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Deskside Support Technician

MacEwan University
Edmonton, AB

Postuler dès maintenant

Détails du poste

Temps plein
Il y a 10 heures

Compétences

Certification ITIL
Systèmes d'exploitation
Informatique
SCCM
Logiciel d'entreprise
Études postsecondaires
Windows
Soutien technique
Amélioration continue
ITIL
CompTIA Network+
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Compétences en communication
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VPN

Description complète du poste

Deskside Support Technician

Information Technology Services

Competition No. 26.07.160

Category

Salary

Closing Date

Full-Time Continuing (35 hours per week)

MSU Band E (Steps 1-8): $32.353 - $47.042 per hour. $58,883 - $85,616 per annum (Based on 35 hours per week).

July 28, 2026

Category

Full-Time Continuing (35 hours per week)

Salary

MSU Band E (Steps 1-8): $32.353 - $47.042 per hour. $58,883 - $85,616 per annum (Based on 35 hours per week).

Closing Date

July 28, 2026

About Us

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 Métis 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

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

The Deskside Support Technician provides Tier 2 technical support to end-users to ensure the reliable operation of desktop computing environments across the institution. The role diagnoses, troubleshoots, and resolves complex endpoint issues escalated from the Technology Support team and delivers onsite support within offices, classrooms, laboratories, and other campus spaces.

You will apply approved configurations and institutional standards to deploy devices, support lifecycle activities, and maintain stable workstation performance. By delivering responsive, high-quality technical support, the Deskside Support Technician plays an important role in enabling employee productivity while promoting a consistent and positive technology experience for faculty, staff, and students.

The role requires regular physical presence across campus locations and involves hands-on interaction with devices, workspaces, and end-users in instructional and administrative environments.

Key responsibilities include:

Supporting connectivity and functionality for accessories such as printers, scanners, docking stations, and audio-visual components;
Performing device setup, imaging, configuration, deployment, and data migration for faculty, staff, and lab workstations;
Preparing, imaging, configuring, deploying, and setting up desktops, laptops, mobile devices, and lab workstations using approved institutional images and configurations;
Executing software deployments, updates, configuration changes, and data migration as directed, using established endpoint management tools (e.g., SCCM, Intune, Jamf) in accordance with defined standards;
Delivering professional, empathetic support that promotes a positive client experience and enhances user productivity and technology adoption;
Translating technical information into clear, user-friendly explanations;
Coordinating with the help desk, infrastructure, network, information security, AV, and enterprise application teams when cross-functional issue resolution is required; and
Monitoring recurring technical issues and providing feedback to Endpoint Administrators to support continuous improvement of standard workstation configurations.

Skills

You will have:

Demonstrated troubleshooting and diagnostic skills with the ability to analyze technical issues, identify root causes, and implement effective resolutions within established standards Strong working knowledge of Windows and macOS operating systems, endpoint devices, and commonly supported enterprise applications;
Foundational experience with and understanding of network connectivity concepts, with the ability to troubleshoot issues related to wireless access, VPN, and device communication following established procedures;
The ability to work effectively in environments with frequent interruptions, time sensitivity, and visible service impacts;
The ability to prioritize competing service requests, exercise sound judgment, and respond effectively in a fast-paced, service-driven environment;
Excellent interpersonal and communication skills with the ability to translate technical information into clear, user-friendly guidance for individuals with varying levels of technical proficiency;
Demonstrated commitment to client service, including professionalism, responsiveness, and the ability to manage challenging situations with discretion and composure;
A strong understanding of institutional security practices and the ability to apply required controls and safeguards when supporting endpoint technologies;
A proven ability to work both independently and collaboratively within a cross-functional IT environment;
Strong organizational skills and attention to detail, including the ability to document technical work accurately and maintain reliable support records; and
A demonstrated adaptability and willingness to learn emerging technologies to support a continuously evolving digital environment.

Qualifications

A minimum of a post-secondary diploma in IT or Computer Science.
A minimum of 3 years of progressive technical support experience in a structured IT environment supporting desktops, laptops, mobile devices and related technologies.
Demonstrated hands-on experience diagnosing and resolving hardware, operating system, software, and peripheral issues across Windows and macOS environments.
Experience supporting workplace technologies such as printers, scanners and docking stations.
The following experience and certifications would be considered an asset
- Experience using IT Service Management tools to log and track incidents.
- Experience working in a post-secondary or other public sector environment.
- CompTIA A+ – Industry standard for hardware and software troubleshooting.
- CompTIA Network+ – For basic networking knowledge.
- Microsoft Certified: Modern Desktop Administrator Associate – Focused on Windows environments.
- Apple Certified Support Professional (ACSP) – For macOS support.
- ITIL Foundation – For understanding IT service management processes.
An equivalent combination of education and experience may be considered.

Position Requirements

This position is on campus only.

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

How to Apply

To apply, please head to our MacEwan University Opportunities Page, select the job opportunity and click Apply Now. If you require assistance, please contact us at [email protected].

If you are experiencing technical difficulties when submitting your application, please try submitting through a different browser (i.e., Safari, Firefox, Chrome, etc.). If the issue persists, please send a screenshot of the error message to [email protected] so we can assist and ensure your application is received.

This position is included under the MacEwan Staff Union Collective Agreement.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

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