IT Regional Customer Service Technician

Under the limited supervision of the Manager, IT Client Services, the IT Regional 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 Department to ensure efficient operation of the organizations IT environment including responding to service requests; performs onsite analysis; planning; diagnosis and resolution of complex computer problems; and other projects as assigned.

The IT Regional Customer Service Technician will play a proactive role in the strengthening of IT capabilities and relationships within the campus community.

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.

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. Provide technical support to faculty, instructors, staff and students in the basic functions of Okanagan College’s systems, teaching and learning software and video conference technologies. Escalates non-routine requests as necessary.

6. Responsible for set up, operation and take down of IT, Audio and Visual equipment for college functions

7. Performs the physical installation of IT hardware including, wiring, mounting TV’s, projectors, sound systems, network switches, wireless access points, etc.

8. Collaborate with Desktop Resource Coordinator(s) and/or Network Services Coordinator(s) to ensure efficient operation of the organization’s desktop computing environment.

9. Conduct research on end-user devices in support of standardization and procurement efforts. Evaluate and recommend products for deployment.

10. Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution

11. Contribute to technician knowledgebase and training as needed.

12. Provide suggestions and plans for continual improvement.

13. Inventory IT Services managed equipment owned by the organization; periodically audit inventories to mitigate risk of damage or theft.

14. Provide coverage to other IT Customer Service Technicians throughout the College campuses.

15. Performs other related duties as assigned.

– 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

To be determined.

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.