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Employment Opportunity

Technical Support Representative I

Information Technology
Competition Number: 14-3001
Appointment Type: Regular Full-time
Start: As soon as possible
Workload: Position 1: 35 hours per week
Position 2: 17.5 hours per week
Employment Group: Cupe 6
Position: 00350
Location: Nanaimo Campus
Duties: Provide front-line support for Information Technology Services (ITS) clients at Vancouver Island University (VIU) under the direction of the ITS Management Team. As a member of the Client Services Team, assist students, faculty and staff in the use of Windows, OS X, iOS, and Android-based systems used in instruction, learning, conducting research and performing institutional business functions. Provide assistance by analyzing and resolving complex technical problems while communicating with clients on the telephone, in person and by email. More complicated requests for service are referred to other appropriate technical resources. Requests for service are entered and tracked in a computer-based Help Desk Ticket System.

Other duties may include, but are not limited to:

  • Provide one-on-one training and guidance to assist clients in the use of available technologies.

  • Assist in the delivery of telephone services to VIU.

  • Contact third-party vendors to coordinate warranty service and repair of computer equipment.

  • Receive new equipment deliveries, update service request and inventory databases, coordinate installations, communicate with vendors to rectify problems, and process warranty return shipments.

  • Prepare and update departmental documentation, informational handouts, and the ITS websites.

  • Participate with other ITS staff in the development and documentation of procedures.

Required Qualifications: One-year Certificate in Information Technology or equivalent discipline from an appropriately accredited institution. One to three years recent, directly related experience. An equivalent combination of education and experience may be considered. Ability to lift moderately heavy computer equipment such as monitors, printers and PCs on an occasional basis.
Preferred Qualifications: Front line/client support in a call center or technical support environment. A working knowledge of computers, peripheral, operating systems and general productivity software applications and utilities. Experience in a networked Microsoft Windows and Office Suite environment. Intermediate level word processing skills. Additional designations or certifications such as Microsoft Office Specialist Certification, Help Desk Institute Customer Service Representative, Help Desk Institute Support Center Analyst, CompTIA A+ Certification and CompTIA Network+ Certification.

A valid class 5 driver's licence and have a confirmed satisfactory driving record (as specified in Vancouver Island University policy and procedures).
Please specify which position you are applying for.
Please Submit: CV/Resume
Copies of relevant transcripts/credentials/qualifications identified on resume

Short-listed candidates must provide original transcripts, or applicable original certifications at time of interview.
Posting Period: January 09, 2014 - January 22, 2014
Note: Vancouver Island University regrets that only candidates selected for an interview will be contacted.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Vancouver Island University embraces the principle of employment equity and encourages applications from women, persons with disabilities, visible minorities, and people of Aboriginal descent.