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Careers at NLC

Careers at NLC

Technical Support Specialist

Information Technology

Location:

Slave Lake or Grouard

Competition #:

NLC-1692

Open To:

All Applicants

Date Posted:

July 9th, 2018

Closing Date:

July 31st, 2018 - 11:59pm

Compensation Rate:

Salary Range: $54,924 to $72,264 per year

Hours Per Week:

36.25

Additional Information:

Northern Lakes College is a publicly governed Comprehensive Community Institution (CCI) with 23 campuses and 5 community access point sites, located in 50 communities across northern Alberta. Diploma and certificate programs include academic upgrading, business administration, office administration, health sciences and human services, trades and technology, university studies, and a variety of continuing education and corporate training certificates and courses. We support and promote professional development and wellness opportunities, and provide our employees with an attractive benefits plan and competitive salaries. The college’s service region offers numerous recreational activities for the entire family to enjoy!

Northern Lakes College has the following full time position available:

Technical Support Specialist

Reference #NLC-1692

Salary Range: $54,924 to $72,264 per year

August 2018 to ongoing

Location: Grouard or Slave Lake

Qualifications:

  • College diploma in Information Technology or a certificate or a degree in a related field.
  • A+ certification, other certifications and training may be considered. Examples of preferred training are MCP, VMware training and certification, CCNA, ITIL.
  • At least 2-years’ experience working as a PC technician or related activity troubleshooting and repairing computers and supporting clients in the use of computer technologies. Supervisory experience in a call center environment will be a distinct advantage.
  • Experience meeting deadlines and ability to solve problems with sense of ownership.
  • Valid Class 5 Drivers license

Suggested Additional Qualifications:

  • Exceptional customer service orientation

For complete details on this employment opportunity, visit us online at: www.northernlakescollege.ca click on Careers at NLC

Please submit a resume quoting the reference number NLC-1692 to:

Northern Lakes College, Human Resources, 1201 Main Street SE, Slave Lake, AB  T0G 2A3 

Fax: 780-849-5881

Closing Date: July 31, 2018

Note: Northern Lakes College thanks all applicants for their interest in employment; however, only those candidates selected for interviews will be contacted.

Job Description

Title:
Technical Support Specialist

Department:
IT Services

Major Job Function:
The IT Technical Support Specialist will deliver technical support via phone, electronic chat or e-mail, help identify and address problem trends, and assist with the logistics of providing onsite technical support specialists where required by staff, students and other College Users. As a dedicated source of remote support for various computer applications and hardware (desktops, laptops, tablets and smartphones), this role will provide “always attended” backup coverage for the IT Service Desk.

Technical support responsibilities include receiving, prioritizing, documenting, promptly resolving end-user requests for support and escalating persistent, trending or other incidents as appropriate to the responsible IT staff and/or IT management. Problem resolution may involve the use of diagnostic and request tracking tools, and the scheduling and dispatch of an on-site technical support specialist in situations where remote support is not possible.

Responsibilities will involve the identification, tracking and reporting of recurrent problem trends and supporting the IT director with the prioritization, dispatch and logistics for on-site support activity carried out by technical support specialists. This position may also be called upon to provide backup support to the analyst team and involve responsibilities such as testing and remote deployment of pre-packaged software using distribution tools and processes.

The Technical Support Specialist will always behave courteously and respectfully while interacting with users, projecting a positive image of Northern Lakes College and the Information Technology department. Travel is not expected to be a regular requirement for this role, but may be required in times of peak activity or other exceptional circumstances. 

This position can be located in Grouard or Slave Lake. 

Duties and Responsibilities:

  • Providing technical support and remotely troubleshoot problems with computer hardware, software, audio visual systems, phone systems and other equipment
  • Providing consistent backup service desk support and coverage when other Technical Support Specialist are away on on-site responsibilities.
  • Assist in the prioritization, dispatch and logistics for technical support specialists.
  • Assist in monitoring inventory of Northern Lakes college IT equipment and devices.
  • Provide on-the spot instruction user instruction and advise users on how to access available documentation when required.
  • Develop help sheets and Frequently Asked Questions where appropriate
  • Contribute to the internal knowledgebase, document actions taken for future re-use and identify opportunities for improvement.
  • Collaborate with other IT team members towards ensuring the overall integrity, security and performance of IT systems 
  • Providing input and updates at IT Huddles, Scrums and Process Improvement sessions.
  • Perform other relevant duties as assigned.

Skills/Knowledge

  • Knowledge and Experience with installation and support of Windows based computers in education environment.
  • Experience with Windows workstation remote assistance.
  • Familiarity with any learning management systems is an asset.
  • Familiarity with iSupport Software (Helpdesk Management System) will be an asset.
  • Ability to quickly identify and diagnose issues and resolve or escalate where appropriate.
  • Strong Communication skills; this includes written and oral skills to effectively communicate with students and staff.

Contact (Internal and External):

  • Daily contact with IT and College Staff at various levels
  • Contact with external contractors and service providers
  • Community stakeholders involved in projects
  • Other Colleges/Institutions

Qualifications:

  • College diploma in Information Technology or a certificate or a degree in a related field;
  • A+ certification, other certifications and training may be considered. Examples of preferred training are MCP, VMware training and certification, CCNA, ITIL;
  • At least 2-years’ experience working as a PC technician or related activity troubleshooting and repairing computers and supporting clients in the use of computer technologies. Supervisory experience in a call center environment will be a distinct advantage;
  • Experience meeting deadlines and ability to solve problems with sense of ownership;
  • Valid Class 5 Drivers license.

Suggested Additional Qualifications:

  • Exceptional customer service orientation.
  • Ability to effectively prioritize and execute tasks in a high-pressure environment.
  • Experience working in a team-oriented, collaborative environment.
  • Ability to research and investigate a wide range of computing issues as required.
  • Ability to absorb and retain information quickly.
  • Ability to present ideas in user-friendly language.
  • Highly self-motivated and directed.
  • Attention to detail.
  • Strong analytical and problem-solving abilities.

Work Conditions:

  • Occasional evening and weekend work to meet deadlines.
  • Sitting for extended periods.
  • 25-hour onsite work week.
  • Frequent operate of computer keyboard, mouse, and other computer components.
  • Occasional lifting and transporting of moderately heavy objects, such as computers, projectors and peripherals.
  • Occasional use of power tools on site.
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