Technical Support Specialist

Additional Information:

For over 50 years, the Northern Lakes College vision has been to increase accessibility to educational opportunities. With 25 locations across northern Alberta, program sites throughout Alberta, and a unique Supported Distance Learning model, students can access quality educational opportunities without leaving their community. Students can study from the comforts of home, work, on the road, or from one of the many College locations. Northern Lakes College offers a variety of university transfer, diploma, and certificate programs, including Academic Upgrading, Business & Administrative Studies, Health & Human Service Careers, Pre-Employment & Apprenticeship Trades, Resource Technology, University Studies, and Continuing Education & Corporate Training certificates and courses. We support and promote professional development and wellness opportunities, and provide our employees with an attractive benefits plan and competitive salaries.

The College service region offers numerous recreational activities for the entire family to enjoy!

Northern Lakes College has the following full-time ongoing position available:

Technical Support Specialist

Reference #NLC-2117

Salary Range: $57,012 to $75,000 per year

March 1, 2024 to ongoing

Location: Peace River

Qualifications:

• College certificate in Information Technology or in a related field.
• At least 2-years’ experience working as a PC technician or related activity troubleshooting and repairing computers and supporting clients in the use of computer technologies.
• A combination of education, training and experience may be considered.
• Experience meeting deadlines and ability to solve problems with sense of ownership.
• A+ certification, or other certifications and training may be considered. Examples of other preferred training could be Microsoft certifications, virtualization training and certification, CCNA, ITIL.
• Valid Class 5 Drivers license
• Criminal record check

Successful candidate must provide a Criminal Record Check, Driver Abstract and University or College Transcripts to Human Resources prior to commencement.

For complete details on this employment opportunity, visit us online at www.northernlakescollege.ca click on Careers. Please submit a resume quoting the reference number NLC-2117 to:

Northern Lakes College, Human Resources, 1201 Main Street SE, Slave Lake, AB T0G 2A3

Alternatively, fax resume to 780 849-5881.

Closing Date: February 11, 2024

Northern Lakes College thanks all applicants for their interest in employment; however, only those candidates selected for interviews will be contacted.

Job Description

Title: Technical Support Specialist

Department: IT Services

Major Job Function:

The IT Technical Support Specialist provides in-person and remote Technical Support as required by staff, students, or other college users. As a dedicated source of support for various computer applications and hardware (desktops, laptops, tablets and smartphones), this role will provide “always attended” backup coverage for the IT Service Desk.

Technical support responsibilities include receiving, prioritizing, documenting, and promptly resolving end-user requests for support. Responsibilities also include escalating persistent, trending or other incidents as appropriate to the responsible IT staff and/or IT management.

Problem resolution may involve the use of diagnostic and request tracking tools, and the scheduling of on-site support in situations where remote support is not possible.

This position may also be called upon to provide backup support to the analyst team and involve responsibilities such as testing and remote deployment of pre-packaged software using distribution tools and processes.

The Technical Support Specialist will always behave courteously and respectfully while interacting with users, projecting a positive image of Northern Lakes College and the Information Technology department.

Travel between Northern Lakes College campuses is required.

This position is located in Peace River, Alberta.

Duties and Responsibilities:

• Providing Technical Support remotely and in-person, troubleshoot problems with computer hardware, software, audio visual systems, phone systems and other equipment
• Providing consistent backup service desk support and coverage when other Technical Support Specialist are away on on-site responsibilities.
• Assist in monitoring inventory of Northern Lakes college IT equipment and devices.
• Provide on-the spot user instruction and advise users on how to access available documentation when required.
• Develop help sheets and Frequently Asked Questions where appropriate
• Contribute to the internal knowledgebase, document actions taken for future re-use and identify opportunities for improvement.
• Collaborate with other IT team members towards ensuring the overall integrity, security and performance of IT systems
• Providing input and updates at IT meetings.
• Perform other relevant duties as assigned.

Skills/Knowledge

• Knowledge and experience with installation and support of Windows based computers and software in an education environment.
• Ability to quickly identify and diagnose issues and resolve or escalate where appropriate.
• Experience with Windows workstation remote assistance.
• Familiarity with any learning management systems is an asset.
• Strong Communication skills; this includes written and oral skills to effectively communicate with students and staff in-person, on the phone, email/chat or other methods.
• Familiarity with using helpdesk software will be an asset.

Contact (Internal and External):

• Daily contact with IT and College Staff at various levels
• Contact with external contractors and service providers
• Community stakeholders involved in projects
• Other Colleges/Institutions

Qualifications:

• College certificate in Information Technology or in a related field.
• At least 2-years’ experience working as a PC technician or related activity troubleshooting and repairing computers and supporting clients in the use of computer technologies.
• A combination of education, training and experience may be considered.
• Experience meeting deadlines and ability to solve problems with sense of ownership.
• A+ certification, or other certifications and training may be considered. Examples of other preferred training could be Microsoft certifications, virtualization training and certification, CCNA, ITIL.
• Valid Class 5 Drivers license
• Criminal record check

Suggested Additional Qualifications:

• Exceptional customer service orientation.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Experience working in a team-oriented, collaborative environment.
• Ability to research and investigate a wide range of computing issues as required.
• Ability to absorb and retain information quickly.
• Ability to present ideas in user-friendly language.
• Highly self-motivated and directed.
• Attention to detail.
• Strong analytical and problem-solving abilities.

Work Conditions:

• Occasional evening and weekend work to meet deadlines.
• Sitting for extended periods.
• 36.25 hour onsite work week.
• Frequent operate of computer keyboard, mouse, and other computer components.
• Occasional lifting and transporting of moderately heavy objects, such as computers, projectors and peripherals.
• Occasional use of power tools on site.