IT Help Centre Technician

Requisition ID: 37248

Company

Located on the traditional, ancestral and unceded lands of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səlilwətaɬ (Tsleil-Waututh) Peoples, Vancouver has a commitment to becoming a City of Reconciliation. Vancouver consistently ranks as one of the world’s most liveable cities and is working towards being the greenest city in the world. Named among Canada’s Top 100 Employers, BC’s Top Employers, and Canada’s Greenest Employers, the City of Vancouver seeks colleagues who can help shape and embody our core commitments to sustainability, decolonization, equity and outstanding quality of life for all residents.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.

Main Purpose and Function

The Service Desk provides a single point of contact for City of Vancouver staff for all information technology and telecommunications support services. The Service Desk Technician will provide a high level of customer service through a variety of telephone and e-mail interactions. This involves technical oriented troubleshooting work to provide support for computer applications, telecommunications devices, computer hardware and network communication equipment. In addition, the position provides first level problem resolution services to the organization. The work is performed under general supervision and requires the exercise of considerable independence of judgement and action within established procedures 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. Unusually complex or contentious matters are referred to superiors. Work performance is reviewed by superior in terms of effectiveness of services and the attainment of desired service objectives.

Specific Duties and Responsibilities

Business Client Technical Support – Phone Centre – 80%

• Answers incoming phone calls and e-mails in a professional and courteous manner
• Logs into phone and ACD queue and uses appropriate Not Ready and Work states
• Records key client contact information and verifies against client record databases
• Determines nature of request through active listening, asking probing questions, using multiple computer applications to determine clients’ needs ensuring accurate information is collected, performing troubleshooting steps and working towards first level resolution
• Provides assistance and advice and informal training to clients regarding various functions, applications, computer systems, telecommunications and the operation of equipment.
• Resolves an array of technical problems, remotely diagnosing and resolving with applying patches, executing scripts or technical fixes
• Identifies impact and urgency to determine priority of requests and when service outages have occurred assign to appropriate technical support group including external service providers
• Concurrently uses multiple telephone and computer systems and reference resources to handle requests, research answers and log all requests for service
• Adheres to City’s IT Security policies

Workplan/Ticket quality review/Procedure review/Administration – 10%

• Identifies gaps in knowledge base articles, user documentation, websites and reference information, updates as required
• Maintains Service Desk service quality and customer satisfactions standards, including continual development performing self assessment reviews
• Keeps abreast of technology advancements and industry developments
• Carries out meeting administrative tasks

Backup duties/Assigned Tasks – 10%

• Provide support for staff on phones for; late or absence coverage, phone and e-mail overflow support, high priority service outage announcements
• Monitors, verifies, and edits data stored in databases using various applications software, writes and runs standard and ad-hoc reports to retrieve information from databases, compiles manual and computer generated statistical and activity reports as requested
• Performs other duties as assigned

Qualifications

Education and Experience:

• 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 related experience

• Experience working in a high volume call centre is an asset

Knowledge, Skills and Abilities:

• Sound knowledge with computer, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows Operating systems and Internet Explorer
• Sound knowledge of specialized software and business applications used by City staff
• Working knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systems
• Considerable knowledge with the use of knowledge base’s and search engines
• Working knowledge of city departmental functions, objectives and procedures
• Considerable understanding of Service Desk operations, procedures, practices and policies.
• Excellent keyboarding/typing skills

• Fluency in the English language both spoken and written
• Excellent interpersonal, communication and listening skills to deal tactfully and effectively and respectfully with all City staff
• Strong ability to condense large amounts of information into readable, understandable, written (typed) details
• Strong multi-tasking capability – includes monitoring and hearing information from the callers via a headset, while reviewing and interpreting information from multiple computers screens, and entering complex data, troubleshooting exercises and responding to the caller
• Good ability to type information directly into a computer as it is being heard
• Ability to respond to difficult or demanding customers with tact, respect and diplomacy
• Ability to troubleshoot, document, analyze and resolve a variety of technical software and network related problems
• Ability to review logs, scripts and diagnose the possible cause of problem
• Ability to provide assistance to clients regarding applications and use of equipment and to provide instruction and informal training as required
• Ability to make decisions within established guidelines or precedents
• Ability to prepare and maintain a variety of files, records, forms and lists manually and/or using a computer
• Ability to identify trends from incoming calls, and notify superiors
• Ability to provide effective customer service over the phone
• Ability to provide accurate and thorough information to clients
• Ability to enforce rules and policies with calmness, firmness, and fairness
• Ability to work independently while interacting in a team environment
• Ability to learn and retain a working knowledge of roles and responsibilities of other technology groups in Information technology
• Ability to decipher and remember numerous acronyms, codes and abbreviations used in information technology industry and at the City of Vancouver
• Ability to establish and maintain effective working relationships with internal and external contacts and effectively convey clients requirements
• Ability to make decisions and act quickly in an emergency situation, if required
• Able to adhere to predetermined Service Level Agreements

Other Factors:

The physical demands and work environment characteristics are described here and are representative of those that must be met by an employee to successfully perform the essential functions of this job:

• IT Service Desk operates 7:00am to 10:30pm including weekends and public holidays

• Enhanced Security Clearance is a requirement of this position

The City of Vancouver has a COVID-19 Mandatory Vaccination Policy. All external applicants applying to the City of Vancouver are required to be fully vaccinated as a condition of hire and subject to this policy as a condition of ongoing employment. Candidates may only be exempted from this requirement if they request and are approved for an accommodation based on a reason related to a Human Rights Code ground (such as disability). Such a request must be made during, not after, the recruitment process.

Business Unit/Department: IT, Digital Strategy & 311 (1070)

Affiliation: CUPE 15 Non Pks

Employment Type: Temporary Full Time

Position Start Date: January, 2023

Position End Date: June, 2023

Vacancies: 3

Salary Information: Pay Grade GR-020: $32.87 to $38.68 per hour

Application Close: November 13, 2022

At the City of Vancouver, we are committed to recruiting a diverse workforce that represents the community we so proudly serve. Indigenous applicants, people of colour, all genders, 2SLGBTQ+ and persons with disabilities are encouraged to apply. Accommodations will be provided upon request during the selection process. Learn more about our commitment to diversity and inclusion.

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In addition to uploading your cover letter and resume, part of the application process may include answering application questions related to the preferred requirements of the role which may take approx.. 5-10mins. Cover letters should express interest and highlight additional information relevant to the position and resumes should include a tailored summary of skills and experience related to the position.