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Desktop & Field Services Technician

Requisition ID: 12554 


The City of Vancouver is striving to become the greenest city in the world, and a city powered entirely by renewable energy before 2050. We are proud to be one of BC's Top Employers, Canada's Best Diversity Employers, and one of Canada's Greenest Employers. With employees that have helped Vancouver consistently rank as one of the world's most livable cities, the City values a diverse workforce which represents the vibrant community we so proudly serve.

Consider joining our committed team of staff and being part of an innovative, inclusive and rewarding workplace.


Main Purpose and Function

IT Desktop Support provides technical desk side and remote support for City of Vancouver staff for end users devices (desktop, mobile, print), software, field equipment, and specialized onsite hardware & software. The DFS Technician will provide professional customer service through a variety of telephone, email and in person interactions and take appropriate action to assess the client’s need and facilitate the call completion in both technical and operational aspects of the work. Work tasks are assigned and tracked through an electronic service management system which the DFS Technician will be expected to keep updated while working on incidents and service requests. Work tasks will include, but not be limited to installation, removal, modification, analytical and technical troubleshooting to provide support for computer applications, telecommunications devices, network communication equipment and computer hardware. The work is performed under general supervision and requires the exercise of some independence of judgement and action within established procedures. Unusual, complex and contentious matters are referred to superior. Work performance is reviewed by superiors in terms of effectiveness of services and the attainment of desired service objectives.


Key Contacts and Reporting Relationships

Key contacts are with internal businesses clients of the City of Vancouver, internal City managers, and departmental Subject Matter Experts including information technology staff, external vendors and support partners.


This position will report to the Supervisor, Desktop Technical Support or direct to Manager, Desktop Services. 


Specific Duties/Responsibilities

Performs duties and responsibilities within assigned function area within a department which may include, but not limited to, any combination of the following tasks:


Desktop and Field Services Support

  • Receives service requests and trouble incidents; identifies problems and prioritizes resolution requirements; updates work in progress and resolutions for service requests and trouble incidents; updates support details to knowledge base
  • Account management (adding users to groups and/or systems)
  • Installation, configuration, operation and removal of software, hardware and specialty components (deployed packages, purchased software, video cards, printers, RAM, network drives, shared printers, etc)
  • Configuration and support of mobile devices (smartphone/tablet/laptop) using in person and remote technologies (mobile device management software).
  • Setup, configuration, and support of telephone handsets; end device support only, refer to Telecom for complex support and backend VoIP operations.
  • Perform hands on troubleshooting individually and in coordination with other technical resources to provide root cause determination and resolution of trouble incidents.
  • Manage site and departmental specific hardware and software
  • Installs, configures and tests new software and hardware installations
  • Creates documentation for users and other analysts on how to use technology, configuration settings, installation processes and resolution steps
  • Assists users in determining hardware and software requirements when current standards can be applied; non standard hardware and software requests and custom solutions are escalated.
  • Performs activities as a technical resource to projects
    • Perform assigned tasks
    • Provide updates to the project manager
    • Provide trending information and issues to the project manager
  • Provides end user orientation and training
  • Maintains all equipment and software while adhering to security standards and procedures
  • Ensures license compliance for all software
  • Works unsupervised on individual service requests and trouble incidents
  • Works supervised on project and problem investigations
  • Maintains thorough understanding of city security policies and reports instances where polices are violated, breeched or are not correctly implemented


Advanced Technical Support

  • Research technical solutions to problems that have no current solution within our environment
  • Research hardware and software solutions to meet client requirements


Technical Resource for projects

  • Tracking and reporting on small project activities
  • Managing assigned resources for small projects


Other duties/responsibilities as assigned.


Minimum Position Requirements

Education and Experience:

  • Completion of the certificate program in computer sciences or related discipline at a technical institute or community college plus sound related experience; OR and equivalent combination of training and experience
  • Recommended Microsoft Certified Professional – Desktop Support Technician or equivalent designation
  • Minimum 1 year working in an IT desktop support role
  • Experience working in a public sector or service oriented environment is an asset


Knowledge, Skills and Abilities:

  • Considerable knowledge of desktop computers, data processing and Microsoft Windows based environments including; Microsoft Office Suites, Windows Operating Systems (desktop and server), and Internet Explorer
  • Experience in supporting mobile computer technology including Windows CE, Apple IOS and Android as application platforms.
  • Excellent knowledge of wide and local area networks, network and computer peripherals, telecommunications equipment and other related systems
  • Good knowledge of specialized software and business applications used by city staff
  • Good knowledge with the use of knowledge bases and search engines
  • Good keyboarding and typing skills
  • Fluency in the English language both spoken and written
  • Considerable knowledge of city operations and functions
  • Able to frequently lift 20 kg in order to be able to perform hardware installation activities
  • Excellent interpersonal, communication and listening skills to deal tactfully, effectively and respectfully to all city staff
  • Good oral and written communication skills
  • Strong customer service skills
  • Strong ability to condense large amounts of information into readable, understandable written and/or typed details
  • 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 identify trends and notify superiors
  • Ability to enforce rules and policies with calmness, firmness and fairness
  • Ability to work independently while interacting in a team environment
  • Ability to learn and retain a working knowledge of roles and responsibilities of other technology groups in Information technology
  • Ability to decipher and remember numerous acronyms, codes and abbreviations used in Information technology and the city of Vancouver
  • Ability to establish and maintain effective working relationships with internal and external contacts and effectively meet client requirements
  • Ability to make decisions and act quickly in an emergency situation if required
  • Able to adhere to predetermined service level agreements
  • Enhanced Security Clearance may be required for some assignments


Other Factors

The physical demands and work environment characteristics are described here and are representative of those that must be met by an employee to successfully perform the essential functions of this job

  • Operations are 6:00 am to 5:00 pm across areas although some specific roles may require expanded hours of service (weekends, evenings, holidays, early morning)
  • Work may be executed remotely from a desk location or require onsite support. Travel within the city using city supplied transportation (including public transit) may be required.
  • Must have and maintain valid Class 5 Drivers License and meets conditions to be able to use city supplied vehicles
  • Work may be in a variety of environments depending on the location of the equipment. This includes, but is not limited to, shop locations, parks, community centers, customer facing locations, office environments, industrial locations
  • Operations of computer, pointing device and other office equipment which requires repetitive arm, and eye movement
  • Uses visual and manual dexterity skills
  • Must be able to work alone
  • May be involved in sensitive, confidential or controversial problems and issues related to city staff.


Business Unit/Department: IT, Digital Strategy & 311 (1070) 

Affiliation: CUPE 15 Non Pks 

Employment Type: Auxiliary/Casual 

Position Start Date: January 2019 

Number of Positions: 2

Salary Information: Pay Grade GR-023: $34.29 to $40.48 per hour


Application Close: December 16, 2019

We thank all applicants for their interest. However, only those selected for an interview will be contacted. Learn more about our commitment to diversity and inclusion.  

Job Segment: Telecom, Telecommunications, Technician, Security Clearance, Technical Support, Technology, Government

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