Information Technology Assistant - Vancouver Public Library, Vancouver

Position Summary

The IT Help Centre at Vancouver Public Library (VPL) provides a single point of contact for staff requiring information technology and telecommunications support. As an Information Technology Assistant, you will deliver professional customer service through phone and email, performing analytical and technical troubleshooting for computer applications, telecommunications devices, computer hardware, and network communication equipment. This role requires considerable independence in judgment to determine client needs and facilitate call completion. You will also support the lifecycle of desktop and laptop computers and peripherals, providing in-person assistance for problem resolution, installation, and configuration of equipment. This administration role is based in-person at the Central Library in downtown Vancouver, BC, and occasionally provides direct support to members of the public.

Key Responsibilities

• Provide professional customer service and technical support via telephone and email interactions.
• Perform analytical and technically oriented troubleshooting for computer applications, telecommunications devices, computer hardware, and network communication equipment.
• Exercise independence of judgment to determine business clients’ needs and facilitate call completion to their satisfaction.
• Support the lifecycle of desktop and laptop computers and peripherals.
• Provide in-person assistance to establish problem causes or deliver, install, and configure replacement equipment when remote resolution is not possible.
• Refer unusual, complex, and contentious matters to superiors.
• Occasionally work alone and provide direct support to members of the public.
• Adhere to established operating procedures and guidelines.
• Maintain effective working relationships with internal and external contacts.

Qualifications

To succeed in this Information Technology Assistant role, candidates should possess a blend of formal education, practical experience, and a strong set of knowledge, skills, and abilities relevant to a public library environment.

• Completion of the 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' 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.
• Experience working in a call centre is an asset.
• Experience working in a public sector or service oriented environment an asset.
• Client/Customer Service Certificate or equivalent is an asset.
• IT Help Desk Certificate or equivalent is an asset.

Knowledge, Skills & Abilities

• 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.

About the Vancouver Public Library

The Vancouver Public Library (VPL) is Canada's third-largest public library system, serving diverse communities across Vancouver with 21 locations and over 800 staff members. VPL is a vibrant place where learning, joy, community, and recreation converge, introducing people to ideas and information that can change lives. Annually, VPL lends over 5 million items, from books to streaming content and musical instruments, and hosts nearly 200,000 attendees at programs and events. As part of the City of Vancouver, VPL is committed to equity, diversity, and inclusion, and seeks to reflect Indigenous cultures, language, and history, particularly those of the Musqueam, Squamish, and Tsleil Waututh people. VPL is an evolving, innovative, inclusive, and rewarding workplace that values adaptability and a commitment to excellent customer service.