IT Support Technician

This position is covered by United Steelworkers “All Employee” Bargaining Unit

Position Title:

IT Support Technician Department:
Information & Technology Services Job Number: 60 Pay Band: 12 Supervisor Director, Information & Technology Hours 35 hours per week Compensation:
Hiring Rate: $40.91 (Band Range: $40.91 – $45.44 hourly / $74,456.20 – $82,700.80 annually)

Terms:

Vacancy / Full-Time / In-Person Posting Date:
April 15, 2026 Closing Date:
May 27, 2026

Reporting to the Information Technology Director, the incumbent provides technical support across network and security systems, desktop and laptop environments, peripheral devices, video conferencing and classroom technologies, telephony and VoIP systems, and mobile technologies. The role includes troubleshooting and repairing hardware, responding to IT support requests, managing phone and email inquiries, and preparing technical documentation. The position supports students, staff, and faculty with technical issues related to desktop, laptop, network, and remote access services, both on-site and remotely.

The incumbent ensures timely resolution of issues or escalates them to appropriate technical personnel as required to maintain service continuity. The role also contributes to the operational maintenance of network infrastructure, including supporting switch and network room equipment, assisting with wiring diagnostics, and maintaining infrastructure documentation. The University operates in a fast-paced environment, and the incumbent is expected to demonstrate flexibility, responsiveness, and a strong service-oriented approach.

• Administer and maintain enterprise endpoint management platforms, including Microsoft Intune, device staging, imaging, deployment, and lifecycle management.
• Install, configure, and support desktop and laptop systems, VoIP phones, and related hardware in accordance with institutional standards.
• Support Microsoft Windows, Windows Server, macOS, and Microsoft 365 services (Office applications, Teams, One Drive, SharePoint, Outlook, Active Directory).
• Implement system upgrades, patches, and configuration changes; perform root cause analysis of hardware and software issues and coordinate vendor support as required.
• Troubleshoot authentication, VPN, Microsoft account access, email, printing, and device connectivity issues while ensuring secure handling of confidential data and compliance with IT security standards.
• Provide advanced operational support for LAN and WAN environments, diagnosing and resolving complex TCP/IP networking issues, including DNS, DHCP, VLAN configuration, IP addressing, subnetting, and wireless connectivity.
• Configure and troubleshoot network switches, access points, VoIP infrastructure, and secure remote access technologies.
• Ensure classrooms and meeting spaces are fully operational; configure, deploy, and support audiovisual and hybrid collaboration technologies, including Microsoft Teams and Zoom.
• Diagnose and resolve classroom technology issues to minimize disruption to teaching.
• Generate and distribute weekly classroom schedules and coordinate associated technology requirements.
• Respond to, document, and resolve service requests through the ticketing system; provide professional technical guidance and maintain technical documentation and knowledge base resources.
• Support operational technologies such as building automation, surveillance and video intercom systems.
• Participate in IT projects and recommend service improvements.
• Remain current with emerging Microsoft technologies, cloud services, and cybersecurity best practices.
• Provide after-hours technical support as required.
• Perform other duties as assigned.

• Diploma or degree in Information Technology, Computer Science, Networking, or a related discipline.
• CCNA, CCNP, Aruba/HPE Networking, or another industry-recognized networking certification.
• Experience or training in Building Automation Systems is an asset.

• Minimum four (4) years of progressively responsible experience in a technically oriented, client-facing IT support role within a complex, networked environment.
• Demons…