Computer Support Specialist

The Opportunity

Keyano’s Information Technology Services (ITS) department is currently seeking two Computer Support Specialists. Reporting to the Service Desk Manager, this position provides hands-on support for computers, printers, network connections, cell phones, instructional and audiovisual equipment, security systems, and other technologies used throughout the College. The successful candidate will work directly with customers to assess and troubleshoot technical issues, manage service tickets, coordinate support, and ensure problems are resolved effectively. This role supports the full lifecycle of technical issues, from initial assessment and troubleshooting through collaboration with other ITS teams, vendors, and technical partners. It also provides opportunities to develop skills across instructional technology, infrastructure, ERP systems, preventative maintenance, training, and service improvement. The position regularly works with confidential and sensitive information and is responsible for maintaining the security and privacy of College personnel, financial, communication, system, and security information.
Note: this is not a remote or hybrid work opportunity, you will be required to work on campus and relocate to Fort McMurray, AB.

About Us

Keyano College is a comprehensive post-secondary educational institution located in Fort McMurray, nested in the Regional Municipality of Wood Buffalo on traditional Treaty 8 territory. We are a strategic community partner that meets both the training and talent upgrading needs of industry, as well as the personal enrichment and cultural needs of the Wood Buffalo community. We take pride in offering a safe work and study environment that embraces Equity, Diversity, Inclusion and Belonging. Our students and customers come from all walks of life and so do we. That is why we are committed to hiring great people from a variety of backgrounds because it makes our employee community stronger.

Duties & Responsibilities

• Install, troubleshoot, maintain, and repair computers, printers, mobile devices, network connections, instructional and audiovisual equipment, security systems, and other College technologies.
• Work with customers to assess and triage problems, answer questions, coordinate support, manage service tickets, and provide updates through resolution.
• Provide first-response support and escalate issues requiring specialized knowledge to the appropriate ITS team or vendor.
• Plan, execute, and maintain preventative maintenance programs to reduce equipment downtime and minimize disruption to College operations.
• Provide instructional technology and audiovisual support throughout the College.
• Schedule, coordinate, and set up technology for College-wide events.
• Provide backup support for the Instructional Technology Support Specialist.
• Train and support customers in the effective use of College technologies and devices.
• Work with vendors and technical partners to identify solutions and resolve problems.
• Maintain an accurate inventory of College-owned technology and equipment.
• Assist with the administration of security, infrastructure, ERP, and other systems where procedures and processes are well documented.
• Review ticketing-system information and provide regular updates on service desk and technical support activities.
• Provide technical training and presentations when requested by ITS leadership.
• Keep current with emerging technologies and contribute to ITS technology planning and roadmaps.
• Participate in cross-training and learning opportunities with the Infrastructure and ERP teams.
• Contribute to improvements in ITS processes, procedures, documentation, and service practices.
• Protect the confidentiality, privacy, and security of all information accessed through the position.
• Perform other related duties as assigned.
• The position requires occasional evening, weekend, and on-call work.

Qualifications

Required Qualification:
• Computer Information Systems Certificate or equivalent
• Minimum 2 year's related experience
• Knowledge of installation, troubleshooting and repair of IT systems and related technologies
• Excellent interpersonal skills with the ability to work in a diverse fast-paced work environment
• Ability to work independently and to work equally well as a team member is required.
Nice to have:
• Familiarity with the specific hardware and software used in the College and an understanding of overall systems topology would be considered an asset.
Please note that if your education was received internationally, upon hire we will require you to provide an international education assessment completed through WES, IQAS or one of the other IRCC approved designated organization.

Compensation and Benefits

• Compensation is $72,749.96 (CUPE TS6-1) with the following health and benefit package.
• Employer paid comprehensive health and dental benefits, including a health spending account.
• Generous defined benefit pension plan though LAPP starting on day 1 of employment.
• This position qualifies for additional payment of the Northern Living Allowance of $1,040.00 per month.
• Generous vacation entitlement and the bonus of paid holidays between Christmas and New Years
• Life insurance is 2.5 times your annual salary
• Paid sick days
We offer various perks and discounts to our employees:
• Employee Service and Academic Achievement recognition
• Greatly discounted employee membership to the Syncrude Sports and Wellness Centre (our well-known gym and recreational facility).
• Tuition waiver for all employees and dependents to take courses at Keyano College to support your thirst for learning.
• Employee Discounts for the Keyano Theatre and the Keynotes Bookstore.

Additional Information

At Keyano College, we are committed to fostering an equitable, caring and resilient environment where everyone feels valued and connected to the common goal and the college community. We welcome applications from all qualified individuals and encourage candidates who will contribute to the diversity of the College to apply.
We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue through the selection process will be contacted.