IT Support Technician

Technology is just the start. At SAIT, our IT Services team collaborates across the institution to shape smarter, more connected ways of teaching, learning and working. We’re strategic thinkers, problem-solvers, and innovators who turn big ideas into digital solutions that move SAIT forward. Join us and help build what’s next.

The Opportunity

Job classification: P2018 - PC Support Specialist

Hourly rate: $27.00

# of Positions: 2

Position End Date: March 31, 2027

Deadline to apply: 4:00PM, DATE

The IT Support Technician provides second-level technical support for staff, faculty, and students. They handle incidents and requests escalated from the Service Desk, performing in-depth troubleshooting, analysis, and resolution across hardware, software, and network environments. The role requires strong technical aptitude, excellent communication, and the ability to collaborate with both junior and senior technical teams. IT Support Technicians research complex problems, identify root causes, implement long-term fixes, and contribute to projects that enhance service quality and operational reliability.

### How you'll contribute

Advanced Technical Support

• Responds to complex incidents escalated to the Service Desk, providing remote, on-site, and face-to-face support.
• Performs root cause analysis and implements long-term corrective actions for recurring issues.
• Supports system upgrades, deployments, and integrations, ensuring minimal disruption to users.
• Communicates technical solutions in accessible terms to non-technical clients.

Incident and Asset Management

• Oversee the setup, configuration, and recovery of endpoint devices and peripherals.
• Manages deployment, replacement, and lifecycle tracking of assigned hardware.
• Ensures asset and inventory records are maintained accurately in accordance with ITS standards.

Knowledge Transfer and Mentorship

• Creates clear documentation, standard operating procedures, and training materials for both end users and Service Desk staff.
• Provides informal coaching and mentorship to junior technicians to improve first-contact resolution and overall team capability.

Collaboration and Continuous Improvement

• Identifies process and system inefficiencies, proposes enhancements, and assists with small technical projects or pilot initiatives.
• Collaborates with ITS teams including Endpoint Administration, Systems Administration, Classroom Technology, Audio Visual, Cloud & Infrastructure to resolve cross-functional issues and enhance operational maturity.

Professional Development and Change Awareness

• Maintains knowledge in emerging technologies, institutional tools, and IT processes.
• Participates in change management activities to anticipate and mitigate user impacts.
• Demonstrates initiative, accountability, and alignment with SAIT First Principles.

### What you bring

• Diploma in Information Systems, Computing Technology, or related field.
• Bachelor's degree in Computer Science, Information Systems, or related discipline (preferred).
• CompTIA A+, Network+, or Microsoft Certified: Modern Desktop Administrator Associate, ITIL Foundations, JAMF or Intune certification considered an asset.
• 3-5 years IT support, endpoint management, or technical operations within an enterprise or higher-education environment.
• 2-3 years ITSM systems and ticket lifecycle management (e.g., ServiceNow, Jira, Remedy).

### Skills

• Exceptional communication and interpersonal skills; able to translate technical information for diverse audiences.
• Analytical thinker with strong troubleshooting, diagnostic, and documentation abilities.
• Effective time management and ability to prioritize in dynamic, multi-tasking environments.
• Demonstrated collaboration skills and commitment to team success.
• Process-oriented mindset focused on standardization, repeatability, and service improvement.
• Strong understanding of Windows and macOS environments, and authentication systems.

*We sincerely thank all applicants for their interest in this opportunity. We understand how important communication is, and we are committed to following up with every candidate. Please know that each application is thoughtfully reviewed, and you will hear from us either way.*

Together, we build bold futures

At SAIT, we equip you with the resources you need to shape bold futures for yourself and our communities. We offer a comprehensive package including:

• Generous time off to pursue other passions and support your wellbeing

• SAIT paid premiums for medical, dental, and vision benefits so you, and your family, are well supported

• Benefits supporting mental health and access to Greenshield + for virtual therapy at a reduced rate

• Access to a Health Spending or Taxable Spending Account

• Professional development opportunities through our Free Seat Program, tuition support, access to LinkedIn Learning and discounted Continuing Education & Professional Studies courses

• Defined Benefit pension through LAPP to help you retire with confidence

• Excellent dining options on campus

• Free access to our fitness facilities and group fitness classes

And the perks keep on coming!

About SAIT

At SAIT, we’re building bold futures. We’re a community of tenacious problem-solvers, inventive thinkers, and passionate collaborators who believe in doing work that matters.

Named one of Alberta’s Top Employers, we’re driven by a desire to create an impact in our community. If you’re looking for a place where purpose meets possibility, you’ve found it here.

We’re committed to community and belonging

Community and belonging is essential to achieving SAIT's vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about Community and Belonging at SAIT.

We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.