Job Description

:
IT SERVICE DESK TECHNICIAN
BUSINESS TECHNOLOGY SERVICES

NorQuesters are difference makers and we’re searching for someone dedicated to making a difference to join our Technology Support Services team as an IT Support Desk Analyst.

Like NorQuest College, our team provides an inclusive, diverse and compassionate environment. Our team comes together with a common goal of providing all students, staff and faculty with basic computer support in a fast-paced environment. We are seeking someone with great customer service and communications skills to help our students, faculty, and staff.

Reporting to the Team Lead, the successful candidate will thrive in showcasing our values of finding ways forward by providing computer support and customer service for students, staff and faculty. The IT Support Desk Analyst is the single point of contact for end users regarding issues, inquiries and requests as they relate to computers, telephony and IT network. Client interactions may include, but are not limited to, walk-ins, phone calls, e-mail, instant messaging, chat and the web portal. The IT Support Desk Analyst will document and track all interactions with the end user via the IT Service Management system
HOW YOU'LL MAKE A DIFFERENCE

Provide technical assistance for students, staff and faculty:

• Be the single point of contact for computer related questions, issues and concerns.
• Track all end user interactions within the IT Service Management (ITSM) system.
• Perform simple to intermediate troubleshooting concerning desktop computers, laptops, mobile devices, telephones, network connectivity, file permissions, storage and printing.
• Perform administrative tasks as well as create and update documentation.

Basic administration and management of user accounts, mailboxes, and applications:

• Modify existing Active Directory (AD) account information.
• Add, remove, enable and disable AD accounts.
• Reset user passwords and manage permissions for the network, applications and software.
• Troubleshoot e-mail related issues.
• Provide Bring Your Own Device (BYOD) and rental equipment support.

WHAT YOU BRING

• A post-secondary certificate or diploma in a related field.
• Equivalencies will be considered.
• Minimum 1-year experience providing customer service in a help desk, service desk, computer support or technical support capacity.

WHAT MAKES YOU A DIFFERENCE MAKER

As a difference maker you bring:

• Ability to multitask and prioritize workload while ensuring quality service is being delivered to clients.
• Excellent troubleshooting and problem-solving ability.
• Demonstrated experience working with IT Service Management (ITSM) tools.
• Work independently and in a team environment.
• Ability to focus and work with interruptions.
• Able to handle change and deal appropriately with stressful situations.
• Strong organization and time management skills with the ability to work well under pressure.
• Proficient computer skills including familiarity with Windows & Microsoft Office products.
• Strong interpersonal, customer service, communication and leadership skills.

SALARY: $40,965 - $51,324 reflective upon what you bring AKA your education and experience. This is a full-time permanent position with immediate access to our great pension and benefit programs.

We offer flexible work options. We strive for balance between a flexible work environment, connectedness to the campus community, and ensuring NorQuesters are set up to succeed in their roles and responsibilities.

COMPETITION NUMBER: 2022-3608

CLOSING DATE: September 1, 2022

APPLY TO BECOME A NORQUESTER: If this opportunity delights you and your expertise will shine in this role, we invite you to apply for this position online by uploading your resume and cover letter combined as one document.

PSST: Only candidates shortlisted for an interview will be contacted and we’ll make sure to do this within 28 days of the closing date.

Difference Makers. If we were to describe what NorQuest College is, we’d say these two words. We are so fundamentally driven in our mission to make a difference to our students, our community, and to our fellow NorQuesters, that it guides what we do, who we meet, and where we are headed.
So how do we make differences?

• We empower NorQuesters. When it comes to working, it’s up to you to decide where (on campus or from another location) and how you work. NorQuesters are expected to embody our Qs—lead from where you are, be dependable, find ways forward—to name a few, but how you do that is your choice!
• We unlock potential. Whether its newcomers to Canada who want to improve their English, students who want to complete their academic upgrading, learners pursuing post-secondary education, or anyone who wishes to strengthen their skills through professional development, our passion to educate touches people of all levels and all backgrounds.
• We strengthen Alberta. From our graduates who hit the ground running, to our partnerships with government, industry, and business, to our commitment to communities, including a dedicated focus on Indigenous communities, we contribute to our province and make it stronger. We strive to be an employer of choice for First Nations, Metis and Inuit people in Canada by leading, supporting, and being an ally through our work toward decolonization, reconciliation, and Indigenization.
  
  
  

And that’s a snapshot of how we are Difference Makers. But there’s so much more to us and we invite you to explore further!