Edmonton Catholic Schools is a large urban school division whose mission is to provide a Catholic education that inspires students to learn and that prepares them to live fully and to serve God in one another. The Division is comprised of over 50,000 students and 5,000 employees in 95 schools plus other sites.

Technology Facilitator

Requisition ID: 10170

Hours Per Week: 35

Position: New

FTE: 1

Department: Support Model Services

No Months Per Year: 12

Position Status: Permanent

Employee Group: OOS

Rate of Pay:

Posting Closing Date: 7/18/25

The job provides first-line technical assistance and support for incoming queries and issues related to computer systems, software, and hardware. The incumbent responds to queries usually over the phone or through the district’s Service Desk

Incident Management System. The job works with IITS staff to enhance support and to acquire expertise, guidance and assistance with computer hardware, software and utilities used on workstations, meeting rooms and local area networks.

This job is accountable to:

• Provide effective and timely support services such as troubleshooting, consultation, information and training across several different mediums in a professional manner
• Provide accurate assistance to clients in the implementation of solutions by guiding users through necessary actions to resolve problems.
• Identify user learning needs, develop and deliver training sessions for district staff

Complex and/or high-priority problems are elevated to specialized support groups for resolution when needed, but the ultimate responsibility to ensure that an effective solution is provided to the user

Duties & Responsibilities

• Problem identification and resolution

• Determine the nature of reported problems and decide on appropriate actions required for resolution

• Collaborate with ECSD support groups and/or refer to third-party knowledge bases for technical information when required.

• Provide the correct process/procedures to open requests or incidents when additional information is required

• Provide realistic expectations for completion of work or resolution of issues

• Log and document all service request solutions to enhance communications and to extend the knowledge of the technical team.

2. User Support

• Guide and assist staff with the use of computer-based software and hardware
• Create, develop and maintain process and application documents to form knowledge bases of issues encountered
• Improve processes, products and services by identifying opportunities where information technology may assist in problem resolution
• • Ensure the accuracy and integrity of knowledge bases

3.Training Activities

• Identify user learning needs, develop and deliver training sessions for district staff
• Develop and maintain online manuals and alternative modes of training
• Develop and deliver targeted training sessions for Custodial Services staff and other non-traditional users
• Collect feedback and use information to enhance or develop training tools

4. Consultation and communication

• Demonstrate and assist staff with the use of computer-based hardware and software.
• Create and maintain a central location that staff can access with “how-to” documents regarding new technologies/software
• Provide general support, information and guidance to parents
• Provide staff and other contacts with information/status reports, advice, and recommendations regarding appropriate use of technologies to enhance business procedures and practices, and on workstations

5. Implementation activities

• Gather information and develop implementation plans
• Conduct hands-on activities to implement new equipment
• Collaborate with Network Analysts to set up workstations, ensuring functionality and connectivity to the network

6. Professional development

• Maintain technical knowledge through a range of activities, including cross-training with department staff
• Develop and maintain knowledge of emerging technology
• Develop and maintain technical knowledge regarding the district's applications and hardware

7. Department support

• Participate in department meetings
• Streamline processes in “Service Manager” to make inter-departmental workflows more efficient
• Provide input in long- and short-term planning activities
• Provide cover-off during absences and assist the team with period of peak workloads
• Performs other duties as assigned

Job Qualifications:

Knowledge and Experience

Diploma or industry-specific credentials such as the Infrastructure Library Foundation (ITIL) certification and/or A+, plus three years of directly related experience

• Knowledge of the most current version of Windows platforms and associated software programs, Windows operating systems navigation and productivity, application support, and understanding of emerging technology.
• Knowledge of PowerSchool software and an awareness of information accessible by users
• Knowledge of presentation principles, practices, and procedures
• Knowledge of records management principles, the Protection of Privacy Act (POPA), and the Access to Information Act (ATIA)
• Knowledge of project management principles
• Knowledge of safety in the workplace and an awareness of Occupational Health and Safety regulations
• Understanding of the district’s/department’s programs, operations, goals and objectives

Competencies

• Strong written and oral communication, interpersonal, and customer service skills and the ability to explain technical information to a range of clients
• Strong problem-solving and needs assessment skills and the ability to develop solutions
• Strong organizational skills and the ability to juggle multiple responsibilities at once
• Ability to remain calm and focused in very stressful situations
• Strong presentation skills and the ability to gauge users’ needs and skill level
• Good teamwork skills and the ability to work effectively in a team-based environment, or independently

Edmonton Catholic Schools is committed to maintaining a respectful and inclusive workplace that welcomes and values candidates from diverse backgrounds. We hire employees of all faiths for non-teacher positions.

As a Catholic School Division receiving public funding, our schools and departments are imbued with our Catholic Faith. Candidates are expected to exhibit respect and sensitivity towards our Catholic beliefs and practices embraced by both students and staff.

Edmonton Catholic Schools offers a comprehensive benefits program based on contract status as part of its total compensation package.

Before employment, successful candidates will be required to submit a Police Information Check and Intervention Record Check dated within six months of hiring.

Due to the high volume of applications received, only qualified candidates who are shortlisted will be contacted.