IT Support Technician

Southern Alberta Institute of Technology; Calgary; On-site; CAD 30,000 - 60,000; Full time

Job summary

An educational institution in Calgary is seeking an IT Support Technician to provide second-level technical support for staff and students. You'll be responsible for troubleshooting complex incidents, managing endpoint devices, and mentoring junior technicians. The ideal candidate has a diploma in Information Systems and 3–5 years of experience. This role offers a competitive hourly rate and comprehensive benefits, aiming to enhance service quality and operational reliability.

Benefits

Generous time off and benefits

Professional development opportunities

Access to virtual therapy

Reduced group RRSP or TFSA rates

Dining options on campus

Free fitness facility access

Qualifications

• Minimum 3–5 years of experience in IT support or technical operations.
• Exceptional communication and interpersonal skills.
• Strong understanding of Windows and macOS environments.

Responsibilities

• Provide second-level technical support for staff, faculty, and students.
• Perform in-depth troubleshooting across hardware, software, and network environments.
• Create documentation and training materials for end users and staff.

Skills

Technical aptitude

Communication skills

Troubleshooting skills

Analytical thinking

Time management

Collaboration skills

Education

Diploma in Information Systems

Bachelor's degree in Computer Science

Tools

ServiceNow

Jira

Remedy

Job description

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 Opportunity

Job classification: P2018 - PC Support Specialist

# of positions: 2

Hourly Rate: $27.00

Position End Date: March 31, 2027

Deadline to apply: 4:00PM, February 16, 2026

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.

How you’ll contribute

• 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.

What you bring

• 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., ServiceNow, 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.

Working Conditions & Physical / Sensory Requirement

• 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 – you’ll hear from us either way. We take time to review each submission carefully and promise not to vanish.

Together, we build bold futures

At SAIT, we equip you with the resources you need to shape bold futures for yourself and our communities. We offer a comprehensive package including:

Benefits

• Generous top‑up in lieu of time off and benefits
• Professional development opportunities through access to LinkedIn Learning and discounted Continuing Education and Professional Studies courses
• Access to Greenshield+ for virtual therapy at a reduced rate to support your well‑being
• Ability to contribute to RRSP or TFSA with reduced group rates
• Excellent dining options on campus
• Free access to our fitness facilities and group fitness classes

About SAIT

At SAIT, we’re building bold futures. We’re a community of tenacious problem‑solvers, inventive thinkers, and passionate collaborators who believe in doing work that matters.

Named one of Alberta’s Top Employers, we’re driven by a desire to create an impact in our community. If you’re looking for a place where purpose meets possibility, you’ve found it here.

We’re committed to community and belonging

Community and belonging is essential to achieving SAIT's vision to be a global leader in applied education. We encourage applications from women, Indigenous people, racialized people, people with disabilities, people from gender and sexually diverse communities, and/or people with intersectional identities. Learn more about Community and Belonging at SAIT.