Description:
We have a permanent, full-time opportunity for IT Support Technician in the Office Systems Department. Reporting to the Manager, Technology Services, the successful candidate will provide first level customer service and technical support to YVRAA employees and YVRAA external clients conduct system administration and support the continuous improvement of the customer service provided by the IT Support Desk team.
Key responsibilities include:
- Be the first point of contact for all technical support inquiries, such as answering emails and incoming calls, and provide remote support to all internal employees and external clients for a wide range of technical, network and operating systems, such as airport applications, hardware, mobile devices, and other wireless technologies
- Document all calls, incidents and requests in the IT service management tool
- Compile monthly reports related to IT operations
- Complete documented employee onboarding, offboarding and cross-boarding procedures
- Support IT equipment lifecycle tasks including deploy, upgrade, repair, recommission, replace, inventory updates & recycling, including laptops, desktops & mobile devices
- Conduct routine maintenance on shared IT services like AV equipment, printers and shared workstations
Key qualifications include:
- Minimum two years of recent, related experience working in an IT service capacity, providing customer service and technical support in a networked environment, supplemented by a high school diploma or GED equivalent and a certificate or program completion in information systems; or an equivalent combination of training and experience
- Proven ability to communicate effectively verbally and in writing, to prepare knowledge-based articles and other technical documentation
- Excellent knowledge of the range of diagnostic utilities used as well as the methods, practices, procedures, standards, concepts and best practices (ITSM and ITIL) applied in the work; experience with ITIL Foundation v3 or later accreditation is an asset
- Ability to assess the nature of requests, troubleshoot problems, and provide first level remote support, while monitoring various alarms & alerts and escalating incidents as required
- Experienced in providing advice, information and assistance in the use of software applications, hardware and technology services
- Possess a valid Class 5 BC Driver’s License