IT Support Technician

Technology is just the start. At SAIT, our IT Services team collaborates across the institution to shape smarter, more connected ways of teaching, learning and working. We’re strategic thinkers, problem-solvers, and innovators who turn big ideas into digital solutions that move SAIT forward. Join us and help build what’s next.

The IT Support Technician provides second-level technical support for staff, faculty, and students. They handle incidents and requests escalated from the Service Desk, performing in-depth troubleshooting, analysis, and resolution across hardware, software, and network environments. The role requires strong technical aptitude, excellent communication, and the ability to collaborate with both junior and senior technical teams. IT Support Technicians research complex problems, identify root causes, implement long-term fixes, and contribute to projects that enhance service quality and operational reliability.

• Advanced Technical Support:
  Responds to complex incidents escalated to the Service Desk, providing remote, on-site, and face-to-face support. Performs root cause analysis and implements long-term corrective actions for recurring issues. Supports system upgrades, deployments, and integrations, ensuring minimal disruption to users. Communicates technical solutions in accessible terms to non-technical clients.
• Incident and Asset Management:
  Oversee the setup, configuration, and recovery of endpoint devices and peripherals. Manages deployment, replacement, and lifecycle tracking of assigned hardware. Ensures asset and inventory records are maintained accurately in accordance with ITS standards.
• Knowledge Transfer and Mentorship:
  Creates clear documentation, standard operating procedures, and training materials for both end users and Service Desk staff. Provides informal coaching and mentorship to junior technicians to improve first-contact resolution and overall team capability.
• Collaboration and Continuous Improvement:
  Identifies process and system inefficiencies, proposes enhancements, and assists with small technical projects or pilot initiatives. Collaborates with ITS teams including Endpoint Administration, Systems Administration, Classroom Technology, Audio Visual, Cloud & Infrastructure to resolve cross-functional issues and enhance operational maturity.
• Professional Development and Change Awareness:
  Maintains knowledge in emerging technologies, institutional tools, and IT processes. Participates in change management activities to anticipate and mitigate user impacts. Demonstrates initiative, accountability, and alignment with SAIT First Principles.

• Diploma in Information Systems, Computing Technology, or related field (minimum).
• Bachelor's degree in Computer Science, Information Systems, or related discipline (preferred).
• 3–5 years of progressive experience in IT support, endpoint management, or technical operations, including hands‑on use of ITSM tools (e.g., Service Now, Jira, Remedy).
• Exceptional communication and interpersonal skills; able to translate technical information for diverse audiences.
• Analytical thinker with strong troubleshooting, diagnostic, and documentation abilities.
• Effective time management and ability to prioritize in dynamic, multi‑tasking environments.
• Demonstrated collaboration skills and commitment to team success.
• Process‑oriented mindset focused on standardization, repeatability, and service improvement.
• Strong understanding of Windows and macOS environments, and authentication systems.

• Occasional evenings or weekends for maintenance windows or urgent support needs.
• Frequent use of computers and phones; periodic lifting of equipment up to 50 lbs.
• Exposure to classroom, lab, and office environments requiring physical mobility and situational awareness.

We thank all applicants for their interest in joining our team! We know being ghosted is the worst, so be assured –…