Technology Support Technician Ii

4 weeks ago

Edmonton, Canada MacEwan University Full time

TECHNOLOGY SUPPORT TECHNICIAN II (INTERNAL ONLY)

**INFORMATION TECHNOLOGY SERVICES**

**Competition No.** 24.11.362

**CATEGORY**

**SALARY**

**CLOSING DATE**
- Full-Time Continuing (35 hours per week)
MSA Band D (Steps 1-8): $26.083 - $37.932 per hour. $47,471 - $69,036 per annum (Based on 35 hours per week).
November 29, 2024**About Us**:

- MacEwan University is where caring faculty help people connect their passions to their future paths. Located in the heart of Edmonton’s diverse and dynamic downtown community, and on the traditional lands of Treaty 6 First Nations and homelands of the Métis people, MacEwan is known for exceptional undergraduate learning. With its dedication to teaching excellence, informed by scholarly research, innovation, and creative activity, MacEwan provides an exceptional collaborative and supportive learning environment with a commitment to human rights, environmental sustainability, and opportunities for community engagement. We are committed to creating an equitable, diverse, inclusive, and welcoming community for all peoples, cultures, and identities.

Our comprehensive undergraduate university offers 55 programs to more than 19,000 full
- and part-time students in business, communications, community and human services, design, fine and performing arts, health, humanities, natural science, nursing, public safety, and social science. Through a wide array of experiential learning opportunities, and strategic relationships in the community, we partner with others to produce graduates of stature. Along with a robust grounding in their chosen disciplines, MacEwan students are given durable life skills that prepare them to take on the world.**Opportunity**:
The MacEwan Technology Support Desk is seeking individuals for Technology Support Technician II for 2 full-time continuing opportunities with the Information Technology Services department.

The Technology Support Desk is the single point of contact for all computer and instructional technology support at MacEwan. This position provides technology support to all students, staff and faculty via live chat, walk up and tickets.

Reporting to the Manager, Technology Support Services, as senior members of the Support Desk team, the incumbents will be responsible for prioritizing, documenting, resolving and following up on end-user help requests. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as collaboration with other team members and departments. This position is also responsible for developing knowledge databases, providing help sheets for paper and web content, and delivering internal training.

Key responsibilities include:

- Receiving and responding to phone, mail and in-person requests for technology-related services University wide. Single point of contact supporting all Staff, Faculty and students;
- Maintaining complete records of service requests, from the initial client contact to job completion. Communicating with users on status of service requests;
- Providing Remote Assistance to University purchased systems for staff and faculty;
- Analyzing and providing appropriate problem resolution. If unable to provide a solution, categorize and prioritizing the problem for escalation including a details summary of the problem. Working with the escalated technician to implement work arounds, test solutions and update end user of status;
- Creating vendor tickets for supported services including video conference hardware issues;
- Testing of new services and systems as part of IT project management and transition; and
- Investigating non-standard software and technical support questions and providing staff members with information as requested.

**This opportunity is for internal applicants only.**

**SKILLS**:
You will have:

- Self-motivation with the ability to prioritize, meet deadlines, and manage changing priorities. Strong networking and hardware technology foundation;
- Strong administrative, organizational, and proven written communication skills, including end-user and training manuals;
- Strong IT Security awareness and knowledge in best practices;
- Extensive operating systems experience, including Windows, Chromebook and MAC Operating Systems;
- Advanced working knowledge of Microsoft Office 365 and Google Cloud offerings with specific demonstrated knowledge of Microsoft Outlook Desktop Outlook on the Web and Outlook for MAC;
- Experience with wireless configuration and troubleshooting on all mobile devices, including iOS, Android, Chromebook and Windows;
- Knowledge of Peoplesoft, Moodle and Cisco would be considered an asset.

**QUALIFICATIONS**:

- A minimum of a post-secondary technical diploma from a recognized institution (minimum 2-year program).
- Industry certification such as: Information Technology Infrastructure Library (ITIL), A+, Networking +, Microsoft Certified Solutions Expert (MCSE) or other certifications relevant to Information Technology wou

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