Job Posting Title
IT Help Centre Technician - 2 TFT
Our employees help Vancouver consistently rank as one of the world's most livable cities. We are one of BC's Top 55 Employers, and Canada's Top 100 Employers.
Vancouver is striving to become the greenest city in the world by 2020. You too can make a difference by applying for the following opportunity.
IT Help Centre, Information Technology, Financial Services Group
October 20, 2013
Temporary Full Time
Number of Positions
CUPE Local 15 Bargaining Unit (VMECW)
Position Start Date
November 04, 2013
Position End Date
May 02, 2014
Pay Grade 20: $27.84 to $32.77 per hour
Main Purpose & Function
The IT Help Centre provides a single point of contact for City of Vancouver staff for all information technology and telecommunications support services and operates 7am to 10:30pm including weekends and public holidays. The Help Centre Technician will provide a high level of professional customer service through a variety of telephone, e-mail, and remote support interactions. This involves analytical and technically oriented troubleshooting work to provide support for computer applications, telecommunications devices, computer hardware and network communication equipment.
This work involves rotating after hours shifts and working alone shifts in a secured phone centre room. Must be able to handle large volume of incoming calls and wear a headset at all times while taking calls and may have to sit for long periods of time.
Specific Duties & Responsibilities
Responds to client requests for assistance or information; records request and troubleshoots with client's assistance software, hardware and network communication problems; identifies nature of problem and prioritizes resolution requirements; assists in developing solutions; refers problems to appropriate technical staff or vendor representatives if unable to resolve; tracks and follows up on problems to resolution. Resolves an array of technical problems, remotely diagnosing and resolving by applying patches, executing scripts and other technical fixes. Provides advice and assistance to clients regarding various computer related problems such as logging on, invalid or expired passwords, improper computer settings, printing and communication difficulties, complex transactions, or applications of specific computer tools; provides informal training as required. Identifies gaps in knowledge base materials, user documentation, websites and reference material; updates as required.
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 is required, along with a minimum 6 months experience working in an IT support role. Experience working in a high volume call centre and working in a public sector or service oriented environment an asset. It is also an asset to have related certifications including Client/Customer Service Certificate, Support Centre Analyst Certificate, ITIL Certifications,
MSCE, or equivalent IT support certification.
An Enhanced Reliability Check security clearance is a requirement of this position.
To apply, please visit www.vancouver.ca/jobs
We thank all applicants for their interest. However, only those selected for an interview will be contacted.
The City of Vancouver is an Equal Opportunity Employer.