IT Support Accelerator

Job

IT Support AcceleratorReporting to the IT Support Manager, the Support Accelerator will assist in transforming BCIT's customer service and technical support mechanisms. In addition to responsibilities assisting with intake and first-level troubleshooting on student, faculty and staff IT issues, the Support Accelerator will surface opportunities to automate routine interactions and requests, permitting the remainder of the User Services organization to concentrate on the non-routine work. This role strengthens self-service resources, improves knowledge delivery, and helps identify opportunities for automation (including AI tools) to reduce repetitive work and increase efficiency. The position is on-campus, 9 am - 5 pm Monday - Friday, with the possibility of remote days when focusing on an initiative.

Job Description

Key Responsibilities:

• Serve as a front-line technology support contact as part of the Front Desk Operations team, assisting walk-in, email, and phone clients while managing ticket intake, resolving first-level issues, and identifying opportunities to expand self-help resources, knowledge base content, and AI-assisted support tools.
• Provide remote and in-person technical support for on-campus and remote users.
• Identify recurring issues or questions that can be addressed with reduced or no human intervention; propose and implement solutions after consultation with the IT Support Manager and the technical staff.
• Develop short instructional videos for BC Learn focused on common or high-volume IT issues.
• Distill information provided by technical staff and other sources into instructions for the use of all BCIT staff. Identify gaps in the knowledge base and proactively take steps to create documentation that fills those gaps
• Create and update user-facing Knowledge Base articles based on recurring issues and ticket data; ensure articles are reviewed and approved prior to publication.
• Update and maintain internal BCIT documentation to support consistency, training, and operational continuity.
• Investigate user issues by reviewing prior tickets, internal documentation, knowledge base articles, and other relevant systems to ensure continuity and informed resolution.
• Escalate complex issues to the appropriate resolver groups with clear, thorough documentation.
• Identify and bring attention to recurring issues, patterns, or potential service disruptions.
• Provide users with written instructions and direct them to relevant knowledge base resources and institutional technology policies to promote self-service.
• Perform additional duties and responsibilities as assigned.

Skills, Qualifications & Requirements:

Knowledge, Skills & Abilities:

• Ability to complete assigned tasks with precision and accuracy.
• Strong troubleshooting skills and ability to determine resolution versus escalation.
• Ability to interact positively and appropriately with a wide variety of users.
• Excellent verbal and written communication skills.
• Ability to clearly explain technical concepts to non-technical users.
• Ability to manage multiple requests in a high-volume, customer-facing environment.
• Ability to translate technical processes into clear written documentation and user-friendly instructional materials.

Qualifications:

• College degree from an accredited institution, with 2 years of experience in customer service and/or desktop computer setup/support, or equivalent technical experience and training.
• Familiarity with Windows and macOS.
• Familiarity with common user software environments (e.g., Gmail, Microsoft Office, web browsers, email applications, VPN tools, etc.).

Preferred Qualifications:

• Experience with ticketing systems (TeamDynamix preferred).
• Experience providing remote technical support.
• Experience creating Knowledge Base articles, internal documentation, or user training materials.

Work Conditions:

• This job is an on-site, in-person role that requires face-to-face interaction with many constituents.
• Ability to perform customary office tasks such as sitting, walking, standing, computing, and answering the telephone for moderate to prolonged periods of time; light to moderate reaching, bending, and lifting.

Salary Range:

$30/hour - $35/hour

The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to departmental budgets, qualifications, experience, education, licenses, specialty, and training. The above hiring range represents the College's good faith and reasonable estimate of the range of possible compensation at the time of posting.