Desktop Support, Help Desk & AV Support Technician (Lethbridge Campus)
About the role
Job Title
Desktop Support, Help Desk & AV Support Technician (Lethbridge Campus)
About the University
At the University of Lethbridge, we speak in perspectives.
We are located in the heart of traditional Blackfoot Confederacy territory in southern Alberta with campuses in Lethbridge and Calgary. ULethbridge is more than a place to learn — it’s a place to build a career and make a lasting impact. We are one of Canada’s top universities and leading research institutions with more than 8,000 undergraduate and graduate students. We are an inclusive university that values diverse experiences and backgrounds. Our people are our greatest strength, and we are dedicated to fostering growth and success for all of our people.
Together, we transform lives and communities.
Position Details
The University of Lethbridge Information Technology Services department is seeking applications for the position of Desktop Support, Help Desk & AV Support Technician. This is a full-time, continuing position located on our Lethbridge campus.
Reporting to the Client Services Manager, Information Technology Services, the Desktop Support, Help Desk & AV Support Technician will be responsible to provide technical support & troubleshooting to the Southern Alberta Medical Program (SAMP) campus staff, faculty and students for hardware, software, networking, printing and meeting room audio/visual devices. This position will also be part of the help desk team, fielding a wide variety of incoming help requests from end-users in Lethbridge and Calgary campuses via telephone, email and our self-service portal.
Job Responsibilities:
- Desktop Support Technician:
Responsible to provide end user support and maintenance within the organization’s desktop computer environment for installing, diagnosing, repairing, maintaining and upgrading all supported hardware and software to ensure optimal workstation performance.
- Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems.
- Reproducing, diagnosing, and analyzing problems reported by end-users, and, in turn, formulating solutions to resolve the issue at hand.
- Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.
- Organizing and maintaining ITS knowledge base articles identifying problems and solutions for use by other Desktop Support personnel.
- Setting up and deploying IT equipment for new employees.
- Addressing and resolving incoming tickets from users regarding hardware, software issues.
- Assessing recurring issues to create a resolution that can be used moving forward.
- Help Desk Technician:
Responsible for receiving, recording and fulfilling or routing high-level service requests reported to the IT Solutions Centre from telephone calls, email and self-service requests.
- Serving as the first point of contact for users seeking technical assistance over the phone, email, chat or in person..
- Serving as first point of contact for classroom support issues for the SAMP program.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Determining the best solution based on the issue and details provided by users.
- Walk users step-by-step through the problem-solving process.
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
- Redirect unresolved issues to the next level of support personnel.
- Follow up with users to ensure satisfactory service.
- Provide needed information on IT products or services.
- Suggest improvements on procedures.
- Provide feedback on processes and make recommendations on areas to improve.
- Account management (MFA access, password reset, server accessibility).
- Answer general inquiries related to IT services.
-
A/V Support Technician:
Responsible to install, maintain, provide usage instruction and support for A/V equipment, mainly in SAMP spaces. -
Network/Telecom technician:
Responsible to support and troubleshoot Tier 1 network connectivity issues, mainly in the SAMP building.
Position Qualifications
The successful candidate will have a college diploma or university degree in Computer Science or Information Systems and at least 2 years of experience in Desktop Support. A+ Certification, Microsoft Certified Professional, or other related certifications are an asset.
The applicant should have excellent technical knowledge of PC & Mac desktop and mobile hardware, hands-on hardware troubleshooting experience, working technical knowledge of current operating systems for both platforms, ability to operate tools, components and peripheral accessories, and to read and understand technical manuals, procedural documentation and OEM guides.
The successful candidate must be a self-starter requiring minimal supervision, have a strong customer-service orientation, the ability to effectively prioritize and execute tasks and to conduct research into endpoint issues and products as required. They should also have strong written and oral communication skills, excellent interpersonal skills, and the ability to effectively present ideas using user-friendly language.
A valid unrestricted Class 5 Driver’s License with no more than 6 demerits and submission of a motor vehicle record (driver abstract) dated within 3 months of the posting close is required.
The successful candidate will be required to provide a satisfactory Criminal Record Check.
Starting Salary Range (at 1.0 FTE)
$4,691.00 - $5,246.00 monthly
Full Salary Range (at 1.0 FTE)
$4,691.00 - $5,799.00 monthly (AUPE - Grade 10)
Campus
Lethbridge
Employment Group
AUPE
Position Category
Other
About University of Lethbridge
The University of Lethbridge (also known as uLethbridge and U of L) is a publicly funded comprehensive academic and research university, founded in the liberal education tradition, located in Lethbridge, Alberta, Canada, with two other urban campuses in Calgary and Edmonton. The main building sits among the coulees on the west side of the Oldman River.uLethbridge is a member of the Alberta Rural Development Network.
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Desktop Support, Help Desk & AV Support Technician (Lethbridge Campus)
About the role
Job Title
Desktop Support, Help Desk & AV Support Technician (Lethbridge Campus)
About the University
At the University of Lethbridge, we speak in perspectives.
We are located in the heart of traditional Blackfoot Confederacy territory in southern Alberta with campuses in Lethbridge and Calgary. ULethbridge is more than a place to learn — it’s a place to build a career and make a lasting impact. We are one of Canada’s top universities and leading research institutions with more than 8,000 undergraduate and graduate students. We are an inclusive university that values diverse experiences and backgrounds. Our people are our greatest strength, and we are dedicated to fostering growth and success for all of our people.
Together, we transform lives and communities.
Position Details
The University of Lethbridge Information Technology Services department is seeking applications for the position of Desktop Support, Help Desk & AV Support Technician. This is a full-time, continuing position located on our Lethbridge campus.
Reporting to the Client Services Manager, Information Technology Services, the Desktop Support, Help Desk & AV Support Technician will be responsible to provide technical support & troubleshooting to the Southern Alberta Medical Program (SAMP) campus staff, faculty and students for hardware, software, networking, printing and meeting room audio/visual devices. This position will also be part of the help desk team, fielding a wide variety of incoming help requests from end-users in Lethbridge and Calgary campuses via telephone, email and our self-service portal.
Job Responsibilities:
- Desktop Support Technician:
Responsible to provide end user support and maintenance within the organization’s desktop computer environment for installing, diagnosing, repairing, maintaining and upgrading all supported hardware and software to ensure optimal workstation performance.
- Communicating electronically (and in-person) with desktop users experiencing technical difficulties by troubleshooting and documenting problems.
- Reproducing, diagnosing, and analyzing problems reported by end-users, and, in turn, formulating solutions to resolve the issue at hand.
- Providing training and advice to users, both in response to identified difficulties and to share tips for optimal computer operation.
- Organizing and maintaining ITS knowledge base articles identifying problems and solutions for use by other Desktop Support personnel.
- Setting up and deploying IT equipment for new employees.
- Addressing and resolving incoming tickets from users regarding hardware, software issues.
- Assessing recurring issues to create a resolution that can be used moving forward.
- Help Desk Technician:
Responsible for receiving, recording and fulfilling or routing high-level service requests reported to the IT Solutions Centre from telephone calls, email and self-service requests.
- Serving as the first point of contact for users seeking technical assistance over the phone, email, chat or in person..
- Serving as first point of contact for classroom support issues for the SAMP program.
- Performing remote troubleshooting through diagnostic techniques and pertinent questions.
- Determining the best solution based on the issue and details provided by users.
- Walk users step-by-step through the problem-solving process.
- Troubleshoot, diagnose, and resolve technical hardware and/or software issues.
- Redirect unresolved issues to the next level of support personnel.
- Follow up with users to ensure satisfactory service.
- Provide needed information on IT products or services.
- Suggest improvements on procedures.
- Provide feedback on processes and make recommendations on areas to improve.
- Account management (MFA access, password reset, server accessibility).
- Answer general inquiries related to IT services.
-
A/V Support Technician:
Responsible to install, maintain, provide usage instruction and support for A/V equipment, mainly in SAMP spaces. -
Network/Telecom technician:
Responsible to support and troubleshoot Tier 1 network connectivity issues, mainly in the SAMP building.
Position Qualifications
The successful candidate will have a college diploma or university degree in Computer Science or Information Systems and at least 2 years of experience in Desktop Support. A+ Certification, Microsoft Certified Professional, or other related certifications are an asset.
The applicant should have excellent technical knowledge of PC & Mac desktop and mobile hardware, hands-on hardware troubleshooting experience, working technical knowledge of current operating systems for both platforms, ability to operate tools, components and peripheral accessories, and to read and understand technical manuals, procedural documentation and OEM guides.
The successful candidate must be a self-starter requiring minimal supervision, have a strong customer-service orientation, the ability to effectively prioritize and execute tasks and to conduct research into endpoint issues and products as required. They should also have strong written and oral communication skills, excellent interpersonal skills, and the ability to effectively present ideas using user-friendly language.
A valid unrestricted Class 5 Driver’s License with no more than 6 demerits and submission of a motor vehicle record (driver abstract) dated within 3 months of the posting close is required.
The successful candidate will be required to provide a satisfactory Criminal Record Check.
Starting Salary Range (at 1.0 FTE)
$4,691.00 - $5,246.00 monthly
Full Salary Range (at 1.0 FTE)
$4,691.00 - $5,799.00 monthly (AUPE - Grade 10)
Campus
Lethbridge
Employment Group
AUPE
Position Category
Other
About University of Lethbridge
The University of Lethbridge (also known as uLethbridge and U of L) is a publicly funded comprehensive academic and research university, founded in the liberal education tradition, located in Lethbridge, Alberta, Canada, with two other urban campuses in Calgary and Edmonton. The main building sits among the coulees on the west side of the Oldman River.uLethbridge is a member of the Alberta Rural Development Network.