Information Technology Assistant

City of Vancouver•Vancouver, BC

21h•CA$36 - CA$42•Onsite

About The Position

The IT Help Centre provides a single point of contact for Vancouver Public Library staff for all information technology and telecommunications support services. The IT Assistant provides a high level of professional customer service through a variety of telephone and e-mail interactions. This involves analytical and technically oriented troubleshooting work to provide support for computer applications, telecommunications devices, computer hardware and network communication equipment. Considerable independence of judgment and action is exercised within established operating procedures and a framework of established guidelines to assist in determining the business clients’ needs and to take appropriate actions to facilitate the call completion to the clients’ satisfaction in the technical and operational aspects of the work. The IT Assistant is also responsible for supporting the lifecycle of desktop and laptop computers and peripherals. Where issues cannot be resolved remotely, the position provides in-person assistance to establish the cause of a problem or deliver, install and configure replacement equipment. Unusual complex and contentious matters are referred to superiors. The position occasionally works alone. Work performance is reviewed by supervisor in terms of effectiveness of services and the attainment of desired service objectives. VPL’s IT Help Centre handles requests and enquiries from internal businesses clients of the Library, internal Library managers, and departmental Subject Matter Experts including public service staff, external vendors and support partners. The Help Centre occasionally provides direct support to members of the public.

Requirements

Completion of a 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 experience.
Minimum 6 months of experience working in a library public service or IT support role.
Experience working in a library and working directly with library system applications and other technologies used in public libraries.
Demonstrated experience in a position of responsibility requiring independence of judgment.
Must hold a valid driver’s license for the province of British Columbia.
Strong knowledge of the objectives, organization, services, resources and operations of a public library.
Strong knowledge of the functions of integrated library software systems, PCs, printers, desktop applications and their configuration and support.
Considerable knowledge with computer, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows Operating systems and Internet Explorer.
Working knowledge of specialized software and business applications used by Library staff.
Working knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systems.
Considerable knowledge with the use of knowledgebase and search engines.
Excellent keyboarding/typing skills.
Fluency in the English language both spoken and written.
Considerable understanding of Help Centre operations, procedures, practices and policies.
Excellent interpersonal, communication and listening skills to deal tactfully and effectively and respectfully with all Library staff.
Strong ability to condense large amounts of information into readable, understandable, written (typed) details.
Strong multi-tasking capability – includes monitoring and hearing information from the callers via a headset, while reviewing and interpreting information from multiple computers screens, and entering complex data, troubleshooting exercises and responding to the caller.
Ability to type information directly into a computer as it is being heard.
Ability to understand and interpret relatively complex written and oral instructions and procedures.
Ability to respond to difficult or demanding customers with tact, respect and diplomacy.
Ability to troubleshoot, document, analyze and resolve a variety of technical software and network related problems.
Ability to review logs, scripts and diagnose the possible cause of problems.
Ability to provide assistance to clients regarding applications and use of equipment and to provide instruction and informal training as required.
Ability to make decisions within established guidelines or precedents.
Ability to prepare and maintain a variety of files, records, forms and lists manually and/or using a computer.
Ability to identify trends from incoming calls, and notify superiors.
Ability to provide effective customer service over the phone and in person.
Ability to provide accurate and thorough information to clients.
Ability to enforce rules and policies with calmness, firmness, and fairness.
Ability to work independently while interacting in a team environment.
Ability to perform assigned duties under minimal supervision.
Ability to learn and retain a working knowledge of roles and responsibilities of other positions in Information Technology Services.
Ability to decipher and remember numerous acronyms, codes and abbreviations used in information technology industry and at the Library.
Ability to establish and maintain effective working relationships with internal and external contacts and effectively convey clients’ requirements.
Ability to make decisions and act quickly in an emergency situation, if required.
Able to adhere to predetermined Service Level Agreements.
Must be able to move IT hardware of various sizes and weights.
Must be able to drive.
Must be able to work alone shifts.
Must be able to handle a large volume of incoming calls.
Must be able to wear a lightweight headset at all times while taking calls.

Nice To Haves

Experience working in a call centre is an asset.
Experience working in a public sector or service oriented environment an asset.
Asset to have Client/Customer Service Certificate or equivalent.
Asset to have IT Help Desk Certificate or equivalent.

Responsibilities

Provides a high level of professional customer service through a variety of telephone and e-mail interactions.
Performs analytical and technically oriented troubleshooting work to provide support for computer applications, telecommunications devices, computer hardware and network communication equipment.
Exercises considerable independence of judgment and action within established operating procedures and guidelines to determine business clients’ needs and take appropriate actions.
Supports the lifecycle of desktop and laptop computers and peripherals.
Provides in-person assistance to establish the cause of a problem or deliver, install and configure replacement equipment when issues cannot be resolved remotely.
Refers unusual complex and contentious matters to superiors.
Occasionally works alone.
Handles requests and enquiries from internal business clients, Library managers, and departmental Subject Matter Experts.
Occasionally provides direct support to members of the public.