IT Customer Service Technician

Okanagan College

Description

OKANAGAN COLLEGE

Okanagan College transforms lives and communities.  We are one of Canada’s leading colleges.  We create outstanding educational experiences for our learners, both students and employees.  We work and learn in a welcoming and caring culture.  We are a catalyst for change through collaboration with our learners and partners.  We serve, lead and anticipate the social, economic and environmental needs of communities.

Position Title:

IT Customer Service Technician

Competition Number:

C001695

Division/Portfolio:

IT Services

Department/Program:

Software & Support Services

Campus/Centre:

Kelowna

Position Summary:

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.

 

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

 

Appointment Type:

Support – On Call

Appointment Start Date:

09/20/2021

Appointment End Date:

02/18/2022

Annual Salary/Hourly Rate:

$26.82 – $30.65

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.

 

Posting Opening Date:

09/03/2021

Posting Closing Date:

09/14/2021

How to Apply

To apply for this position, please go to the following website:  https://www.employmentopportunities.okanagan.bc.ca and complete an on-line application.