Academic Application Specialist
December 4 2024
Industries
Education, Training
Categories Information technology
Remote
Calgary, AB • Part time
The Opportunity
This position is responsible for the life cycle management and maintenance of classroom computers and connected technologies. The incumbent will respond to classroom incidents and requests, provide ongoing support for implemented solutions, troubleshoot classroom problems, and maintain concise documentation. You will also act as an escalation point if the issues cannot be resolved on first contact at the Service Desk. In addition, you are responsible for effectively and efficiently escalating technical issues to other ITS support groups, collaborating and creating efficiencies to meet service level targets
The Role
- Understand the technology and application needs required by various academic departments
- Understand specialized aspects to labs designed to teach various industry skills to students
- Understand the commercial software and their lifecycles in portfolio
- Determine software loads in classrooms based on program knowledge and campus classroom schedule
- Work with license coordinator to ensure application compliance
- Deploy required software to classroom computers
- Respond effectively to classroom escalations for specialized software, customized educational environments and special hardware
- Evaluate current issues from service desk for root cause and solutioning Troubleshoot specialized classroom technology issues and document in detail fixes
- Liaise with server and network teams to recommend modifications to infrastructure in classrooms to support course delivery (e.g., network port additions, appropriate VLAN configurations and port openings)
- Monitor and prioritize ServiceNow service ticket queue that has been escalated by the Service Desk
- Respond to the technology needs and inquiries of students, staff, and faculty, ensuring a professional and prompt response. Explain complex technical issues in plain language, deploy designed solutions, and follow-up to ensure the stability and functionality of end user computer systems.
- Provide ongoing support maintenance of implemented classroom technology solutions. Including new versions or using an established solution to rebuild an environment.
- Work closely with Endpoint Administrator and infrastructure teams to apply and maintain classroom Group Policies.
- Manage Endpoint Manager operations environment to support delivery of OS and applications to classrooms including device collections, task sequences, monitoring deployments and troubleshooting log files.
- Manage application catalogue for classrooms and advise the software packaging team what applications require packaging and updates including documentation of how the application is installed.
- Complete user acceptance testing for deployment of packaged applications and determine if coordination with subject matter expert is required as to the functionality after deployment.
- Consult faculty and academic chairs to forecast future technology needs in classrooms. Advise on upgrades, software, and hardware to ensure compliance with SAIT licensing and system standards.
- Collaborate and mentor peers, contractors, and students to facilitate cross training of information
- Create and distribute documentation and train Service Desk staff on new technology deployments.
- Travel to remote campus' and provide same consistent level of support 2
- Partake in professional development opportunities to upgrade skills that support ITS delivery.
- Special projects and duties as assigned.
Qualifications
- Education & Experience:
- 2-year Post-Secondary Diploma or 4-year Post-Secondary Degree in Information Systems or equivalent
- 5+ years of Windows OS deskside support troubleshooting software and hardware
- 7+ years of supporting industry specific applications in a post-secondary environment and delivery to classrooms
- 5+ years using enterprise network deployment tools, such as MS Endpoint Manager
- 2+ years using MS Intune
- Experience with IT Service Management ticketing systems
- Excellent communication and collaboration skills in high pressure situations
- Ability to react quickly under high levels of support requests and adjust priorities accordingly
- Demonstrated critical thinking, analytical skill with the capability of making appropriate judgement calls in a variety of technology support situations.
- Experience with PowerShell and/or scripting/programming
- Experience with Active Directory object, OU, and GPO management
- Experience with MacOS
- Experience with Hyper-V and VMWare Workstation building and maintaining Virtual Machines
- Experience with MS Teams and SharePoint environments
- Qualifications, Certifications or Designations:
- Class 5 Alberta Driver's license
- CompTIA A+
- ITIL Foundations
- Microsoft 365 Certified: Modern Desktop Administrator Associate
Job Classification: P2054 - Programmer Analyst II
Salary Range: $57,000 - $90,000
# of positions: 2
Posting End Date: December 10, 2024
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