Duties:
Working as part of the End Point Team as an IT Technologist, you are primarily accountable for the delivery of IT technical support to resolve software and hardware related issues for workstations, computer labs, laptops, software, and associated peripherals that directly supports the end user experience in a timely and professional manner.
Perform onsite analysis, diagnosis, and resolution of the most difficult or advanced desktop problems for end users using expert level troubleshooting and analysis methods. Recommend and implement corrective solutions, including offsite repair for remote users as needed. If necessary, liaise with third-party support and PC equipment vendors. Respond to incidents and requests for service, provide appropriate resolutions, which may require research and development of solutions to new or unknown issues, provide verification of the solution and deliver it to the client, and maintain associated documentation and records using VIU Service Management System. Manage, tune, analyze, and troubleshoot all aspects of the VIU end user desktop and laptop environment, including campus desktop hardware, lab management, virus/malware protection, Active Directory Users and Groups. Assess the need for, and implement, performance upgrades or suggest directions for optimization to end user computer systems and peripherals. Collaborate with other technicians to ensure efficient operation of VIU’s end user computing environment. Participate as a technical expert in various small to large-scale IT projects, committees and working groups including provincial level organizations Provide support, standards and guidance on their subject matter expertise to others. Participate in planning for the evolution and long term visioning of the VIU IT End User Infrastructure environment including research and evaluation of future technologies to ensure they will meet the needs of the end user community. Create and maintain documentation as required. Participate in budget planning for area of responsibility and IT Department Performs other duties as assigned by the manager. Successful candidates will participate in a wide range of activities, including, student support; institutional, faculty and departmental committee meetings and other initiatives; and professional activities in keeping with their disciplines in and outside the institution.
Required Qualifications:
Bachelor’s Degree in Computer Science or a related field from an accredited institution. Equivalent combination of education and experience may be considered. Demonstrated experience providing software and hardware maintenance and support in a large enterprise environment. Excellent technical knowledge and hands-on hardware troubleshooting experience of end user hardware, including PCs, laptops, and associated peripherals. Extensive support experience with Microsoft Desktop Operating Systems and Office Products, Management Systems, MAC operating systems, anti-virus and anti-malware products. Working knowledge of networking, associated protocols and services (TCP/IP, VLANs, Trunks, DNS, DHCP) Working knowledge of security best practices for hardware, operating systems (Windows and Mac) and related software and services Strong communication, collaboration and interpersonal skills Demonstrated ability to produce and maintain high quality technical documentation Demonstrated success as a team member, in leadership roles and working autonomously Ability to conduct research, produce reports and make appropriate recommendations Ability to work in a high-pressure environment, requiring proficiency in multitasking, prioritizing and meeting deadlines Working knowledge of project management frameworks and terminology Willingness to travel, as required, to support all campuses Ability to lift up to 50lbs Must possess a valid Class 5 BC Driver’s License and have a confirmed satisfactory driving record Preferred Qualifications:
Working knowledge of Active Directory and Group Policy Management Working knowledge of SCCM, Intune, Azure and Autopilot Advanced knowledge of current Windows and Mac operating systems Demonstrated ability to work effectively in a large organization, preferably with experience in a post-secondary institution. VIU is pleased to offer eligible employees a comprehensive benefit plan; ample paid holiday time; professional development opportunities and a desirable pension plan. As part of the VIU campus community, our employees work with supportive colleagues within an encouraging environment and are provided with the tools and training that promote learning and development. The perks of VIU employment are multiple, and include well-being initiatives and services, strategic discounts, and flexible work opportunities.
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