Systems & Support Technician

Winnipeg Airports Authority • Winnipeg, MB

23h • Onsite

About The Position

Reporting to the Manager, IT Service Desk, the Systems & Support Technician plays an integral role in the daily IT operations of Winnipeg Airports Authority. This position provides first-line and advanced technical support for users and technology systems across the airport campus, ensuring the delivery of reliable, secure, and customer-focused IT services. Working within IT Service Management (ITSM) best practices, the role supports incident resolution, service requests, system maintenance, user administration, and technology projects while collaborating with other IT teams to maintain and enhance the organization's technology environment.

Requirements

• Post-secondary diploma or certificate in Information Technology, Computer Systems Technology, or a related discipline
• Minimum two years of experience in an IT support, service desk, or technical support environment
• Experience supporting a variety of hardware, software, operating systems, mobile devices, and business applications
• Working knowledge of Microsoft 365, SharePoint, endpoint management tools, and related technologies
• General knowledge of networking concepts, including TCP/IP, switching, wireless networking, VPNs, and cabling infrastructure
• Experience troubleshooting technical issues related to computer systems, peripherals, mobile devices, audiovisual equipment, and network connectivity
• Strong customer service, communication, troubleshooting, and organizational skills
• Ability to prioritize workload effectively and manage multiple competing priorities
• Ability to work rotational shifts and participate in an on-call support rotation as required
• Condition of employment is the ability to obtain and maintain an Airport Restricted Area Identification Card.

Nice To Haves

• Experience working within an ITIL or IT Service Management (ITSM) environment is considered an asset
• Experience with service desk, monitoring, asset management, patch management, or other enterprise IT management tools is considered an asset
• Experience with automation, scripting, reporting, or dashboard creation is considered an asset
• Relevant industry certifications (A+, Microsoft, ITIL, or equivalent) are considered assets

Responsibilities

• Provide day-to-day technical support for end users, systems, applications, and IT services across the airport campus
• Support systems and services throughout their lifecycle, including incident, service request, problem, and change management activities
• Perform onboarding and offboarding activities, including user account administration, workstation provisioning, and access management
• Support and troubleshoot desktops, laptops, mobile devices, printers, and other endpoint technologies
• Assist with troubleshooting and maintenance of network connectivity, network drops, cabling, wireless access points, and related infrastructure in collaboration with senior IT staff and infrastructure teams
• Monitor system, network, and service performance using industry-standard tools and assist in identifying, diagnosing, and resolving issues
• Perform preventative maintenance, patching, updates, and health checks on systems and IT infrastructure
• Support project implementations, system upgrades, technology deployments, and transitions from project delivery into operational support
• Assist with automation, scripting, dashboards, and continuous improvement initiatives to enhance service delivery and operational efficiency
• Create and maintain technical documentation, procedures, knowledge articles, user guides, and support materials
• Maintain accurate records within IT service management and IT asset management systems
• Coordinate with vendors and service providers on troubleshooting, preventative maintenance, and issue resolution activities
• Support audiovisual systems, meeting rooms, collaboration technologies, and end-user technology requirements
• Respond to service requests, incidents, alerts, emails, and calls in a timely and professional manner while meeting established service levels
• Collaborate with IT team members and stakeholders to ensure reliable, secure, and effective technology services
• Perform duties in accordance with IT Service Management (ITSM) and ITIL best practices

Benefits

• Highly competitive salary
• Full Benefits package of Health, Dental & Vision
• DC Pension Plan
• Healthcare Spending Account to use on additional benefit expenses
• Lifestyle Spending Account to use on Wellness expenses such as health and fitness
• Employee Assistance Program
• Supported Training & Development opportunities
• Opportunity to work with a high functioning team of professionals working on a diversified portfolio

What This Job Offers

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