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At Vancouver Island Regional Library (VIRL), we believe libraries strengthen communities by supporting learning, connection, and belonging. Every day, our staff help people access information, build skills, and discover new opportunities. Together, we are proud to Light the Way for the communities we serve.

We are seeking someone who is enthusiastic and dependable to join our team as a Service Desk Analyst on the Information Technology team located at the Nanaimo North branch. This position offers an excellent opportunity to gain meaningful work experience while contributing to a welcoming and inclusive library environment that serves communities across Vancouver Island, Haida Gwaii, and Bella Coola.

Under the direction and support of the IT Operations Manager, the Service Desk Analyst is the first point of contact for employees experiencing technical issues with Vancouver Island Regional Library (VIRL) owned technology, hardware and software and IT services. This includes VIRL’s public computing services. The Service Desk Analyst is responsible for providing Service Desk Support and resolving problems to the end user’s satisfaction concerning software, hardware, mobile devices, and network connectivity.

The Service Desk Analyst contributes to the effective operation of the IT Division through support, maintenance, and provisioning (with Manager approval) of the networked hardware and software, including PCs, Laptops, Tablets, Phones, computer applications and other related peripheral equipment.

• Provide excellent customer service to staff throughout VIRL by telephone, email, virtual client web portal or face-to-face interaction.
• Provide clients with timely and systematic solutions to their problem or request.
• Identify and prioritize problems based on impact to normal operations and on VIRL’s customers, appropriately managing customer expectations.
• Manage system incident workflow from identification to closure including communication to end client until the issue is resolved.
• Resolve various service requests including:
  New computing device setup including the unpacking of new or re-purposed computers, monitors, and related desktop hardware, which may include traditional PCs, portable notebooks, mobile devices and public facing desktops. Install additional software and hardware (e.g. printers, scanners, network cards, etc.). Utilize system tools for proper imaging and deployment of devices as appropriate (Imaging, Mobile Device Management etc.) Maintain user access administration for appropriate services.
  
  (e.g. Internet, e-mail, WAN/LAN/WLAN, FTP access) Upgrade or replace existing computer hardware and components. (e.g. hard drive, RAM, monitor, printer, and motherboard) Install and/or upgrade end user computer software and operating systems. Address end user computing hardware/software deficiencies directly with vendors and identify where warranties are valid. (licenses, certificates etc.)
• Provide system/security access management by setting up and maintaining user and group accounts with various rights for access to applications, files and print services.

• Completion of a Degree or Diploma in the Information Technology field or equivalent combination of education and experience may be considered.
• Minimum 2 years’ of service desk experience.
• Completion of ITIL Foundation, A+ or Microsoft Certified Professional certification.
• Working knowledge of Office 365 and Azure services.
• Working knowledge to efficiently build, maintain and support complex network, server, and storage environments (physical and virtual).
• Ability to prioritize and manage multiple requests, projects and timeline commitments.
• Demonstrated integrity and ability to maintain confidentiality associated…