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IT Associate - Vancouver

Inside the TED organization, we create the TED Talks video series, the globe-spanning TED Fellows program, the TED-Ed movement to support learners of all ages, and many more idea-driven initiatives. And it's all powered by our world-class technology.

 

Our work is centered on the continuous improvement for users to easily access ideas and spread them far and wide within their communities. This is an opportunity to join a team that believes passionately in the power of ideas to change attitudes, lives and, ultimately, the world. 

 

We are looking for an IT Associate who will primarily be responsible for Tier 1 helpdesk support for the TED organization. You’ll work to resolve trouble tickets efficiently and keep the queue triaged. You’ll also be the friendly face of IT support on-site for our Vancouver team. This will include on-boarding new staff, setting up new computers, and general equipment troubleshooting of computers, printers and desk phones. As well as general maintenance of the office video conference systems. 

This position is based in Vancouver, BC.

Who are you? 

  • You have 2+ years of experience in IT support or helpdesk.
  • You’re passionate about customer support and guiding users through various problems & platforms.
  • You are excellent at troubleshooting in iOS, Mac OS X and Apple hardware.
  • You have experience with G Suite (Gmail, Google Drive and Docs, etc).
  • You understand the trouble ticket queue and know your way around a trouble ticketing system (Zendesk a bonus).
  • You are knowledgeable with printer troubleshooting and desktop phones.
  • You’ve worked with supporting video conferencing systems (experience w/Bluejeans a plus).
  • You’re a problem solver; ready to tackle any situation with an open mind.
  • You’re a self-starter; able to work independently and as a team member.
  • You’re friendly and personable. 
     

What will you do? 
 

  • Work closely with the IT Manager and IT team in the New York office to manage IT support for the Vancouver office.
  • Troubleshoot hardware and software related issues for TED staff via ticketing system (Tier 1 Support).
  • Triage the ticketing queue, ensure tickets are resolved from start to finish and escalate as needed.
  • Setup and deploy desktop equipment (laptops, monitors, phones etc..) for new & existing employees .
  • Work with the HR & IT teams to on-board new employees.
  • Install software, patches, updates on desktops, laptops & peripheral equipment.
  • General support and maintenance of the video conference equipment (iPads, TV’s & connected devices).
  • Maintain documentation for TED staff and for the IT support team (includes reference documents, How-to’s, Step-by-Step documents etc.)
  • Jump onto various projects with confidence during times of need. Other duties and special projects as may be assigned from time to time. 

 

At TED we value:
 

  • Effective workflows - Team members that are willing to contribute, however possible, to ensure overall effectiveness of position.
  • Communication and collaboration -  Our team has excellent written and oral communication skills (ability to create & maintain technical documentation).
  • Structured support - Team members have regular support and mentoring from vertical leads, Directors, and the CTO.  
  • Professional Development - All employees receive a $1,000 professional development stipend annually. 
  • Work-life balance - Although hard-working, we actively promote a work-life balance and offer a 2- week summer break and 1-week winter break in addition to paid time off.
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