IT Support Technician

SAIT • Calgary, AB

35d • Hybrid

About The Position

The IT Support Technician provides second-level technical support for staff, faculty, and students. They handle incidents and requests escalated from the Service Desk, performing in-depth troubleshooting, analysis, and resolution across hardware, software, and network environments. The role requires strong technical aptitude, excellent communication, and the ability to collaborate with both junior and senior technical teams. IT Support Technicians research complex problems, identify root causes, implement long-term fixes, and contribute to projects that enhance service quality and operational reliability.

Requirements

• Diploma in Information Systems, Computing Technology, or related field.
• 3-5 years IT support, endpoint management, or technical operations within an enterprise or higher-education environment.
• 2-3 years ITSM systems and ticket lifecycle management (e.g., ServiceNow, Jira, Remedy).
• Exceptional communication and interpersonal skills; able to translate technical information for diverse audiences.
• Analytical thinker with strong troubleshooting, diagnostic, and documentation abilities.
• Effective time management and ability to prioritize in dynamic, multi-tasking environments.
• Demonstrated collaboration skills and commitment to team success.
• Process-oriented mindset focused on standardization, repeatability, and service improvement.
• Strong understanding of Windows and macOS environments, and authentication systems.

Nice To Haves

• Bachelor's degree in Computer Science, Information Systems, or related discipline.
• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundations, JAMF or Intune certification.

Responsibilities

• Responds to complex incidents escalated to the Service Desk, providing remote, on-site, and face-to-face support.
• Performs root cause analysis and implements long-term corrective actions for recurring issues.
• Supports system upgrades, deployments, and integrations, ensuring minimal disruption to users.
• Communicates technical solutions in accessible terms to non-technical clients.
• Oversee the setup, configuration, and recovery of endpoint devices and peripherals.
• Manages deployment, replacement, and lifecycle tracking of assigned hardware.
• Ensures asset and inventory records are maintained accurately in accordance with ITS standards.
• Creates clear documentation, standard operating procedures, and training materials for both end users and Service Desk staff.
• Provides informal coaching and mentorship to junior technicians to improve first-contact resolution and overall team capability.
• Identifies process and system inefficiencies, proposes enhancements, and assists with small technical projects or pilot initiatives.
• Collaborates with ITS teams including Endpoint Administration, Systems Administration, Classroom Technology, Audio Visual, Cloud & Infrastructure to resolve cross-functional issues and enhance operational maturity.
• Maintains knowledge in emerging technologies, institutional tools, and IT processes.
• Participates in change management activities to anticipate and mitigate user impacts.
• Demonstrates initiative, accountability, and alignment with SAIT First Principles.

Benefits

• Generous time off to pursue other passions and support your wellbeing
• SAIT paid premiums for medical, dental, and vision benefits so you, and your family, are well supported
• Benefits supporting mental health and access to Greenshield + for virtual therapy at a reduced rate
• Access to a Health Spending or Taxable Spending Account
• Professional development opportunities through our Free Seat Program, tuition support, access to LinkedIn Learning and discounted Continuing Education & Professional Studies courses
• Defined Benefit pension through LAPP to help you retire with confidence
• Excellent dining options on campus
• Free access to our fitness facilities and group fitness classes

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree