Technician, Service Desk

Job Summary

The Technician Service Desk provides high caliber front-line and operational support for the Universitys technology environment and serves as a key escalation and after-hours response resource for incidents that directly impact teaching learning and institutional operations. The role independently assesses investigates diagnoses and resolves a wide range of routine and complex technology incidents and service requests both remotely and in person across academic administrative and event-based environments.

The Technician provides in-person evening and weekend classroom meeting room and event support exercising independent judgement to restore service continuity during urgent time-sensitive situations when senior technical resources may be limited or unavailable.

The role contributes to the reliability security and effectiveness of IT Services through root cause analysis accurate documentation escalation decision-making and the identification of service improvement opportunities.

The Technician provides in-person after-hours classroom and meeting room support after 4:30 p.m. on weekdays as well as day and evening shifts on weekends across UFVs campus locations.

Qualifications

• Diploma in Information Technology or related discipline from an accredited post- secondary institution.
• Three (3) years of related experience supporting a variety of technology such as desktops (Windows / Mac) audio visual equipment printers infrastructure (DNS networking applications software and associate peripheral equipment).
• Information Technology Infrastructure Library (ITIL) certification an asset. Help Desk Institute (HDI) certification an asset.
• Experience working within a Service Desk ITSM or ticketing tool.
• Experience providing user support in a Microsoft Active Directory environment.
• Experience with the installation maintenance troubleshooting and upgrade of computer operating systems hardware software and peripherals.
• Experience providing technical support for desktop computers in an enterprise environment.
• Working knowledge of various AV systems and technologies.
• Experience providing support using remote tools over telephone chat or email.
• Excellent customer service skills interpersonal skills and conflict resolution skills.
• Excellent organizational analytical reasoning and problem-solving skills.
• Excellent communication skills (verbal and written).
• Experience defining and writing technical documentation.
• Detail oriented able to approach problems logically.
• Ability to work independently and within a team environment.
• Ability to maintain confidentiality and handle sensitive data using discretion.
• Proficiency in the use of remote desktop management and support tools.
• Ability to arrange suitable transportation when travelling to work at other locations.

How to Apply

Please submit your resume and cover letter by the application deadline.

About UFV

The University of the Fraser Valley is located on the traditional territory of the Halqeméylem-speaking peoples. We express our gratitude and respect for the honour of living and working in Stó:lo Tém:éxw (Stó:lo Land; Stó:lo World). In all that we do UFV strives to support and honour the Stó:lo peoples goals of self-determination and well-being on these lands. A commitment to Indigenization and Reconciliation is core to our institutional Vision andIntegrated Strategic Plan: IYAQAWTXW which means House of Transformation. This commitment includes the goal of centering Indigenous ways of knowing throughout our organization recognizing our responsibilities to community and a multi-year plan to increase the number of Indigenous faculty staff and administrators working at UFV.

UFV has four campus locations within the beautiful Fraser Valley in British Columbia. Recognized as one of BCs top employers UFV offers a combination of career and lifestyle benefits. Join a team of 1400 passionate professionals who value integrity inclusivity and excellence. At UFV you will serve a vibrant community and shape the future of 15000 students.

Indigenization equity and diversity are essential to our work as a university. A diverse community fosters the inclusion of voices that have been historically underrepresented and marginalized. At UFV we are committed to recruiting a diverse workforce that represents the community we proudly serve. We encourage applications from Indigenous peoples members of groups that experience discrimination due to race colour place of origin ancestry and/or religion persons who identify as women and 2SLGBTQ and persons with disabilities. We invite applicants to complete a confidential self-identification survey as part of the application process. All questions are voluntary with an option to decline to answer. Information will be used to support efforts to broaden the diversity of the recruitment process and results are not shared with the selection committee. Inquiries about the survey may be directed to Learn more about our commitment to diversity and inclusion.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given an effort to be both environmentally and fiscally responsible UFV will contact only candidates receiving an interview. We thank all applicants for considering UFV for employment. Shortlisted applicants may be required to undergo a criminal record check and/ or a verification of their education credentials.

UFV is committed to the principle of equity in employment.