PC Support Specialist

PC Support Specialist
Calgary, AB
Corporate Services – Information Technology Services /
APT Permanent Salary /
On-site
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SAIT’s Information Technology Services department handles all software and hardware needs, as well as technological and networking issues for both employees and students who rely heavily on computer systems across our campuses. Technical support — which includes help with computer hardware and software technical problems, email, audio-visual needs and more — is available to everyone at SAIT, whether the problem occurs at home or on-campus.
The Opportunity
Reporting to the Supervisor, Service Desk, the PC Support Specialist will work as part of the ITS Department and will be responsible for providing technical support to users at the Service Desk, IT offices and in the classroom.
The incumbent will be responsible for effectively and efficiently escalating technical issues, collaborating with other support teams, creating and implementing efficiencies within the Service Desk team. This position will provide 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 Supervisor to develop and implement 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.
• Understands and complies with SAIT’s Occupational Health and Safety policy and related policies and procedures.
• Participates in all HS&E related programs & activities as required, including incident reporting, safe work practices and procedures, and potential hazards management associated with the work environment.
• Ensures all work conducted is performed in accordance with Alberta’s Occupational Health and Safety Act, Regulation and Code, and other legislation as applicable. 

Qualifications & Experience

• Education
• Diploma in a computer related field
• ITIL Foundations certification


• Experience
• Minimum of 2 years of combined experience in computer support and customer service.
• Experience working in a post-secondary institution.
• Experience using MS SharePoint and Teams.
• Experience with IT Service Management ticketing systems.

Job classification: PC SUPPORT SPECIALIST - P2018
Salary range: $47,500 - $52,500
Paid Leave: 4 Weeks Vacation / 14 Flex Days per year
Hours Per Week: 37.5
Posting closing date: April 12th, 2024
View a summary of our benefits and perks for salaried employees as one of Alberta's Top Employers, including health & dental care, pension plan, vacation & special leave and flexible work options at our beautiful inner-city campus.
About SAIT
 
SAIT is a global leader in applied education. Named one of Alberta’s Top Employers , we offer the chance to work with a purpose — preparing the next generation of industry leaders, entrepreneurs, advocates and explorers.
 
Building on our 100+ year history, we’re looking for innovative, bold and collaborative employees who embrace change and deliver world-class customer experiences. Your future starts now at SAIT.
 
Equity, diversity and inclusion (EDI) is essential to achieving SAIT’s vision to be a global leader in applied education. It creates the conditions for a healthy campus where everyone feels welcome, respected and empowered to succeed. SAIT values fairness, shared accountability and the importance of representation. The institution expects a commitment from its students and employees to continuously develop an equitable and inclusive mindset that celebrates diverse experiences and perspectives. Learn more about EDI at SAIT .
BEWARE FALSE POSTINGS AND RECRUITING OFFERS
 
SAIT has been made aware of individuals or organizations posing as SAIT using false postings to attract job seekers and collect personal information. Please be aware that SAIT will never request sensitive personal information beyond what is required for an application.
 
Career opportunities at SAIT will always be posted on the SAIT career site and we encourage applicants to only apply directly through there. When your application is completed you will receive an email confirmation, if you did not receive one please check your junk mail or try applying through the SAIT career page again.
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