user support technician

City of Vancouver; Vancouver; On-site; CAD 40,000 - 56,000; Full time

Job summary

Vancouver Public Library is seeking an Information Technology Assistant to provide frontline IT and telecommunications support to staff from the Central Library in downtown Vancouver. The IT Help Centre handles inquiries via phone and email, diagnosing issues and ensuring timely resolution.

The role emphasizes high-quality customer service, troubleshooting computer hardware and software, and coordinating with vendors for replacements when required.

Qualifications

• Completion of the certificate program in computer sciences or related discipline and related experience.
• Experience in library public service or IT support; ability to work independently within guidelines.

Responsibilities

• Provide IT and telecommunications support to Vancouver Public Library staff.
• Resolve technical issues with desktop and laptop hardware, software, and peripherals.
• Assist users in person, by phone or email and escalate complex problems when needed.

Skills

Customer service

Troubleshooting IT issues

Phone & email support

Hardware basics

Education

Certificate in Computer Science or related discipline

6 months experience in library public service or IT support

Job description

Information Technology Assistant

Company: Vancouver Public Library

About the Vancouver Public Library

Vancouver Public Library is a place where learning, joy, community, and recreation (see also: fun) come together. This is where we introduce people to the ideas and information that could change their lives and where everyone is truly welcome. We are the third largest public library system in Canada, with more than 800 staff members offering services at 21 locations across the city. We lend over 5 million items per year to our community, including books, streaming content, musical instruments, and more. Nearly 200,000 people attend our programs and events to learn, be inspired, and connect with others.

Worksite: Information Technology Assistant

Role Type: This is an in-person position located in beautiful Vancouver, BC and the incumbent will be working from the Central Library in downtown Vancouver.

Job Summary

The IT Help Centre provides a single point of contact for Vancouver Public Library staff for all information technology and telecommunications support services. The IT Assistant provides a high level of professional customer service through a variety of telephone and e-mail interactions. This involves analytical and technically oriented troubleshooting work to provide support for computer applications, telecommunications devices, computer hardware and network communication equipment. Considerable independence of judgment and action is exercised within established operating procedures and a framework of established guidelines to assist in determining the business clients’ needs and to take appropriate actions to facilitate the call completion to the clients’ satisfaction in the technical and operational aspects of the work. The IT Assistant is also responsible for supporting the lifecycle of desktop and laptop computers and peripherals. Where issues cannot be resolved remotely, the position provides in-person assistance to establish the cause of a problem or deliver, install and configure replacement equipment. Unusual complex and contentious matters are referred to superiors. The position occasionally works alone. Work performance is reviewed by supervisor in terms of effectiveness of services and the attainment of desired service objectives.

VPL’s IT Help Centre handles requests and enquiries from internal businesses clients of the Library, internal Library managers, and departmental subject matter experts including public service staff, external vendors and support partners. The Help Centre occasionally provides direct support to members of the public.

Job Requirements

• Education/Qualifications: Completion of the certificate program in computer sciences or related discipline at a technical institute or community college plus sound related experience; OR an equivalent combination of training and experience. Minimum 6 month?s experience working in a library public service or IT support role.
• Experience: Experience working in a library and working directly with library system applications and other technologies used in public libraries. Demonstrated experience in a position of responsibility requiring independence of judgment. Experience working in a call centre is an asset. Experience working in a public sector or service oriented environment an asset. Asset to have Client/Customer Service Certificate or equivalent. Asset to have IT Help Desk Certificate or equivalent. Must hold a valid driver?s license for the province of British Columb.