Vancouver Aquarium, one of the many properties owned by Herschend Family Entertainment, prides itself on working towards bringing families closer together and to creating memories worth repeating. Our Core Values – greatly exceeding guest expectations, serving others, creating emotional connections, constantly improving – give us purpose and guidance.
SUMMARY:
The ideal candidate is a jack-of-all-trades, perhaps from a customer service background, with a focus on technology. Daily work, bread, and butter tickets are onboardings, set up and take down of AV equipment for events, refreshing/replacing machines, incident resolution, and general ticket and request management. You will provide enhanced technical and end-user support for notebooks and desktop workstations, client-server-based desktop applications and all corporately provisioned devices, for all staff, with a core focus on troubleshooting daily user issues.
ACCOUNTABILITIES:
- Provide first-level desktop support to end-users for PC and software-related issues, over the phone or via email. Performing remote or in-person troubleshooting through diagnostic techniques and pertinent questions
- Register all interactions with users in our ticketing system (Atlassian Jira).
- Timely troubleshooting and resolution of any hardware problems on desktop workstations, wireless devices including laptops, tablets, cell phones, printers, plotters, and projectors as well as application software, and operating systems.
- The ongoing support and maintenance of computers and applicable equipment over its complete life cycle. Install, relocate and/or upgrade PC hardware, software, peripherals, IP telephone and other devices to satisfy business and/or end-user requirements.
- Maintain computer cabinets, storage rooms, and PC/Laptop/peripherals/parts inventory.
- Setting up and deploying IT equipment for new employees.
- Coordinate bookings, set up and take down of all technology equipment for events such as (performances, guest speakers, assemblies, etc.) and other functions requiring audio-visual equipment around the aquarium (e.g. cinema, classrooms, foyer, field, meeting rooms, etc.)
- Troubleshoot and maintain general AV setups (Apple TV, projectors, Smartboards, Front Row audio, speakers, microphones etc.)
- Manage small projects as assigned from beginning to end.
- Ensure effective communication between the desktop support team and the rest of the IT organization, including status reports of projects and/or systems issues
JOB REQUIREMENTS:
- Be a team player, teamwork is critical to our team’s success.
- Be ready to grow. One common theme amongst successful current and past team members is a want to learn and grow. This is not a role to stagnate in!
- Finding answers can be difficult, as with thousands of different devices throughout the enterprise, knowing the right places to look and people to ask is often as important as technical skills.
- A technical background, comfortable with operational technologies, and able to become a subject matter expert with specific software and hardware solutions.
- Technology troubleshooting skills, as well as the ability to research knowledge bases and actively seek out solutions to technology issues independently
- Demonstrated ability to transport, assemble, maintain, and repair technology equipment.
- Knowledge and enhanced experience working with ticketing and desktop management applications and systems.
- Ability to test AV equipment and perform basic troubleshooting.
- Clear communication skills to troubleshoot, advise, and educate end-users and other Support Specialists.
- Minimum one year as an IT technician working in customer support or related work experience
- Be part of an on-call rotation and ability to work flexible hours
- Able to lift 50 LB.
Bonus points for:
- Experience with Point-of-Sale (POS) equipment (Pin pads, touchscreens, receipt printers).
- Previous experience with Audio Video Systems. (projectors, displays, microphone, speakers). Familiarity with all types of audio/visual and videoconferencing equipment including all video formats, large video projectors, audio PA systems, audio/video routers, microphones, and speakers would be an asset but not a requirement.
- Completion of a recognized computer technician program.
- Previous experience in a desktop support /help desk / IT field.
- Network and CompTIA certification.
SALARY RANGE: $28 - $38 PER HOUR