Information Services Technical Specialist

Six Nations Polytechnic (SNP) is a unique Indigenous Institute, recognized by community, government, and institutions of higher learning, as a Centre of Excellence for Indigenous Knowledge. SNP offers postsecondary, secondary, trades education and training. SNP has formal partnerships with nine publicly funded Ontario Universities and Colleges and collaborates with six Ontario-based Indigenous owned and controlled post-secondary Institutes.

Function & Overview

Reporting to the Director - Information Services, the Information Services (IS) Technical Specialist takes responsibility for day-to-day management of a portfolio of technology offerings. The position is supportive of technical assistance to Six Nations Polytechnic (SNP) staff and students. The position also maintains an onsite presence at Campus as needed and support IT service tickets in real time. The IS Technical Specialist uses their expertise to identify the cause of an issue and work with users through the entire support process until resolution of a problem is complete. The IS Technical Specialist communicates and provides progress updates with users and team members in a highly professional manner.

The IS Technical Specialist is required to perform all duties consistent with the governance values and operating policies of Six Nations Polytechnic (SNP) while fostering positive relations with staff, students, stakeholders, and the community; contributing to a culturally supportive teaching, learning and work environment consistent with Hodinǫshǫ:nih/Rotinonhson:ni values of Ga’nigohi:yo:/Kanikoriio (Respect and the Good Mind).

Duties

The duties of the Information Services Technical Specialist includes, without limitation:
**Technical Duties**
- Maintaining and administering a portfolio of technology assets that support SNP operations including, but not limited to: Campus digital signage, Security systems, Phone Systems, AV Systems, Back Up Systems, Network Infrastructure and Help Desk Software;
- Providing Tier 1 support-Microsoft 365, Powerschool SIS, Ellucian Colleague and BrightSpace by D2L;
- Supporting end users and providing technical assistance for queries and issues related to computer systems, software, and hardware, in coordination with the Information Services Team;
- Troubleshooting to determine the best solution based on the issue and details at hand;
- Guiding end users through problem-solving processes in a timely manner;
- Installing, modifying, and repairing hardware and software according to SNP IS guidelines;
- Assisting in the configuration and effective use of new software;
- Supporting the Information Systems Analyst’s on various additional infrastructure tasks to meet changing organizational needs;

**General Administration**
- Escalating unresolved issues to the next level of support personnel as required;
- Gaining feedback from end users about technological needs;
- Providing accurate information on IT products and/or services;
- Documenting issues and ensuring all solutions are logged and organized appropriately;
- Following up with end users to ensure their issue has been resolved;
- Identifying and suggesting possible improvements on IS procedures;
- Ensuring all issues and solutions are documented according to department policy and procedure;
- Providing respectful, effective, and efficient customer service; and
- Other related duties, as required.

**Qualifications**:
**Education **&** Experience**
- Minimum of 3 years’ experience preferred in an IT setting;
- Experience in a Help Desk setting is considered an asset;
- CompTIA A+/Network+ considered an asset; and
- Experience in an Education focused IT environment is considered an asset.

**Knowledge, Skills **& **Abilities**
- Strong organizational, verbal, and written communication skills are essential;
- Ability to work independently and with mínimal supervision;
- Attention to detail and ability to multi-task is essential;
- Ability to work under pressure and manage priorities to meet demanding deadlines;
- Professionalism with a focus on communication, sound judgement, respect, trustworthiness, and a strong understanding of confidentiality in an IT setting;
- Willingness to take additional training and ongoing professional development;
- A general and current knowledge of Hodinǫshǫ:nih history, culture, values, contemporary issues, community priorities, and stakeholders; and
- Capacity to work both independently and in a team setting, demonstrating Hodinǫshǫ:nih/Rotinonhson:ni values of Ga’nigohi:yo:/Kanikoriio (Respect and the Good Mind).

At Six Nations Polytechnic, we are committed to diversity and inclusion as we continue and expand our efforts to become a more inclusive, safe and respectful workplace. Human Resources will accommodate any needs under the Ontario Human Rights Code (OHRC) and the Accessibility for Ontarians with Disabilities Act (AODA). Recruitment processes will be modified to remove barriers to accommodate those with d