Career Opportunity

IT Service Desk Coordinator

$37.23 per hour - 40 hours per week

Il stl’i kw’els spipetstexw kw’eset ite xwelmexwelh stexwlaq temexws ye Stó:lo mestiyexw.

Mission Public School District is located on the Traditional, Ancestral, Unsurrendered, and Shared territories of Stó:lo people, of Leq'á:mel, Semá:th, Máthxwi, Sq'éwlets and Qwó:ltl'el First Nations, stewards of this land since time immemorial.

Halq'eméylem is the language of this land and of Stó:lo ancestors. The place from where Halq’eméylem (Upriver dialect) originates is Leq’á:mel. The language comes from the land, and it has been this way since time immemorial.

Le Conseil scolaire de Mission est situé sur les terres traditionnelles, ancestrales, non cédées et partagées du peuple Stó:lo, des Premières nations, Leq'á:mel, Sema:th, Matheqwí, Sq'éwlets et Qwó:ltl'el, peuples de cette terre depuis des temps immémoriaux.

Mission Public Schools is dedicated to providing our students with an educational environment that nurtures the development of an Educated Citizen. Located in the beautiful Fraser Valley, Mission is a vibrant and diverse community with over 6200 students and 850 employees. We are committed to providing a safe, equitable, and inclusive educational system for all students in our thirteen urban and rural elementary schools, two middle schools, one secondary school, distributed learning centre, alternative learning centre, and vocational and technical college.

Summary

Under the direction of the Manger of Information Technology (IT) the Service Desk coordinator is responsible for the coordination and execution of the Service Desk operation within the district’s IT department. The coordinator will plan, trouble shoot, respond to and oversee the district’s service tickets and be involved in incident management and escalation of IT service tickets. The coordinator will be the main point of contact for service tickets from staff and district locations.

The work involves the performance of a variety of technical tasks in accordance with established policies, procedures, regulations and/or codes. Judgment is exercised in handling new assignments and determining new work methods with exceptions referred to the IT Manager. The job requires the development of procedures. Work is performed on- site and at the IT office.

Duties include, but are not limited to:

• Incident management and escalation by hands-on resolving escalated technical issues
• Provides troubleshooting and coordination with system administrators or vendors when needed.
• Ensures incidents are logged, tracked, and resolved according to ITIL standards.
• Assigns service tickets to IT Support Technician and tracks process ensuring adherence to service protocols.
• Reviews tickets closed by Support Technicians, ensuring successful completion.
• ITIL-Based Service Implementation including implementation and maintenance of the IT service management processes such as incident problem and change management following the ITIL framework.
• Develops and maintains documentation, SOPs, and knowledge base articles to support consistent service delivery.
• Maintains help desk operations, device repair workflows, and inventory systems.
• Coordinates logistics for device upgrades, device provisioning, rollouts and operation of classroom devices.
• Serves as a primary contact for school sites regarding IT service needs.
• Coordinates with school staff to ensure timely resolution of technical issues.
• Maintains strong relationships to understand site-specific challenges and priorities.
• Performs other related duties as may be reasonably expected of a person in this position

Required Qualifications:

• A bachelor’s degree in computer information systems or equivalent from a recognized technical college or university.
• Certification in ITIL (Information Technology Information Library)

Required Experience:

• Minimum of three (3) years related work experience in the IT field.
• Minimum of two (2) years’ experience working in an IT Service Desk related position.
• Minimum of two (2) years’ experience managing the distribution and completion of service desk tickets.
• Good working knowledge of Microsoft products, including Office 365 front end and back end, Entra, Windows OS, Active Directory, SCCM, Group Policy and general Windows administrative tools
• Working knowledge of ITIL standards and processes
• Knowledge of the regulations and codes, standard practices, methods, materials, and equipment used in the position
• Knowledge of proper safety practices and the demonstrated ability to work in a manner that recognizes personal safety and the safety of others
• Ability to establish and maintain effective work relationships with all internal and external contacts, demonstrates a helpful and pleasant manner in dealing with others
• Proven ability to express ideas effectively both orally