IT SUPPORT TECHNICIAN T1- On site in Vancouver

Reporting to the Manager of Technology, the Information Technology (IT) Support Specialist assists in onsite and off-site information management and computing systems providing enterprise-wide IT support for all departments and all levels of staff. Please note that this is a fully on site position, with no provision for hybrid or remote work.

SOCIETY PHILOSOPHY

PHS Community Services Society provides housing, harm reduction, health promotion and health care to vulnerable communities. Our supportive housing and low barrier programs provide refuge, services and advocacy for those who are homeless or poorly served elsewhere due to their physical health, mental health, behaviour, substance use, or involvement with the criminal justice system. Our work is grounded in honouring self-determination and providing as much choice of therapeutic treatments as possible within a trauma-informed continuum of care.

We foster an environment which accepts and looks to the good in each member. PHS is a renowned innovator and a leader in harm reduction and health care for marginalized communities. PHS Housing actively seeks to find an alternative to eviction in every situation.

KEY RESPONSIBILITIES The job includes, but is not limited to, the following:

- Answering and documenting support calls and emails in a personable and professional manner.
- Assisting staff with the installation, configuration and ongoing usability of desktop & laptop computers, mobile devices, peripheral equipment and software either remotely or on-site.
- Identifying, anticipating and isolating and resolving hardware and software problems.
- Escalating issues (when required) to the appropriate Technician, Manager or external Vendor (if applicable).
- Troubleshooting desktop software and hardware used and supported by PHS, utitilizing diagnostic utilities and other tools and processes as needed.

Diagnosing and repairing hardware and software issues, including laptops, desktops, mobile phones and other electronic devices.

- Assists users to maintain and make minor modifications to databases and user aides such as menus, command procedures, help files, customized reports, and standard file formats.
- Accessing software updates,



drivers, knowledge bases, and frequently asked questions resources on the Internet to aid in problem resolution.
- Identifies requirements for new and modified computer hardware and software, and makes recommendations.
- Prepares and maintains a variety of documentation and reports such as system documentation and user guides.
- Performing hands-on fixes, including installing and upgrading software, installing hardware, implementing file backups, configuring systems and applications and testing fixes to ensure problems have been adequately resolved.
- Performing preventative maintenance, including checking and cleaning of workstations, printers, and peripherals.
- Setting-up new equipment according to policies and standards.

Other duties as required.

QUALIFICATIONS / EXPERIENCE

- Knowledge of Computer hardware, software and peripherals such as central processing units, servers, monitors, cables, network systems, printers and mobile devices
- Solid customer service, interpersonal and communication skills, both written and verbal
- Ability to remain calm in high-pressure emergency situations
- Able and willing to learn recent as well as existing technologies
- Knowledge of procedures for installing, configuring, upgrading, troubleshooting, and repairing applicable software, hardware and peripherals
- Experience with Mac OS X & iOS Platforms required
- Windows support experience an asset
- Experience with deploying devices with MDM solutions (JAMF, MS Endpoint Manager) is an asset
- Experience with A/V equipment and Access Control & Camera systems an asset
- Strong understanding and experience implementing techniques for explaining technical concepts and procedures to non-technical users
- Experience with installing, configuring, migrating and upgrading operating systems and software, using primarily standard financial,



business and administrative application practices
- Knowledge of or experience using MDM (JAMF, MS Endpoint Manager, etc.) solutions for device deployments is an asset
- Experience with installing, configuring, assembling and repairing computers, monitors, network infrastructure and peripherals such as printers and related hardware
- Experience with troubleshooting and solving hardware and software problems; Instructing users on new or upgraded computer applications and hardware
- Ability to accomplish tasks, organizes own work, sets priorities and meets critical time deadlines, both self-directed and in teams
- Using initiative and independent judgment within established guidelines and procedures;
- Communicating effectively with co-workers, subordinates, superiors, the general public, representatives of public and private organizations and others sufficient to exchange or convey information
- Diploma in Computer Science, Systems Administration or other related area
- 2 years of related professional experience
- Other certifications (CompTIA, Microsoft, etc.) an asset

TERMS OF EMPLOYMENT This is a permanent, unionized, regular full-time position.

Schedule: Thursday to Monday (Covering the weekends) 8:00am – 4:00pm

Location: 20 West Hastings

Start Date: ASAP

CBA: Community Subsector Association (CBA)

Union: CUPE 5536

Grid: 11- $27.18/hr

PHS strives to create an inclusive and welcoming workplace that reflects the community we serve. We seek a diversity of skills, knowledge, backgrounds, and professional and experience in our staff. We particularly encourage applications from Indigenous individuals.

How to apply

Please include a cover letter identifying the qualities and competencies that would make you a suitable candidate.

Job Types: Full-time, Permanent

Pay: $27.18 per hour

Benefits

- Company pension
- Dental care
- Employee assistance program
- Extended health care
- Paid time off
- Vision care
- Wellness program

Ability to commute/relocate:
- Vancouver, BC V6B 1G6: reliably commute or plan to relocate before starting work (required)

Experience:
- iOS and Mac OS: 1 year (preferred)

Work Location: In person

📌 IT Support Technician (Vancouver)
🏢 PHS Community Services Society
📍 Vancouver