New Job Service Desk Technician In British Columbia

Service Desk Technician

DEPARTMENT: Information Technology
STATUS: Full Time
NO. OF POSITIONS: One
UNION: CUPE, Local 387
HOURS OF WORK: 35 hours per week
SALARY: $58,877 -$69,250 annually plus benefits (2021 rates)

We are currently looking for a Service Desk Technician to join our knowledgeable and customer service centric team. The IT Service Desk is the first-point-of-contact for City of New Westminster staff in need of information technology and telecommunications assistance. Under direct supervision within well-defined procedures, you will provide service desk support to users by way of telephone, email and in-person in relation to desktop software and hardware, enterprise applications, print, telecom and mobile, installations, upgrades, moves, and changes.

You will:

• Be the first point of contact for customers either by phone, in person, or email.
• Investigate, assess, mitigate, and resolve routine software, hardware, and communication problems on computers, printers, peripherals, and productivity technologies.
• Triage and escalate complex issues and requests to the appropriate technical teams.
• Prepare workstations, user accounts and access permissions as required.
• Work closely with internal teams to provide resolutions for customer requests.
• Send citywide communications regarding service interruptions and outages.
• Manage ticketing and prioritization of incidents and service requests.
• Assist with supporting council meetings as required.

Requirements:

• Grade 12 and a post-secondary certificate in a technology-related field plus two years related work experience or an acceptable equivalent combination of education and experience.
• Certification in COMPTIA A+ or acceptable equivalent.
• Sound knowledge and experience troubleshooting IT systems, software and computer peripherals.
• Strong familiarity with Windows 10, MS Office and common office applications.
• Familiarity with Microsoft M365 suite of applications.
• Excellent ability to communicate and provide support to customers in a large distributed environment.
• Ability to identify and resolve routine technical problems using established procedures.
• Strong ability to establish and maintain effective working relationships with staff at all levels.
• Effective time management and prioritization skills.
• Quick learner – able to adapt to new technologies.
• Ability to lift or carry equipment weighing up to 30 lbs.

Apply online with your resume and cover letter in one document at www.newwestcity.ca/employment by June 26, 2023.

www.newwestcity.ca