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:
Reporting to the IT Manager, the Senior IT Technician establishes, plans, and administers the overall policies and goals for the information technology department. The Senior IT Technician analyzes the needs of different departments and determines ways to meet business objectives by modifying existing or developing new information processing systems. As a senior technical resource, you will be part of a team responsible for providing services to internal customers related to IT infrastructure, both on-premises, and cloud based, including personal computers, servers, networking, remote access technologies, mobile devices, data centers and communications tools and services.
ACCOUNTABILITIES:
- Administers, enhances, and maintains local & cloud application environments.
- Facilitates security access to systems and line of business applications and endpoints.
- Builds and maintains strong working relationships with internal and external stakeholders.
- Provides technical support, incident and problem management to end users on the technology issues regarding computer operations and networks, including software support and administration, installation, setups, error messages, system status, and downtime procedures.
- Provides troubleshooting for mobile devices on the network including email, calendars and contacts.
- Troubleshoots and supports software applications and business processes. Troubleshoots and repairs new or existing hardware. Analyzes and tests new hardware/software configurations.
- Diagnoses and provides a path to resolve various technical issues.
- Collects, organizes and maintains a problems and solutions log for use by other technical support analysts by writing KB in Confluence.
- Builds rapport with help desk customers; records, tracks and documents help desk request problem-solving process in the Help Desk Software, including all successful and unsuccessful decisions made and actions taken through to final resolution.
- Provides “Value Added” Customer Service, treating customers with respect, clear, polite communications, and courteous follow-up.
- Maintains corporate security and confidentiality.
- Develops technical training materials and provide advice and training to users in response to identified difficulties.
- May supervise other technical support workers in this group.
JOB REQUIREMENTS:
Education and Experience:
- Bachelor’s degree with emphasis or significant course work in computer networking.
- At least five years of technical and systems management work experience is preferred.
- Advanced knowledge of Microsoft Windows Server administration.
- Good knowledge of Network Administration (Switches, Firewalls, Routers, VLAN, QOS, POE and Wireless).
- Knowledge and experience with Microsoft Office365 (Teams/SharePoint), Windows 11, Windows Server2019, Exchange, O365, AD & AAD.
Skills:
- The ability to coordinate the resolution of technical and business problems while managing multiple tasks and priorities.
- A very strong aptitude for networking, servers, desktops, and software.
- Practical knowledge of computer applications and life cycles, including security and risk management aspects & issues.
- Working knowledge of MS servers, IP-phone, A/V and POS hardware & software.
- Virtualization (VMware, Hyper-V)
- MCSA and MCSE certification preferred.
- Strong analytical skills, good interpersonal skills, and the ability to effectively work in a team.
- Keeps abreast of technological change and participates in team vetting of appropriate systems for the Aquarium environment.
- Excellent communications (written and verbal) and customer service skills.
- Self-motivated.
- Attention to detail.
Working Conditions:
- The incumbent will work in a shared office environment.
- Willingness and ability to work during property operating hours, including weekdays, weekends, holidays, and evenings.
- Job will require the ability to safely reach, stretch, and bend on a regular basis.
- Education resources may be provided.
SALARY RANGE: $36 - $46 PER HOUR
