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Employment Opportunity

Technical Support Representative II

Information Technology
Competition Number: 14-3069
Appointment Type: Temporary Full-time
Start/End: As soon as possible up to March 31, 2015
  Leave Replacement: Appointment end date may be extended or end early dependent on return of incumbent.
Workload: 35 hours per week
Employment Group: Cupe 7
Position: 00526
Location: Nanaimo Campus
Duties: Provide timely resolutions to computer hardware, software and network access problems and delivers appropriate solutions to requests for service in collaboration with their support team, other members of the ITS Department and other institutional departments. Switch tasks quickly in a high pressure, fast-paced environment, often with a heavy workload demand, and be frequently called upon to resolve issues for clients who may have immediate requirements or tight deadlines.

Specific duties include: Consult with clients, ITS staff, institutional departments and suppliers by email, phone and in person to gather information and provide problem resolutions and advice on computer related issues. As a member of the Help Desk team, respond to and analyze reported problems, including determining priorities and initiating escalation processes. As part of the Tier 2 Triage team, be responsible for more complex problem resolutions and service requests. Investigate and determine appropriate software and hardware solutions to meet client information technology needs. Maintain records and update online database tracking systems related to reported problems and service requests. Order, process and manage an inventory of hardware, software and replacement parts for ITS and other departments. Coordinate and/or perform installations, additions, moves and pickups of computer hardware and peripherals for classrooms, labs and offices. Compile, prepare and update: departmental procedures, documentation and public folders; employee and student informational material; web site technical information and notices and advisories.
Required Qualifications: Two-year Computer Technology diploma from an appropriately accredited institution and three to five years recent, relevant experience. A combination of education and experience may be considered. Demonstrated technical problem analysis and resolution skills in a help desk or call centre environment. Familiarity with a broad range of computer software, hardware, peripherals and network topologies. Familiarity with Microsoft Exchange and Active Directory. Experience in a Microsoft Windows and Office Suite environment. Intermediate level word processing skills. Excellent interpersonal skills and strong written and oral communications skills.
Must possess a valid Class 5 BC Driver's Licence and have a confirmed satisfactory driving record (as specified in Vancouver Island University policy and procedures).

Preferred Qualifications: Demonstrated ability to work effectively in a large organization, preferably with experience in a post-secondary institution. Additional training in office productivity software, help desk customer service, time management, managing priorities, conflict resolution, technical writing, intermediate web page development and intermediate database administration. 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.
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: July 24, 2014 - August 06, 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.