience working on a computer support service desk using remote control and basic monitoring systems.
• Minimum of 2 years' experience in identifying, analyzing, diagnosing and resolving complex problems over the phone.
• Minimum of 2 years' experience in using a technology service management system in an ITIL environment.
• Proven ability to work in a customer focused computer support service center.
• 3 years' experience in providing on-site computer desktop and peripheral support including printers, data projectors, laptops, tablets and smart phones.

Knowledge, Skills & Abilities

• Proven superior customer service skills.
• Working knowledge of Exchange, Active Directory and SharePoint.
• Thorough knowledge of ITIL incident and request management.
• Thorough knowledge of Microsoft Windows operating systems.
• Thorough knowledge of standard desktop applications (including word processing, spreadsheet, communications, databases and desktop video conferencing).
• Proven ability to quickly grasp new concepts and learn new systems.
• Demonstrated ability to communicate effectively in English, both verbally and in writing.
• Proven ability to deal effectively with others and to handle unusual or unexpected situations.
• Proven ability to work under minimal supervision, under own initiative and as an effective team member.
• Proven ability to independently organize work to achieve predetermined goals and meet deadlines.
• Possession of a valid driver’s license and access to a vehicle is required.

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As per the KPU-BCGEU Collective Agreement, qualified internal applicants within the BCGEU bargaining unit are given first consideration in filling this position. Internal applicants must apply by 11:59pm on the internal closing date in order to be considered as an internal applicant. Internal applications received after the closing date will be considered as an external applicant.

Salary Information

Salary and wage increments are in accordance with the Collective Agreement.