<p>Position Information</p> <p>Position Number S01148 Position Title Senior IT Customer Service Technician Division/Portfolio IT Services Department/Program Software & Support Services Location Kelowna Other Flexible Work Options Your Opportunity</p> <p>Under the supervision of the Manager, IT Client Services, the Senior IT Customer Service Technician plays a crucial role in providing support and maintenance within the organization's computing environment. In addition to performing the duties of a Tier 1 Technician, this role includes mentoring and providing guidance to technicians and serving as a liaison between senior technicians and subject matter experts when tickets are escalated, or complex problems are discovered. The Senior IT Customer Service Technician is responsible for ensuring the efficient operation of the IT environment and maintaining a high level of customer satisfaction.</p> <p>Functions and Duties</p> <p>Technical Support:</p> <ul> <li>Prioritize, schedule, and respond to service and maintenance requests promptly, maintaining a customer-oriented approach and ensuring customer satisfaction. </li><li>Perform onsite analysis, diagnosis, and resolution of complex desktop problems for end users. Recommend and implement corrective solutions. </li><li>Receive and respond to incoming calls, service desk tickets, emails, or chat regarding equipment incidents. </li><li>Install, configure, test, maintain, and troubleshoot end-user workstations and related hardware and software as required. </li></ul> <p>Collaboration and Coordination:</p> <ul> <li>Collaborate with Desktop Resource Coordinator(s) and Network Services Coordinator(s) to ensure the efficient operation of the organization's desktop computing environment, including application packaging and operating system deployment systems. </li><li>Serve as a liaison between Tier 1, Tier 2, and Tier 3 technicians when tickets are escalated or complex issues arise. </li></ul> <p>Research and Standardization:</p> <ul> <li>Conduct research on end-user devices to support standardization and procurement efforts. </li><li>Evaluate and recommend products for deployment. </li></ul> <p>Documentation and Inventory Management:</p> <ul> <li>Record, track, and document the service desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution. </li><li>Tag or label IT Services-managed equipment owned by the organization and periodically audit inventories to mitigate the risk of damage or theft. </li></ul> <p>Mentorship and Process Improvement:</p> <ul> <li>Provide guidance and mentorship to Tier 1 technicians, contributing to their knowledgebase and training as needed. </li><li>Offer suggestions for continual improvement in processes and procedures. </li></ul> <p>Additional Responsibilities:</p> <ul> <li>Perform other related duties as assigned. </li></ul> <p>Education and Experience</p> <ul> <li>Completion of Grade 12 or equivalent. </li><li>Graduation from a two-year community college computer systems program or equivalent. </li><li>Minimum of 4 years of related experience. </li></ul> <p>Skills and Abilities</p> <ul> <li>Strong ability to prioritize and manage multiple tasks while maintaining customer focus. </li><li>Advanced troubleshooting and problem-solving skills for desktop hardware and software. </li><li>Proficiency in installing, configuring, and maintaining end-user workstations and related technologies. </li><li>Excellent communication skills for liaising with technicians and end-users. </li><li>Demonstrated leadership and mentorship capabilities. </li><li>Demonstrated knowledge of IT security fundamentals and best practices, including the ability to identify, mitigate, and report potential security risks. </li><li>Proven ability to document processes and solutions effectively. </li><li>Familiarity with inventory management and asset tracking. </li><li>Expertise in Azure, Intune, Autopilot technologies, and Mobile Device Management (MDM) solutions. </li></ul> <p>Preferred Qualifications Desired Start Date 09/08/2025 Position End Date (if temporary) Schedule</p> <p>Monday-Friday 8:00-4:00 (negotiable)</p> <p>Annual Salary/Hourly Rate $61,753 - $70,561 Appointment Type Support - Regular Full-time Special Instructions to Applicants</p> <p>Shortlisted internal candidates must notify the current Support Staff Bargaining Chairperson and People Services if they want a Union Observer during interviews and final selections of candidates.</p> <p>Employee Group Support</p>