Technical Support Specialist

at  Northern Lakes College

QUALIFICATIONS:

• College diploma in Information Technology or a certificate or a degree in a related field.
• 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.
• Experience meeting deadlines and ability to solve problems with sense of ownership.
• A+ certification, or other certifications and training may be considered. Examples of other preferred training could be Microsoft certifications, virtualization training and certification, CCNA, ITIL.
• A combination of education, training and experience may be considered.
• Must provide a clean Criminal Record Check and a Valid Class 5 driver’s license prior to commencement.
  This position is covered under the Collective Agreement between Northern Lakes College and the Alberta Union of Provincial Employees.
  Successful candidate must provide University or College Transcripts to Human Resources prior to commencement.
  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-2183 to: Northern Lakes College, Human Resources, 1201 Main Street SE, Slave Lake, AB T0G 2A3 or alternatively Fax: 780 849-5881.

JOB DESCRIPTION

Title: Technical Support Specialist
Department: IT Services

SKILLS/KNOWLEDGE

• Knowledge and experience with installation and support of Windows based computers and software in an education environment.
• Ability to quickly identify and diagnose issues and resolve or escalate where appropriate.
• Experience with Windows workstation remote assistance.
• Familiarity with any learning management systems is an asset.
• Strong Communication skills; this includes written and oral skills to effectively communicate with students and staff in-person, on the phone, email/chat or other methods.
• Familiarity with using helpdesk software will be an asset.

QUALIFICATIONS:

• College diploma in Information Technology or a certificate or a degree in a related field.
• 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.
• Experience meeting deadlines and ability to solve problems with sense of ownership.
• A+ certification, or other certifications and training may be considered. Examples of other preferred training could be Microsoft certifications, virtualization training and certification, CCNA, ITIL.
• A combination of education, training and experience may be considered.
• 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.

• Providing technical support remotely and in-person, 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 monitoring inventory of Northern Lakes college IT equipment and devices.
• Provide on-the spot 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 meetings.
• Perform other relevant duties as assigned.