Academic Application Specialist

The Opportunity
This position is responsible for the life cycle management and maintenance of classroom computers and connected technologies. The incumbent will respond to classroom incidents and requests, provide ongoing support for implemented solutions, troubleshoot classroom problems, and maintain concise documentation. You will also act as an escalation point if the issues cannot be resolved on first contact at the Service Desk. In addition, you are responsible for effectively and efficiently escalating technical issues to other ITS support groups, collaborating and creating efficiencies to meet service level targets
The Role
Understand specialized aspects to labs designed to teach various industry skills to students
Understand the commercial software and their lifecycles in portfolio
Determine software loads in classrooms based on program knowledge and campus classroom schedule
Deploy required software to classroom computers
Respond effectively to classroom escalations for specialized software, customized educational environments and special hardware
Evaluate current issues from service desk for root cause and solutioning Troubleshoot specialized classroom technology issues and document in detail fixes
Liaise with server and network teams to recommend modifications to infrastructure in classrooms to support course delivery (e.g., network port additions, appropriate VLAN configurations and port openings)
Monitor and prioritize ServiceNow service ticket queue that has been escalated by the Service Desk
Respond to the technology needs and inquiries of students, staff, and faculty, ensuring a professional and prompt response. Explain complex technical issues in plain language, deploy designed solutions, and follow-up to ensure the stability and functionality of end user computer systems.
Provide ongoing support maintenance of implemented classroom technology solutions. Including new versions or using an established solution to rebuild an environment.
Consult faculty and academic chairs to forecast future technology needs in classrooms. Advise on upgrades, software, and hardware to ensure compliance with SAIT licensing and system standards.
Collaborate and mentor peers, contractors, and students to facilitate cross training of information
Create and distribute documentation and train Service Desk staff on new technology deployments.
Travel to remote campus' and provide same consistent level of support 2
Partake in professional development opportunities to upgrade skills that support ITS delivery.
Special projects and duties as assigned.

**Qualifications**:
**Education & Experience**:
2-year Post-Secondary Diploma or 4-year Post-Secondary Degree in Information Systems or equivalent
5+ years of Windows OS deskside support troubleshooting software and hardware
5+ years using enterprise network deployment tools, such as MS Endpoint Manager
2+ years using MS Intune
Experience with IT Service Management ticketing systems
Excellent communication and collaboration skills in high pressure situations
Ability to react quickly under high levels of support requests and adjust priorities accordingly
Demonstrated critical thinking, analytical skill with the capability of making appropriate judgement calls in a variety of technology support situations.
Experience with PowerShell and/or scripting/programming
Experience with Active Directory object, OU, and GPO management
Experience with MacOS
Experience with Hyper-V and VMWare Workstation building and maintaining Virtual Machines
Experience with MS Teams and SharePoint environments
**Qualifications, Certifications or Designations**:
Class 5 Alberta Driver's license
CompTIA A+
ITIL Foundations
**Microsoft 365 Certified**: Modern Desktop Administrator Associate
**Job Classification**: P2054 - Programmer Analyst II
**Salary Range**: $57,000 - $90,000
**# of positions**: 2
**Posting End Date**: December 10, 2024