Service Desk Technician (Information Technologies) - Permanent

Elk Island Public Schools; Sherwood Park; On-site; CAD 42,000 - 64,000; Full time

Benefits offered by this job

Comprehensive benefits for permanent-?

Job summary

Elk Island Public Schools in Sherwood Park, Alberta, is seeking a Service Desk Technician to provide front-line support for staff across campuses. You will handle hardware, software, and system issues, reply to requests in the ticketing system, and deliver deskside and remote assistance to keep our classrooms and offices running smoothly.

This full‑time role emphasizes documentation, end‑user training, and adherence to privacy and security policies.

Qualifications

• Minimum required: High school diploma or equivalent.
• Preferred: Technical certificate or diploma in computer science.
• Experience: 0-3 years in customer support.
• Desired: Experience in a K-12 education environment.

Responsibilities

• Provide deskside and remote support for hardware, systems, and software.
• Document service requests, changes, incidents, and problems.
• Install, configure, test, and maintain devices and software.
• Support privacy, security policies and data protection.
• Create user guides and training materials.

Skills

Hardware troubleshooting

Software support

Active Directory

Ticketing systems

Remote support

Documentation

Communication skills

Team player

Education

High school diploma

Technical certificate or diploma in computer science

Tools

Remote Desktop

Windows OS

Office 365

Email clients

Job description

Elk Island Public Schools (EIPS) is one of the largest school divisions in Alberta, serving the education needs of approximately 17,750 students in 43 schools. Every day, the staff and students of EIPS are encouraged to pursue opportunities to grow and discover their passions in life. We pride ourselves on providing staff and students with the tools to achieve success by offering dynamic programming, current resources, and practical professional learning opportunities.

Elk Island Public Schools Central Services building is located in Sherwood Park, at 683 Wye Road. Providing services for the Division, Central Services is comprised of eight departments, in addition to the Board of Trustees. The departments include Education Executive, Communication Services, Facility Services, Student Transportation, Human Resources, Financial Services, Supports for Students and Information Technologies. Central Services is staffed by 190 employees.

EIPS is recruiting a full-time Service Desk Technician with our Information Technologies department.

• Commencing October 13, 2026
• 37.5 hours per week (Monday to Friday, 7.5 hours per day)
• Open to internal and external applicants
• EIPS offers a comprehensive benefit package for permanent employees

JOB SUMMARY

The Service Desk Technician provides front-line technical support to school and central office staff, ensuring timely resolution of hardware, software, and system issues. The role responds to service requests and incidents through the ticketing system, delivers deskside and remote support, and escalates more complex issues as required. The Technician contributes to effective service desk operations by maintaining accurate documentation, supporting end-user training, and promoting the consistent and secure use of technology.

KEY RESPONSIBILITIES

Operations Technical Support

• Provide day-to-day deskside support for hardware, systems, and software applications, troubleshooting and resolving issues, and escalating tickets when needed.
• Document service requests, changes, incidents, and problems.
• Install, configure, test, and maintain devices and software.
• Perform routine maintenance and updates for optimal performance and security.
• Create, modify, and delete user accounts and permissions.
• Manage application-related incidents and problems, ensuring minimal disruption.
• Support root cause analysis and implement corrective actions.
• Support the records and information management program and asset inventories.
• Use standard diagnostic tools to identify issues and implement solutions within defined guidelines.
• Comply with, support, and configure privacy and security policies, including access control and data protection.
• Create and maintain user guides, training materials, and technical documentation.
• Provide end-user training and support to ensure effective use of applications and features.
• Support standardization and improvement of IT processes through guiding and mentoring staff.
  

Strategy and Planning

• Document common issues, processes and workflows, identifying areas for improvement.
• Recommend and implement solutions for application functionality and performance.
• Identify opportunities for business process automation and efficiency improvements.
• Stay current with industry trends and emerging technologies.
• Assist with project plans, timelines, and deliverables.
• Develop and execute test plans to ensure system changes meet business requirements.
• Assist with testing activities related to system updates or new applications as required.
• Track and report on application performance and issues.

Acquisition and Deployment

• Assist in deploying new hardware, applications, and system enhancements.
• Deploy pre-packaged software and assist in software releases and rollouts.
• Liaise with external vendors and service providers to coordinate support and maintenance work.
• Support data import/export processes and maintain data integrity.
• Develop and execute data migration strategies during system upgrades or changes.
  

QUALIFICATIONS

Education

• Minimum Required: High school diploma or equivalent.
• Preferred:Technical certificate or diploma in computer science or related field; equivalent training and direct experience may be considered.

Experience

• Minimum Required: 0-3 years of customer support experience
• Preferred: Experience in a K-12 education environment.

Knowledge, Skills and Abilities

• Minimum Required:
• Strong hardware, troubleshooting, and support skills.
• Knowledge of common software applications (e.g. Microsoft Office, email clients).
• Strong prioritization, organization and time management skills with the ability to adapt to frequent interruptions.
• Strong written and spoken communication skills to convey technical information.
• Effective interpersonal skills to maintain stakeholder relationships.
• Ability to work in a team environment as well as independently with minimal supervision.
  
• Preferred:
• Experience with ticketing systems and service management tools including remote desktop.
• Knowledge of IT security principles (password management, data protection) and practices.
• Basic knowledge of Active Directory (user account management).
• Documentation skills and familiarity with software deployment and updates.
  

Qualifications, Certifications and Designations

• CompTIA A+
• Microsoft 365 Fundamentals or equivalent
• Valid Alberta Driver’s License in good standing as per the requirements of the Elk Island Public Schools Vehicle and Equipment Operating Manual and access to a reliable vehicle.
  

For more information, please contact Nathan Sinnamon, Assistant Director, Information Technologies, at 780-417-8231 or email [e-mail]

Elk Island Public Schools appreciates and considers all applications; however, we only contact candidates who are selected for interviews.