Service Desk Technician, Corp IT


About the position

The Service Desk Technician II provides fast, friendly, efficient technical customer service supporting a wide selection of technologies for the Vancouver region and, as a member of the IT team, supports over 500 users in 5 locations across Canada and the US.

Key responsibilities include application, hardware and technical support, with focus on responding to incoming requests from end-users and clients. This role will provide technical, functional, and instructive support while diagnosing, troubleshooting, and resolving general account inquiries.

Primary Duties and Responsibilities:

Strategy & Planning

  • Evaluate documented resolutions and analyze trends for ways to prevent recurring issues
  • Alert management to emerging trends in incidents

Acquisition & Deployment

  • Deploy pre-packaged software as needed using automated deployment tools
  • Assist in software releases and rollouts according to change management best practice

​​​​​​​Operational Management

  • Make a positive difference in the client experience
  • Assist in providing Level I and Level II support for users and clients
  • Educate and train end users on a variety of technologies
  • Build rapport with business stakeholders & clients
  • Assist IT team on incidents, service requests, and projects
  • Act as an escalation point for advanced or difficult help requests
  • Escalate incidents with accurate documentation to suitable technician at all times to improve IT Incident Management
  • Record, track, and document the Service Desk incident-solving process, including all successful and unsuccessful decisions made and actions taken, through to final resolution
  • Use remote tools and diagnostic utilities to aid in troubleshooting
  • Research solutions through internal and external knowledgebase as needed
  • Perform hands-on fixes at the desktop level when remote tools are not appropriate, including hardware repairs, delivery of peripherals, or other fixes as determined
  • Test fixes to ensure problem has been adequately resolved
  • Perform post-resolution follow-ups with users to improve customer satisfaction
  • Develop help sheets and FAQ lists for end users as well as keeping the IT knowledgebase up to date
  • Contribute to technician knowledgebase and training as needed
  • Reinforce SLAs to manage end-user expectations
  • Provide suggestions for continual improvement based on ITIL best practices
  • Provide operating system support on Windows & Mac OS X based systems
  • Provide hardware support for Windows & Mac desktops, printers, VoIP phones and peripherals
  • Provide client setup support (Wi-Fi, printer, phone, network & security access)
  • Provide phone system management

What you’ll need

Knowledge, Skills, and Experience:

Formal Education & Certification

  • College diploma or university degree in the field of computer science and/or 3 years equivalent work experience
  • ITIL certification is preferred

Knowledge & Experience

  • Knowledge of Apple computer hardware, including iMacs, MacBooks, iPhones
  • Experience with Mac OS X and Windows 10 Operating Systems
  • Experience with Microsoft 365 suite of applications support
  • Experience with tickets systems to record incidents and requests
  • Experience with Manage Engine products, such as, Service Desk Plus, Desktop Central, ADManager, is preferred
  • Experience working in an ITIL-driven environment and working knowledge of ITIL principles and processes.
  • Strong documentation skills
  • Knowledge of networking, switches, and Wi-Fi
  • Ability to conduct research into a wide range of computing issues

Personal Attributes

  • Exceptional customer service, experience in a previous customer service role
  • Exceptional interpersonal skills, with a focus on rapport building, listening, and questioning skills
  • Exceptional oral communication skills; Fluent English language skills
  • Highly self-motivated and directed
  • Ability to establish and grow relationships with business stakeholders
  • Ability to absorb and retain information quickly
  • Ability to present ideas in user-friendly, business-friendly, and technical language
  • Keen attention to detail
  • Analytical and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a fast-paced environment
  • Ability to work in a team-oriented, collaborative environment

Working Conditions and Physical Effort:

Work is normally performed in a typical interior/office work environment with some exposure to warehouse environment

Some physical effort required (i.e. some lifting of supplies and material)

Sitting for extended periods of time

After hours support: occasional weekend, evening and ‘on call’ support may be required

Ability to travel to support local facilities, owning a car is required

Typical 40-hour work week

Dexterity of hands and fingers to operate a computer keyboard, mouse, and other computer components

Equal Opportunity & Accommodation

Sim is an Equal Employment Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability and protected veterans status or any other basis protected by law.

Sim is committed to providing accessible employment practices that are compliant with local legislation. Applicants requiring accommodation for disability during any stage of the recruitment process are encouraged to advise accordingly.

How to apply

Please submit your resume to