Job Description

TECHNOLOGY SUPPORT TECHNICIAN

INFORMATION TECHNOLOGY SERVICES

Competition No.

25.10.288

CATEGORY

SALARY

CLOSING DATE

Full-Time Continuing (35 hours per week) MSU Band D (Steps 1-8): $27.671 - $40.242 per hour. $50,361 - $73,240 per annum (Based on 35 hours per week). November 2, 2025

About Us

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MacEwan University is where caring faculty help people connect their passions to their future paths. Located in the heart of Edmonton's diverse and dynamic downtown community, and on the traditional lands of Treaty 6 First Nations and homelands of the Metis people, MacEwan is known for exceptional undergraduate learning. With its dedication to teaching excellence, informed by scholarly research, innovation, and creative activity, MacEwan provides an exceptional collaborative and supportive learning environment with a commitment to human rights, environmental sustainability, and opportunities for community engagement. We are committed to creating an equitable, diverse, inclusive, and welcoming community for all peoples, cultures, and identities.



Our comprehensive undergraduate university offers 55 programs to more than 20,000 full- and part-time students in business, communications, community and human services, design, fine and performing arts, health, humanities, natural science, nursing, public safety, and social science. Through a wide array of experiential learning opportunities, and strategic relationships in the community, we partner with others to produce graduates of stature. Along with a robust grounding in their chosen disciplines, MacEwan students are given durable life skills that prepare them to take on the world.

Opportunity

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MacEwan University is seeking a Technology Support Technician for a ful-time continuing opportunity with the Information Technology Services department.


The Technology Support Technician is the primary point of contact for technology-related support across the university and delivers excellent customer service to staff, faculty, and students with the highest standard of excellence, consistency, and professionalism. This includes receiving, prioritizing, documenting, analyzing, troubleshooting, and actively resolving end-user technology support requests and escalating incidents when appropriate and necessary to maintain service level agreement expectations. You will provide remote and in-person assistance and actively build rapport with end users to foster a positive IT support experience.


Key responsibilities include:

Acting as the primary point of contact and first level of support for day-to-day technology-related support requests for staff, faculty, and students via live chat, ticketing system, and in-person interactions; ensures courteous, timely, and effective resolution of end-user issues; Using remote tools and diagnostic utilities to aid in troubleshooting; Researching solutions through internal and external knowledge base as needed; Escalating cases to the appropriate department with a detailed summary of the troubleshooting steps taken if issues cannot be resolved at the help desk level; Developing and delivering basic training sessions (both online and in-person) on standard university applications and IT services; Creating and maintaining user-friendly documentation for university-supported hardware, software, and systems; Assisting in testing new IT services and systems as part of the university's IT project transitions; and Investigating non-standard software and technical support inquiries, providing information and recommendations to staff and faculty.
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SKILLS

You will have:

Strong foundational knowledge of networking and hardware technology; Strong IT security awareness and knowledge of best practices; Strong knowledge of Windows and macOS operating systems, enterprise applications, and remote support tools; Service-oriented and capable of dealing with a wide variety of stakeholders in a professional, respectful, approachable, and courteous manner; The ability to work effectively under pressure and to remain calm and professional in challenging, fast-paced circumstances; The ability to thrive in a work environment with multiple competing deadlines; Excellent time management and organizational skills; Experience with IT ticketing systems and best practices for incident and problem management; Excellent communication (written and verbal) and interpersonal skills; Flexibility, the ability to multi-task, and easily adapts to changing work environments while consistently meeting deadlines; Strong problem-solving and analytical skills; The ability to work independently and collaboratively in a team environment with minimal supervision; Patience and a willingness to assist users with varying levels of technical knowledge; The ability and willingness to adapt and learn new products to provide support in a changing technical environment; and Knowledge of Peoplesoft and Cisco would be considered an asset.
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QUALIFICATIONS

A minimum of a two-year technical diploma in Information Technology, Computer Science or related field. Industry certifications such as Information Technology Infrastructure Library (ITIL), A+, Networking +, Microsoft Certified Solutions Expert (MCSE), or other certifications relevant to Information Technology would be considered an asset. A minimum of 1 year of experience in IT support, customer service (in-person and/or remote via phone/email), or related role. Experience providing technical support in an educational institution, public service, or large-scale structured IT support environment is considered an asset. Demonstrated hands-on experience in troubleshooting common IT issues. An equivalent combination of education and experience may be considered.
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BENEFITS

When you become part of the MacEwan University team, you will enjoy a competitive salary. Our total compensation package includes:

Competitive base pay Generous vacation time Secure pension plan Flexible benefits package Continuous learning culture * Opportunities for career growth