Part Time - IT Systems Support Technologist

Position Summary Reporting to the IT Service Delivery Manager or the IT Service Desk Manager, the employee provides technical support and guidance to faculty, employees, and students (GBP customers) across campuses and remotely. Support covers polytechnic-approved software, printers, Windows and Apple computers, other computing technologies, and mobile devices used in employee workspaces, classrooms, labs, shared spaces, and auditoriums. The role also supports audio-visual (AV) technology in classrooms, labs, auditoriums, shared spaces, and meeting rooms, and helps ensure connectivity to infrastructure and resources. Key Responsibilities Log, create, update, and action tickets in accordance with processes, procedures, Service Level Agreements (SLAs), and customer requirements; ensure accurate details, troubleshooting notes, resolution steps, and timely closure upon confirmation of resolution. Troubleshoot and resolve issues related to software, printers, Windows and Apple devices, mobile technologies, classrooms, labs, and employee workspaces; provide support to both on-campus and remote users while escalating complex issues as required. Support the deployment, maintenance, and decommissioning of computing and mobile assets, maintain accurate asset records, provide operational support to internal IT teams, and contribute recommendations to improve technology offerings. Provide campus event and AV support, including equipment setup and teardown, user guidance, troubleshooting, issue resolution, and coordination with requestors, IT teams, Facilities, and vendors. Support AV technology upgrades, renovations, and equipment replacement; maintain accurate asset information and recommend improvements to AV services. Other duties as assigned. Educational and Experience Requirements Three-year diploma or degree or equivalent from a recognized post-secondary institution in related field. Combination of the following qualifications/certifications totaling between 101 and 520 hours of training (listed alphabetically, not by preference): Apple Certified Support Professional AppsAnywhere Certified Packager AVIXA Recognized AV Technologist Certificate CompTIA A+ Certification (industry standard exam) ITIL Foundation certification Microsoft Fundamentals Certification e.g. Azure, M365, Power Platform Microsoft Intune Fundamentals Equivalent experience in the field of IT Support/Administration Minimum 5 years' experience in identifying and evaluating technical cases. Technical experience is required in the diagnosis and resolution of all types of recurrent and uncommon problems associated with polytechnic standard end user devices, hardware components and peripheral equipment including network printers, commonly used applications and instructional software packages and Windows preparation with Microsoft Intune and Autopilot. Must possess the ability to analyze, diagnose and resolve problems of various operating systems across multiple platforms, common application software packages plus standard and non-standard Windows/Mac applications associated with the polytechnic. Experience in customer service and helping clients resolve technical problems. Experience in project coordination in a team environment. Ability to learn technical information quickly and maintain currency in field. Skills and Attributes Excellent communication, collaboration, teamwork, and interpersonal skills at a professional level. Demonstrated commitment to uphold the polytechnic’s priorities on equity, diversity, inclusion and Indigenization (EDII).