The Client Support Technician provides first tier problem diagnosis, monitors the IMAC perform queue throughout the province and installs basic software and moves hardware, assists with ID Admin Workstation create and modify requests. This position also provides on-site and remote information systems technology assistance and resolution of routine and non-routine problems.  This position may also be responsible for maintenance of the Asset Database which enables the client to monitor which assets are allocated to Client Users. This position functions in a high volume environment with diverse and high impact problems.

If you have a hands-on approach, are committed to providing service excellence, and are looking for a rewarding and challenging career opportunity where you can be part of an exciting operation, we would like to hear from you!

Position Title: Client Support Technician

Number of Positions: 3

Service Delivery Unit: ID Administration

Closing Date: September 20, 2024

Pay Range: 18

Bi-weekly Salary: $2,717.49 to $3,100.72

Bi-weekly Work Schedule: 75 hours

Location: Remote, must reside in BC

Job Type: Auxiliary

Term: 6 month term to March 28, 2025

Note: Please complete the following mandatory pre-screening questionnaire along with your application.  https://forms.office.com/r/Q8i6Q7z34y

Applications will be reviewed and considered upon receipt prior to closing date. https://www.ismcanada.com/careers

Accountabilities:

Identifies, analyzes documents, obtains details, and resolves technical and non-technical problems from clients via phone, email, and automated tickets. 

Provides technical advice and guidance to users in the operation of software and hardware, as well as operating and network systems.

Logs calls to record details in order to provide problem determination, trend analysis, escalation, and timely resolution. Ensures that all the Ticket documentation is correctly coded pursuant to SLA requirements

Consistently produces high quality incident and call tickets.

Assigns appropriately to other support groups incidents that cannot be resolved.

Authors and reviews technical documentation.

Acts as a subject matter expert or focal point for specific service areas.

Receives, reviews, and completes service requests.

Resolves technical problems escalated from the Service Desk.  Resolves the more difficult, technically challenging, or time-consuming problems or problems requiring onsite presence to fix.

Installs and configures a variety of computer hardware and software, communications and peripheral devices.

Works independently when required, to identify underlying technical issues and resolve problems using appropriate knowledge and resources available.

Provides feedback to Team Lead and/or Manager on processes and procedures, current or potential problems with client systems and applications, and customer service issues.

Keeps Manager and Team Lead informed of high priority issues and problems.

Remove all packaging materials and other associated trash to designated locations within facilities.

Update the status of the IMAC Services through to completion within the service request system

Create and modify Workstation accounts in Active Directory

Monitors hardware and software inventory for all of the client’s computer assets and verifying asset information via interaction with tools, front line technical staff, warehouse staff, and Customers.

Updates and maintains records in the Asset Database from initial data capture of asset information through to asset disposal. Tracking hardware and software acquisitions, installations, replacements, upgrades, moves, transfers, and storage, disposal, theft and warranty replacements. Performs root cause analysis on discrepancies to determine actual status of assets.

Performs inventory audits and verification reviews on customer and/or contractor sites.  Participates in annual inventory processes as required.

Must regularly lift machinery, tools, supplies and equipment weighing up to 20 kg.

Position Requirements:

Experience in the following:

• Troubleshooting and resolving PC hardware and software issues, including Microsoft Windows Operating System issues.
• Providing first level customer facing phone and email support.
• Troubleshooting and resolving problems in a networked office environment, including a range of technology such as printers, computers, peripherals and mobile devices.
• Creating and modifying workstations in Active Directory.
• A Driver’s License and regular access to vehicle is preferred.

Skills and Abilities we are looking for:

• An excellent communicator able to connect with individuals from diverse cultures and backgrounds, both orally and in writing, and discuss complex and technical information at an appropriate level with the goal of providing a service.
• An individual able to deal effectively with resistant, demanding and sometimes frustrated individuals or groups at various levels within the customer organization while remaining focused on outcomes, and responding appropriately.
• A team player willing to contribute to the team objectives by providing assistance or service to other team members and resolving issues that affect the team.
• A proactive individual who organizes and manages fluctuating workload effectively, efficiently and independently in a variety of operational settings, achieving results within the assigned time frames.
• An individual who enjoys research and investigation. It includes assessing problems and situations, referring to applicable policies and guidelines, and identifying practical and creative options to develop or recommend appropriate courses of action.
• A resourceful individual who applies information technology to efficiently troubleshoot a variety of hardware and software problems with computers, printers, peripherals and handheld devices A customer-oriented individual committed to quality of work and service excellence

Additional information for applicants: 

In order to be considered for this position, please visit https://www.ismcanada.com/careers to submit your application and complete a mandatory pre-screening questionnaire https://forms.office.com/r/Q8i6Q7z34y. Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications. 

Your application must clearly demonstrate how you meet the education and experience as outlined in the Position Requirements section above. 

This position can be done virtually, however, the candidate has to reside in the Province of British Columbia, due to the union certification requirements.

An eligibility list might be created.

Note: This role may involve working with technology that is covered by US and/or Canadian Embargo Export Regulations; therefore all applicants will be subject to additional security screening requirements.

In order to be considered for this position, please visit https://www.ismcanada.com/careers to submit your application and complete a mandatory pre-screening questionnaire https://forms.office.com/r/Q8i6Q7z34y. Please make sure you provide detailed information as ISM cannot make assumptions about your qualifications.