Desktop Support Specialist

The Calgary Board of Education (CBE) is the largest school board in western Canada with over 140,000 students and 16,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals.

When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success.

Competition Close Date: Tuesday, December 16, 2025 at 11:59pm

Calendar: 12 Month

Salary: Staff Association Grade G, $37.92 to $47.86/hour

FTE: 1.0, 35 hours/week

Responsibilities:

• Determines the nature of reported problems and decides on appropriate actions required for problem resolution. Uses workstation/network troubleshooting, monitoring, tuning and analyzer tools for both hardware and software problems. Uses Service Unit Technology Support (SUTS) and third party knowledge bases for technical information. Refers cases and maintains client follow-up to other sections within Information Technology Services (ITS), Electronics department or vendors for resolution when appropriate.
• Provides second level phone support for CBE users. This can be directly over the phone or in assisting the Helpdesk staff in their role. Provides guidance to Helpdesk staff in more advanced technical issues.
• Provides assistance in the consultative coordination of local support resources allocated by the service units.
• Provides clients with information, advice, and recommendations regarding appropriate use of technologies to enhance business procedures and practices.
• Meets with CBE service unit staff and provides guidance referring to approved standards, provides consultation and recommendations regarding equipment and software configurations and environment upgrades.
• Sets up and configures workstations (including printers and other peripherals) and software applications and integrates them into a network environment. Assists CBE approved vendors and partners in the hands-on implementation of new technology within service units.
• Configures workstations for local- and wide-area networking. Installs network cards, sets up network connections to servers, establishes proper network addresses and installs network related software.
• Assesses performance of technologies and makes adjustments for fine-tuning to acquire maximum benefit in the end user experience.
• Provides input to Senior Analysts in Service Unit Technology Support and to decision-makers in the service units on client's training requirements and provides recommendations on training options.
• Tests new hardware and software products and assesses product suitability to meet clients' needs as well as compatibility of integrating with suite of products in use within service units at the Calgary Board of Education. Identifies and reports potential implications and impacts. Provides input to the development of standards for hardware, software, and configuration standards. Sits on project teams and provides expertise to system standards relative to their area of expertise.
• Adheres to Service Level Agreements between ITS and the service units. Monitors to ensure they are being executed properly and advises management if adjustments need to be made that would better meet the needs of the service units.
• Liaises and consults with vendors on behalf of clients. Decides when problems are most appropriately referred to suppliers for warranty work.
• Maintains knowledge of security practices and checks for proper security practices and/or security breaches. Reports security incidents immediately to appropriate personnel.
• Represents the work section at various service unit based user group meetings (e.g. service unit technologists, Web Administrators, Outlook Key Users).
• Maintains current in the technology field and in the varying service unit technology environments.
• Performs related responsibilities as assigned.

Qualifications

Education and Experience

• Two year post-secondary diploma in computer-related discipline
• One year of progressively more responsible experience in related capacity
• Completion of a Microsoft Certified Systems Engineer (MCSE) certificate or an equivalent microcomputer applications post-secondary certificate combined with two years of related experience will also be considered
• An equivalent combination of directly related post-secondary education and directly related experience may be considered

Demonstrated Skills and Competencies

• Proficiency in Windows and NT networks
• Knowledge of wide area network environment as well as UNIX and/or VMS is highly desirable
• Ability to function effectively and independently in an atmosphere of constantly changing priorities with time/pressure commitments and very demanding client base

• Strong organizational skills and the ability to multi task

• Effective interpersonal, communication and customer service skills

• Ability to work effectively in a team-based environment is required
• Personal suitability.

NOTE: This position requires travel between sites and therefore must provide personal transportation.

Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed.

Are you looking for an opportunity to join a team where your contribution makes a positive impact on the lives and learning of more than 125,000 CBE students? The Calgary Board of Education is looking for exceptional professionals to join our team. Our employees are highly valued and recognized, a career with the CBE offers incredible opportunities, rewards and supports.

We thank all candidates for their interest in this position however only those selected for an interview will be contacted.