The Information and Technology Services (ITS) Department provides the technology and innovation needed to assure SAIT student, faculty and staff success. To achieve our goals, ITS needs energetic, forward thinking technology professionals that strive for excellence. The ITS Department is seeking a PC Support Specialist.
This position is responsible for providing technical support to users at the Service Desk, if offices and in the classroom. The incumbent is responsible for effectively and efficiently escalating technical issues, collaborating with other support teams, and creating and implementing efficiencies within the Service Desk team. This position provides customer service for the entire campus on behalf of the Information Technology Services (ITS) department.
The Role
- Ensure professional and prompt response to users at the Service Desk, in offices and in the classroom.
- Provide technical support for SAIT staff and student laptops, and BYOD devices.
- Provide access to network resources to SAIT users and the general public.
- Assign, retrieve and keep accurate records of computer equipment.
- Monitor, prioritize and resolve technical tickets.
- Communicate with users and other support teams on the status of current resolution efforts as needed.
- Report to the Service Desk Supervisor any issues that need to be escalated to management or require urgent attention.
- Identify areas of improvement at the Service Desk and work with the Service Desk Supervisor in developing and implementing solutions.
- Collaborate with and mentor peers, contractors and student workers.
- Make sure common issues and system configurations are being documented in the knowledge base and user self-serve guides.
- Collaborate effectively with all Information Technology Services staff/teams.
- Ensure that the Service Desk operations are aligned with institutional policies and procedures.
- Participate in SAIT and ITS committees as required.
- Special projects and other duties as assigned.
Qualifications
- Diploma in a computer related field
- At least 2 years of combined computer support and customer service experience.
- Experience working in a post-secondary environment.
- Experience using MS SharePoint and Teams.
- Experience with IT Service Management ticketing systems.
- CompTIA A+
- ITIL Foundations