Position description

The Information Technology Support Specialist - Level 2 will provide support to the Mount Allison University community and external clients with whom the university has an agreement or contract through the installation, maintenance, support and repair of all computers, printers and related hardware and software. As top-tier technical support for the User Services division in the Computing Services Department this position will also provide Level 1 Network support: diagnosing problems; installing network equipment – including cabling, switches and wireless access points; and repairing network jacks. The I.T. Support Specialist - Level 2 will also be required to maintain up to-date knowledge and certifications for PC and Apple products while providing direction and technical guidance to Student Computer Technicians and Helpdesk staff.

Position Responsibilities

Inventory, configuration, repair, maintenance, installation of Computers: over 1400 computers, both PC and Apple in enterprise and non-enterprise environments on campus and on client premises Inventory, configuration, repair, maintenance, installation of Peripherals and Mobile Devices: printers, scanners, iPhones, iPads, POS devices, etc. Installation/Support/Evaluation of multiple software products: MS Office, SCCM, SharePoint, etc. Support for Helpdesk Analysts – Answer questions and assist Helpdesk with difficult issues Troubleshoot and resolve issues assigned by the Helpdesk Product assessment, consultation and quote preparation for product purchasing Warranty level hardware support to meet contractual obligations with vendors Maintain a high level of customer service and support Assist the Network Administrator, including switch and wireless access point troubleshooting Maintain confidentiality of university and client data including personal, financial, back-up and recovery Maintain Multiple Databases, including CSD incident and asset management system Helpdesk, student and end user training including preparation of user manuals Recycling of old computers including secure data removal Support of Mount Allison University owned home computers Billable tickets for non Mount Allison customers Network support for residence, including jack installation and repair Create and maintain Service Level Agreement documentation Assess University needs to create, maintain and distribute computer and lab images Basic troubleshooting for walk in students Assist in the development of long range planning for new projects and computer needs

Supervisory Responsibilities

Student Computer Technician hiring, training and supervision

Key relationships and contacts

Day to day personal contact with all members of the University community

Maintain contacts with 3rd party repair centers Maintain relationships with service managers and sales representatives of preferred vendors Problems that cannot be resolved are reported to the vendor for in-depth analysis and future patch releases Regular contact with external clients

Decision-making, problem-solving

Ability to prioritize and handle multiple competing tasks

Strong analytical skills with high technical aptitude Top-tier problem solving abilities with strong troubleshooting skills and keen attention to detail Assist with vendor RFP preparation and evaluation Ability to assess technical and user requirements and recommend solutions

Continuing Study

Acquire and maintain certifications on University and client standard hardware.

Concentration

A moderate degree of concentration is required in disassembly and assembly of laptops and other hardware

Physical Demands

Ability to lift up to 23Kg on a regular basis with the occasional requirement to lift more than 23Kg

Accountability

Handle equipment valued over $1000 on a regular basis

Ensure data is backed up and secure when working on employee and customer computers Ensure hard drives are properly wiped or destroyed prior to disposal The I.T. Support Specialist works independent of management with regards to work prioritization and resolutions, except in exceptional circumstances Reporting takes place through the incident management system Responsible for ultimate problem analysis, resolution and documentation. Some errors may require Operations personnel time to correct.

Safety Of Others

Responsible for ensuring safe practices are followed by student employees

Working Conditions

Must move around campus and move equipment in all weather conditions

Exposure to dust Must deal with irate and upset people on a regular basis

Schedule, hours

Normal hours are 8:30 – 4:30 during the academic year and 8:30 – 4:00 during the summer 50+ hours of additional after hours work required to maintain lab computers in summer or when needed Some evening hours may be required at times

Qualifications/skills

Two year College/University degree plus 2 years of related Enterprise experience OR similar training and 5 years of related Enterprise experience. The I.T. Support Specialist must be certified to perform warranty repair of current Mount Allison computer standards and have a strong customer service focus. Must be able to work effectively in a team or independently and prioritize tickets in a multi-tasking, high-interruption environment and have the ability to communicate with clients in user-friendly language.

Personal Protective Equipment Required

Protective Gloves (thermal or cryogenic) (hands only)

Goggles (mono-framed)

Only those already eligible to work in Canada need apply. We thank all applicants for their interest; however, only those selected for an interview will be contacted.

Application materials will be collected for recruitment purposes only and handled in accordance with the University’s privacy and records-management practices. If you are interested in the challenges and opportunities that this position has to offer, please forward your application, including your resume and cover letter, to People and Culture via email to hr@mta.ca . Review of applications will begin on August 13, 2026.

Mount Allison is committed to diversity and inclusiveness. We encourage applications from members of racialized communities, Indigenous persons, persons with disabilities, and persons of all sexual and gender identities. We seek candidates with qualifications and knowledge to contribute specifically to the further diversification of our campus community.

At Mount Allison, we are committed to ensuring your interview experience is as comfortable and accessible as possible. If you require any accommodations or adjustments during the interview process, please do not hesitate to inform us. Your needs are important to us, and our dedicated team is here to support you by reaching out to People and Culture at hr@mta.ca

Visit our website at www.mta.ca/employment for other employment opportunities at Mount Allison University or to register to receive e-mail notification of new opportunities.