About WCC
Western Community College is a privately held provider of post-secondary education in British Columbia, offering a Bachelor of Hospitality Management degree program and more than 60 career training diploma and certificate programs in the fields of business, accounting, healthcare, education, hospitality, information technology, legal studies, and warehousing, using industry-based market-driven curriculums. We provide a dynamic, collaborative, and engaging learning environment to our students with a very high standard of community-driven post-secondary education
We value diversity, equity, and inclusion. Our college does not discriminate based on race, color, religion, gender, gender identity or expression, sexual orientation, national origin, age, disability, or marital status. We are committed to be an equal- employer and to creating a diverse environment where employees are involved and respected. All qualified applicants will receive the same consideration for employment.
Job Title: IT Support Assistant
Responsibilities
IT Support
- Provide exceptional customer service to in-office and remote staff using various channels of communication
- Perform root cause analysis for various system issues and failures, develop checklists for problems and document procedures
- Monitor support cases in the IT helpdesk system – respond within 30 minutes and manage cases until they are resolved
- Support the technical aspects of in-person and online events
- Maintain supplies and services for printers/copiers
- Provide technical support for a wide variety of equipment (e.g. Windows PCs, Apple Macintosh devices, cell phones, servers, printers, and networking equipment)
- Support the complete Microsoft Office 365 Suite (Word, Excel and Outlook, etc.)
- Provide smooth onboarding of new users and terminations when users leave the organization
- Manage software lifecycle, including acquisition, deployment, updates and licensing compliance
- Evaluate, recommend and implement software solutions that improve efficiency and productivity across departments
- Setup and deploy new equipment (laptops, desktops, phones, etc.)
- Support for and resolve issues of Moodle LMS ( MyWCC – Student Portal)
- Be knowledgeable of and compliant with all the college’s policies and procedures.
- Engage with students, staff and faculty in a collegial and professional manner.
Network Support
1. End-User & Technical Support
- Provide timely technical support to faculty, staff, and students for desktops, laptops, printers, mobile devices, and classroom technology (e.g., smart boards, projectors, and A/V systems).
- Troubleshoot and resolve hardware, software (including MyWCC), and network issues through the IT service ticketing system.
- Conduct IT orientation sessions for new employees and assist with onboarding processes.
- Deliver general IT support and ensure effective service delivery across campuses.
2. Network & Systems Support
- Assist in monitoring and maintaining campus network infrastructure, including switches, routers, wireless access points, and structured cabling.
- Support management of user accounts and access through Active Directory, Office 365, and other college platforms.
- Help ensure the availability and performance of key systems (e.g., SIS, LMS, VoIP) across all college buildings.
- Assist with software updates, patches, antivirus definitions, and resolution of security-related issues.
3. IT Security & Compliance
- Support monitoring of IT systems for performance, vulnerabilities, and potential security breaches; escalate issues when necessary.
- Assist with implementation of IT security protocols and compliance with data privacy regulations (e.g., FOIPPA).
4. Device & Asset Management
- Assist with assignment, tracking, and maintenance of college-owned devices including laptops and other IT equipment.
- Maintain accurate inventory records and documentation for device issuance and returns.
5. Documentation & Knowledge Management
- Maintain records of IT support requests, troubleshooting steps, resolutions, and system configurations.
- Create and update technical documentation, user guides, and internal knowledge base resources.
6. Training & Resource Development
- Support delivery of workshops and training sessions to improve technical skills among faculty and students.
- Create user-friendly academic and support resources (documents, videos) and contribute to the IT Bytes newsletter.
7. Project & Administrative Support
- Collaborate with IT team members on infrastructure upgrades, deployments, and technology improvement projects.
- Support IT planning and implementation of service improvements and technology initiatives.
- Maintain adherence to IT policies and promote best practices within the campus community.
8. Communication & Liaison
- Act as a liaison between the IT department and other departments to support alignment of IT services with institutional needs.
- Work closely with the IT Director to support daily IT operations and departmental initiatives.
9. Online Course & Event Support
- Create and manage Microsoft Teams links for online classes, meetings, events, and workshops as required.
10. Additional Responsibilities
- Perform other related duties as assigned by the IT Director, Registrar, Dean, or President.
Qualification Required
- Bachelor's degree in information technology or related field
- Minimum of two years of recent, related experience working in an IT service capacity, providing customer service and technical support in a networked environment.
Schedule: 40 hours a week with a rotation weekend schedule
Campus: All WCC campuses with occasional visits to the Abbotsford campus
