IT Services Technician

Collingwood School is a coeducational day school located on two campuses in West Vancouver, BC. Our purpose is to teach, model, inspire and encourage our students, ultimately preparing them to become successful global citizens. With an innovative, evolving approach to teaching, the totality of our curriculum provides students with a wealth of diverse, meaningful and transformative educational experiences.

We are seeking an IT Services Technician to join our Computer Services team. This is a Permanent Full Time position starting immediately.

The IT Services Technician’s key purpose is to be the primary support for any issues that may arise for the staff, faculty, and students of the school. This position will report to the Director of Information Technology. This is a Temporary full-time position that will start asap and run to June 30, 2021.

Responsibilities

• Builds rapport with service desk clients, which includes Administrators, Faculty, support staff and students

• Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Responds promptly and courteously to tasks coming into the groups help desk email, telephone or in person

• Performs hands-on fixes at the desktop level, including installing and upgrading software and hardware, implementing file backups and configuring systems and applications

• Carryout basic network troubleshooting

• Applies diagnostic utilities to aid in troubleshooting

• Troubleshoots non-windows computing and communication devices (Mac, Phone, Tablet, etc.)

• Installs anti-virus software and ensure virus definitions are up-to-date

• Tests fixes to ensure problem has been adequately resolved

• Performs post-resolution follow-ups as required

• Document all pertinent end user identification information including name, department, contact information and nature of problem or issue

• Prioritizes and schedules problem calls, escalating problems when required to the appropriately experienced technician

• Streamlines the installation of workstations by utilizing a deployment process

• Manages the desktop imaging process, builds base image for all computers, defines minimum software requirements, adds specialty educational and administrative software as required and creates and maintains special images

• Participates in desktop and network team projects

• Collaborates with the network team to assist in troubleshooting network-wide issues

• Maintains the inventory of hardware and software

• Setup, maintain and troubleshooting of peripheral equipment (printers, scanners, external disks, etc)

• Assists with the installation, setup and troubleshooting of classroom A/V equipment and systems

• Flexibility in handling unanticipated tasks and possibly ambiguous situations

• Creates written documents on newly created workstation images (such as purpose of image, list of packages on image, any special notes regarding deployment, etc)

• Assists in software releases and roll-outs according to Change Management best practices

• Use remote management software for deploying and maintaining hardware and software

• Fields incoming help requests from end users via telephone, e-mail and face to face in a courteous manner

• Co-ordinate with repair depots for hardware repairs

• Performs other related duties as required

• Qualifications

• Builds rapport with service desk clients, which includes Administrators, Faculty, support staff and students

• Records, tracks and documents the service desk request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution

• Responds promptly and courteously to tasks coming into the groups help desk email, telephone or in person

• Performs hands-on fixes at the desktop level, including installing and upgrading software and hardware, implementing file backups and configuring systems and applications

• Carryout basic network troubleshooting

• Applies diagnostic utilities to aid in troubleshooting

• Troubleshoots non-windows computing and communication devices (Mac, Phone, Tablet, etc.)

• Installs anti-virus software and ensure virus definitions are up-to-date

• Tests fixes to ensure problem has been adequately resolved

• Performs post-resolution follow-ups as required

• Document all pertinent end user identification information including name, department, contact information and nature of problem or issue

• Prioritizes and schedules problem calls, escalating problems when required to the appropriately experienced technician

• Streamlines the installation of workstations by utilizing a deployment process

• Manages the desktop imaging process, builds base image for all computers, defines minimum software requirements, adds specialty educational and administrative software as required and creates and maintains special images

• Participates in desktop and network team projects

• Collaborates with the network team to assist in troubleshooting network-wide issues

• Maintains the inventory of hardware and software

• Setup, maintain and troubleshooting of peripheral equipment (printers, scanners, external disks, etc)

• Assists with the installation, setup and troubleshooting of classroom A/V equipment and systems

• Flexibility in handling unanticipated tasks and possibly ambiguous situations

• Creates written documents on newly created workstation images (such as purpose of image, list of packages on image, any special notes regarding deployment, etc)

• Assists in software releases and roll-outs according to Change Management best practices

• Use remote management software for deploying and maintaining hardware and software

• Fields incoming help requests from end users via telephone, e-mail and face to face in a courteous manner

• Co-ordinate with repair depots for hardware repairs

• Performs other related duties as required

Our “Must Haves”

• Proven work ethic with utmost integrity.

• Desire to excel and succeed.

• Self-awareness, with a desire for constant self improvement (goal –oriented).

• Self motivated, energetic and fun!