Division
VP Administration and Finance
Department
Information Technology
Campus
Nanaimo campus *Successful candidates must be able to attend in person on campus as required.
Location
Nanaimo, British Columbia
Appointment Type
temporary full-time
Workload
Monday to Friday, 35 hours per week.
Pay Level
VIUFA IT Group A: $63,422 - $74,614 per annum (prorated if part-time).
Starting Salary
Normal starting salary placement is $63,422 per annum. This position is eligible for annual salary increases as outlined in the Collective Agreement
Appointment Start Date
27-Jul-2026
Appointment End Date
31-Mar-2027
Additional Information
Appointment may end early or be extended.
Applicant Documents
CV/Resume, Cover Letter, Qualifications , Name and contact information of recent supervisors willing to provide a reference
Duties:
Reporting to the Manager, Client and Classroom Technology, the Client and Classroom Support Technician provides frontline, in-person technical support for VIU's instructional and administrative environments. This role responds rapidly to classroom and endpoint support requests, performs first-level troubleshooting, and ensures that learning spaces and end-user devices remain operational and ready for use.
The technician resolves routine issues and escalates more complex problems to the next level of support or the appropriate technical team. The position contributes to maintaining a stable and user-friendly technology environment by supporting classroom AV systems, endpoint devices, and related technologies. The technician may also participate as a resource in technology projects under the direction of the Team Lead or other designated technical lead.
Responsibilities will include but are not limited to:
- Respond promptly to classroom technology issues, rapid-access calls, and frontline support requests, ensuring minimal disruption to teaching and learning activities.
- Perform first-level diagnosis and troubleshooting of classroom AV systems, computers, peripherals, connectivity issues, and standard software applications.
- Ensure classrooms, labs, and shared learning spaces are operational by conducting equipment checks, verifying functionality, and addressing routine issues before scheduled use.
- Resolve routine endpoint and classroom technology problems and escalate more complex issues to the next level of support or the appropriate technical team.
- Prepare, install, test, and maintain user devices and basic classroom technology equipment, following established procedures and configuration standards.
- Assist with the setup, deployment, and recovery of technology for instructional spaces, events, and scheduled activities.
- Maintain accurate records of work performed, including ticket updates, documentation, and user communications, in accordance with IT service management practices.
- Contribute to the creation and maintenance of technical documentation, quick-reference guides, and knowledge base materials for both users and IT colleagues.
- Participate as a project resource, following direction from a Team Lead or designated technical lead, particularly during classroom refreshes, technology upgrades, and endpoint deployment initiatives.
- Track, manage, and assist with the movement and organization of equipment, ensuring appropriate handling, storage, and inventory accuracy.
- Promote a positive work atmosphere by interacting and communicating in a professional manner that demonstrates mutual respect with students, faculty, and colleagues.
- Perform other related duties as assigned.
Working Conditions
- This is an onsite, in-person position supporting instructional and administrative spaces across VIU facilities.
- Frequent movement between classrooms, labs, offices, and other campus locations is required.
- Work may involve standing, walking, bending, reaching, climbing stairs, and navigating active classroom environments.
- Movement between buildings often requires traveling outdoors across a hillside campus, including stairs and sloped pathways, with routine exposure to rain, wind, and other weather conditions throughout the year.
- The role requires the ability to lift, carry, and move equipment (typically up to 20-25 kg) following safe-handling practices.
- Work schedules may vary to support classroom readiness, scheduled upgrades, or time-sensitive activities within a 35-hour work week.
- Work may take place in environments with frequent interruptions, time-sensitive issues, and direct interaction with students, faculty, and staff.
- Travel between VIU sites may be required depending on operational needs.
Successful candidates will participate in a wide range of activities, including, student support; institutional, faculty and departmental committee meetings and other initiatives; and professional activities in keeping with their disciplines in and outside the institution.
Required Qualifications:
Two-year diploma in Information Technology, Computer Systems, or a closely related applied IT field.
An equivalent combination of education and experience may be considered.
- Experience providing customer-facing technical support in an IT or technology-enhanced environment.
- Experience troubleshooting routine issues with endpoint devices, operating systems, connectivity, or classroom/workplace technology.
- Experience updating tickets and documenting work within an IT service management system or similar tracking tool.
- Experience communicating technical information clearly to users in person, by phone, or through written channels.
- Foundational knowledge of Windows and macOS operating systems.
- Understanding of basic networking concepts such as Wi-Fi connectivity, IP addressing fundamentals, DHCP, and cabling.
- Ability to diagnose and resolve routine issues with computers, peripherals, and basic classroom technology equipment.
- Strong communication skills to explain technical information clearly and professionally to users with varying levels of technical comfort.
- Strong verbal and written communication skills to support clear documentation, user guidance, and team communication
- Ability to follow established procedures and escalate issues appropriately to the next level of support.
- Ability to work effectively and cooperatively with a diverse group of students, faculty, and colleagues.
- Ability to maintain accurate documentation and ticket updates in an IT service management system.
- Ability to work efficiently in fast-paced or time-sensitive situations, particularly during instructional hours or term-start periods.
- Ability to safely lift, carry, and move equipment (typically up to 20-25 kg) and navigate classroom and office environments.
Preferred Qualifications:
- CompTIA A+, IT Fundamentals+, or similar entry-level technical certification.
- Experience supporting classroom, instructional, or workplace technology in a hands-on environment.
- Familiarity with IT service management (ITSM) tools and incident/request workflows.
- Exposure to endpoint deployment or management tools (e.g., imaging processes, Intune, Jamf, or similar).
- Experience working in a post-secondary institution or other large, multi-site organization.
VIU is pleased to offer eligible employees a comprehensive benefit plan; ample paid holiday time; professional development opportunities and a desirable pension plan. As part of the VIU campus community, our employees work with supportive colleagues within an encouraging environment and are provided with the tools and training that promote learning and development. The perks of VIU employment are multiple, and include well-being initiatives and services, strategic discounts, and flexible work opportunities.
Note:
- Short-listed candidates must provide original transcripts, or applicable original certifications at time of interview.
- All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.
- Vancouver Island University (VIU) is collectively committed to building and sustaining a diverse and inclusive working and learning environment for faculty, staff, and students. In our journey towards greater diversity, we invite applications from members of equity-seeking communities including women, racialized and Indigenous persons, persons with disabilities, persons of all gender identities and sexual orientations who bring value to the VIU community through their lived experiences. We encourage members of all equity-seeking groups to self-identify within their application cover letter. When a candidate voluntarily discloses this information in their cover letter, the information will be used only for the fulfillment of the career opportunity. Disclosure and/or self-identification with an equity-seeking group will not lead to advantageous treatment of a candidate who is not qualified.
