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IT Customer Service Technician

Okanagan College -
Kelowna, BC

Postuler dès maintenant

Détails du poste

De 29,84 $ à 34,05 $ de l’heure

Profil recherché

Service à la clientèle
Anglais
Diplôme d'études secondaires
Sens de l'organisation
Permis de conduire

Description complète du poste

Position Information

Position Number

P00258

Position Title

IT Customer Service Technician (On-Call)

Division/Portfolio

IT Services

Department/Program

Software & Support Services

Location

Kelowna

Other Flexible Work Options

Your Opportunity

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.
This position collaborates and assists the IT Services to ensure efficient operation of the organizations IT environment including responding to service requests; performs onsite analysis; diagnosis and resolution of complex computer problems; and other projects as assigned.
The IT Customer Service Technician will also troubleshoot problem areas (in person, by telephone, remotely, or via e-mail) in a timely and accurate fashion, and provide end-user assistance where required.

Functions and Duties

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 in 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)

Schedule

On-call as work is available.

Annual Salary/Hourly Rate

$29.84 - $34.05

Appointment Type

Support - On Call

Special Instructions to 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.

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, [email protected]

Employee Group

Support

Posting Detail Information

Competition Number

C001779

Number of Vacancies

Posting Open Date

12/09/2021

Posting Closing Date

Open Until Filled

Yes

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, [email protected].

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