Information Technology Assistant

About Vancouver Public Library

The Vancouver Public Library is a vibrant institution where learning, enjoyment, community engagement, and recreation come together. As the third largest public library system in Canada, we operate 21 locations and employ over 800 staff members. We annually lend over 5 million items, including books, digital content, and musical instruments, and host nearly 200,000 attendees at our educational and cultural programs.

Role Overview

We seek an Information Technology Assistant located at our Central Library in downtown Vancouver. This in-person role supports the IT Help Centre, which serves as the primary contact point for technical and telecommunications issues faced by VPL staff. The IT Assistant delivers professional and courteous customer service via phone and email, performing analytical troubleshooting for applications, hardware, networks, and telecom systems.

Responsibilities include maintaining lifecycle support for desktop/laptop computers and peripherals, providing in-person assistance to diagnose and resolve issues that cannot be fixed remotely, including equipment delivery, installation, and configuration. Complex issues are escalated to supervisors. The position sometimes requires working alone and operating within a secure IT environment.

Work Environment

The IT Help Centre handles inquiries from internal library departments, managers, subject matter experts, external vendors, and occasionally members of the public. Evening and weekend shifts are part of the schedule, and work hours may vary based on operational needs.

Key Qualifications and Experience

• Completion of a computer sciences certificate or related technical program, or equivalent training and experience.
• At least six months of experience supporting IT or library public services.
• Familiarity with library system software and technologies used in public library environments.
• Experience exercising independent judgment in responsibility-driven roles.
• Call centre or public sector experience is an advantage.
• Client/Customer Service and IT Help Desk certifications considered assets.
• Valid British Columbia driver's license required.

Knowledge and Skills

• Comprehensive understanding of public library services, operations, and organizational objectives.
• Proficient knowledge of integrated library software, PCs, printers, desktop applications, and their configuration.
• Proficiency in Microsoft Windows environments, including Office Suite and Internet Explorer.
• Familiarity with network systems, telecommunications equipment, and library-specific business applications.
• Excellent keyboarding, communication, and interpersonal skills, with fluency in English.
• Strong multitasking ability—handling calls via headset while utilizing multiple computer systems simultaneously.
• Skilled in troubleshooting, documentation, and resolution of technical issues related to software and networks.
• Ability to provide training and guidance to clients and co-workers.
• Capacity to work independently with minimal supervision and collaborate effectively within a team.
• Ability to manage a high volume of calls calmly and diplomatically, adhering to service level agreements.
• Physical capability to handle IT hardware and operate office equipment requiring manual dexterity.

Work Schedule

The weekly schedule may vary, typically including Monday to Friday from 8:00 AM to 4:00 PM, with occasional weekend shifts from 10:15 AM to 6:15 PM. Shift patterns rotate, and changes occur with reasonable notice.

Additional Information

• Employment requires Police Information Check clearance.
• The position is represented by CUPE 391 union.
• The Library values equity, diversity, and inclusion and provides accommodations during the selection process when needed.
• We recognize and honor Indigenous cultures, languages, and histories, especially of the Musqueam, Squamish, and Tsleil Waututh peoples.