IT Help Desk Analyst

The Langley School District is situated on the traditional unceded territories of the Matsqui, Kwantlen, Katzie, and Semiahmoo First Nations. At Langley School District, we prioritize student success through a holistic approach to education, valuing both academic achievement and personal growth. Our dedicated team of educators, support staff, and administrators work collaboratively to create dynamic learning experiences that inspire curiosity, critical thinking, and creativity.Joining our team means becoming part of a supportive community that celebrates diversity, innovation, and collaboration. Whether you're a seasoned educator or embarking on your journey in the field of education, Langley School District offers ample opportunities for professional growth and development.The successful applicant will report to the Manager – Technical Services and is responsible for providing technical support to end users via voice, email and remote access tools, on Windows and Macintosh OS environments, phones, tablets and other mobile devices, LAN, WAN and Wifi technologies and some administrative systems.POSTING DETAILSPosition - IT Help Desk AnalystStart Date - Nov 17/25 to May 14/27Employment - Term, Full-time contract (40 hrs/wk)Hours - Monday to Friday (7:30am to 4:00pm)Duties & ResponsibilitiesReceives phone calls, emails, work-order tickets, and in-person visits, and logs them in the Help Desk Tracking System Assigns appropriate priority, categorization and problem description for all Incident Records generated Escalates issues and assigns to appropriate higher-level support when the solution is unknown or cannot be found Monitors and maintains help desk analyst software Reports critical incidents immediately to senior staff to expedite restoration of service or to eliminate the potential for a service disruption situation Completes incident record information to document the incident for tracking purposes and logs problem resolution, other relevant information and follow-up activities Wherever possible, troubleshoots and resolves end-user problems using communication and remote management tools, MDM tools and other automated systems Performs advanced troubleshooting on issues affecting more than one user Communicates IT-related announcements and updates to end users Maintains Help and FAQ documentation on technology setups, configurations, specifications, How-To, etc. and posts updated information on the IT Department website Prepare reports and file documents as directed by the Department Managers Understands and follows defined security processes Makes recommendations that improve operational efficiency and effectiveness Orders, receives, distributes and maintains database for district technology - hardware and software Tracks and ensures the security of technical assets. Keeps abreast of developments in technology Performs other duties as assignedRequired QualificationsPossesses at least 4 years of experience in Helpdesk and first line application support, preferably in an educational environment High school diploma plus a 2-year college diploma in applied technologies, Information Systems or related field − Previous experience with troubleshooting a variety of desktop and mobile hardware, Windows and Mac OS and iOS and related technologies and applications, networks and WiFi technologies, common Enterprise applications Good knowledge of Microsoft Office applications, basic knowledge of user account managementUses good judgement and initiative in identifying, adapting and applying procedures and approaches to address unusual problem situations and resolve most conflicts Demonstrates excellent customer service and interpersonal skills Ability to use courtesy and tact in explaining and exchanging data or information. Excellent organizational and multitasking skills Demonstrates good teamwork, independent decision-making and ability to adapt to changes Physical ability to perform the duties Valid B.C. driver’s licenseFor your application to be considered, all required documents must be included:Resume Email addresses for a minimum of three references (ideally, former supervisors from your most recent/relevant role)Proof of completion of Grade 12/ graduation from high school (or completion of other post-secondary education)Scanned copy of your valid BC Driver’s license Recent copy of your driver’s abstract/history (obtained from ICBC) Copies of relevant post-secondary certificatesPLEASE NOTEIn accordance with the Criminal Record Review Act, successful applicants will be required to consent to a Criminal Record Check prior to employment. We thank you for your interest in the Langley School District; however, only those persons selected for interviews will be contacted.