TECHNOLOGY CONCIERGE SPECIALIST - EXECUTIVE SUPPORT

INFORMATION TECHNOLOGY SERVICES

Competition No. 25.09.266

CATEGORY

SALARY

CLOSING DATE

Full-Time Continuing (35 hours per week)

MSU Band E (Steps 1-8): $31.411 - $45.672 per hour. $57,168 - $83,122 per annum (Based on 35 hours per week).

October 7, 2025

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 just under 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 Technology Concierge Specialist - Executive Support for a full-time continuing opportunity with Information Technology Services.

Reporting to the Manager, Endpoint Support & Services, the Technology Concierge Specialist – Executive Support is responsible for delivering high-touch, customer-focused technical support to the University’s President, Provost, Vice-Presidents, and governance bodies. As the primary interface between ITS and the University’s senior leadership, this role is highly visible and plays a key representational function, embodies the professionalism and service standards of ITS, and shapes executive perceptions of technology support through consistent, responsive, and professional service delivery. Operating in a high-stakes environment, the role ensures seamless performance of desktops, laptops, displays, AV/conferencing, Microsoft 365, Google Workspace, mobile devices, printers, authentication services, and network access.

The position requires advanced troubleshooting expertise with exceptional interpersonal skills to proactively anticipate and resolve technology issues before they impact executive productivity. The Technology Concierge Specialist requires discretion, professionalism, and the ability to act with urgency under pressure, while representing ITS at the highest levels of the institution.

Due to the nature of the executive environments supported, the Technology Concierge Specialist is regularly exposed to confidential or sensitive information while providing technical troubleshooting or support during meetings, strategic discussions, or governance sessions. The position is required to exercise utmost discretion, maintain strict confidentiality, and adhere to all relevant privacy and information security protocols.

Key responsibilities include:

• Providing proactive device health checks, updates, and configuration to prevent disruptions during critical engagements;
• Supporting productivity software and platforms, including Microsoft 365, Google Workspace, Teams, Zoom, and other collaboration tools, ensuring executives can operate seamlessly across devices and locations;
• Providing technical oversight and direct support for executive meetings, board sessions, town halls, hybrid/virtual events, and high-profile presentations;
• Managing device enrollment, patching, encryption, and endpoint security through MDM (Mobile Device Management) platforms;
• Acting as the first responder for urgent IT issues affecting executive operations, maintaining a calm, solutions-focused approach under pressure;
• Escalating complex or systemic problems to specialized ITS teams while ensuring executives receive timely updates and reassurance;
• Documenting support procedures, troubleshooting steps, and lessons learned from executive support incidents to enhance future response;
• Contributing to ITS process improvement initiatives by sharing insights on recurring issues, adoption barriers, and technology gaps at the executive level.

SKILLS

You will have:

Technical Competence

• Proficiency in supporting a wide range of end-user technologies, including Windows and macOS desktops/laptops, tablets, smartphones, and peripheral devices.
• Proficiency in supporting productivity and collaboration platforms (Microsoft 365, Teams, SharePoint, OneDrive; Google Workspace, including Gmail, Drive, Calendar).
• Experience configuring and supporting AV and conferencing technologies (Zoom, Teams Rooms, Cisco/Webex, Crestron, Poly, or equivalent).
• A strong understanding of wired and wireless networks, VPNs, and authentication services (SSO, MFA, federated identity management).
• Competence in supporting printing/scanning solutions with secure document workflows.
• Familiarity with endpoint management tools (e.g., Intune, JAMF, SCCM) for device compliance, patching, and security enforcement.
• The ability to perform advanced troubleshooting across multi-system environments, integrating hardware, software, and network layers.

Customer Service Excellence

• Exceptional interpersonal and communication skills to work effectively with executives and governance staff in high-pressure environments.
• The ability to explain technical issues clearly to non-technical users, using plain language.
• Demonstrated emotional intelligence and the ability to remain calm, discreet, and solutions-oriented in sensitive situations.
• A proactive, anticipatory service mindset — able to identify and resolve issues before they impact executives.
• Skills in relationship management with senior leaders, executive assistants, and external vendors, establishing credibility and trust.

Professional Attributes

• Demonstrated ability to problem-solve, assess situations, apply good judgment and discretion, and handle confidential and sensitive information.
• Strong organizational and multitasking abilities, with proven ability to work under pressure and balance multiple urgent priorities simultaneously.
• A commitment to continuous learning, staying current on emerging tools, collaboration platforms, and executive support best practices.

QUALIFICATIONS

• A minimum of a diploma in Information Technology, Computer Science, or a related field.
• Industry certifications (e.g., CompTIA A+, Microsoft Certified, Apple Certified, ITIL, AVIXA CTS) would be considered assets.
• A minimum of 5 years of progressive IT support experience, preferably in environments requiring high visibility, urgency, and discretion.
• Direct VIP/executive-facing support in a professional services, higher education, or corporate setting is considered an asset.
• Experience troubleshooting across multiple domains (devices, AV systems, networks, cloud platforms, mobile environments).
• Demonstrated success in managing high-stakes technology incidents where discretion, urgency, and executive confidence were essential.
• Experience working in a post-secondary institution is considered an asset.
• An equivalent combination of education and experience may be considered.

POSITION REQUIREMENTS

• Must be available for occasional after-hours and weekend support for executive events and governance meetings.

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