MacEwan University is seeking a Deskside Support Technician for a full-time continuing opportunity with the Information Technology Services department.
The Deskside Support Technician provides Tier 2 technical support to end-users to ensure the reliable operation of desktop computing environments across the institution. The role diagnoses, troubleshoots, and resolves complex endpoint issues escalated from the Technology Support team and delivers onsite support within offices, classrooms, laboratories, and other campus spaces.
You will apply approved configurations and institutional standards to deploy devices, support lifecycle activities, and maintain stable workstation performance. By delivering responsive, high-quality technical support, the Deskside Support Technician plays an important role in enabling employee productivity while promoting a consistent and positive technology experience for faculty, staff, and students.
The role requires regular physical presence across campus locations and involves hands-on interaction with devices, workspaces, and end-users in instructional and administrative environments.
Key responsibilities include:
-
Supporting connectivity and functionality for accessories such as printers, scanners, docking stations, and audio-visual components;
-
Performing device setup, imaging, configuration, deployment, and data migration for faculty, staff, and lab workstations;
-
Preparing, imaging, configuring, deploying, and setting up desktops, laptops, mobile devices, and lab workstations using approved institutional images and configurations;
-
Executing software deployments, updates, configuration changes, and data migration as directed, using established endpoint management tools (e.g., SCCM, Intune, Jamf) in accordance with defined standards;
-
Delivering professional, empathetic support that promotes a positive client experience and enhances user productivity and technology adoption;
-
Translating technical information into clear, user-friendly explanations;
-
Coordinating with the help desk, infrastructure, network, information security, AV, and enterprise application teams when cross-functional issue resolution is required; and
-
Monitoring recurring technical issues and providing feedback to Endpoint Administrators to support continuous improvement of standard workstation configurations.
You will have:
-
Demonstrated troubleshooting and diagnostic skills with the ability to analyze technical issues, identify root causes, and implement effective resolutions within established standards Strong working knowledge of Windows and macOS operating systems, endpoint devices, and commonly supported enterprise applications;
-
Foundational experience with and understanding of network connectivity concepts, with the ability to troubleshoot issues related to wireless access, VPN, and device communication following established procedures;
-
The ability to work effectively in environments with frequent interruptions, time sensitivity, and visible service impacts;
-
The ability to prioritize competing service requests, exercise sound judgment, and respond effectively in a fast-paced, service-driven environment;
-
Excellent interpersonal and communication skills with the ability to translate technical information into clear, user-friendly guidance for individuals with varying levels of technical proficiency;
-
Demonstrated commitment to client service, including professionalism, responsiveness, and the ability to manage challenging situations with discretion and composure;
-
A strong understanding of institutional security practices and the ability to apply required controls and safeguards when supporting endpoint technologies;
-
A proven ability to work both independently and collaboratively within a cross-functional IT environment;
-
Strong organizational skills and attention to detail, including the ability to document technical work accurately and maintain reliable support records; and
-
A demonstrated adaptability and willingness to learn emerging technologies to support a continuously evolving digital environment.
-
A minimum of a post-secondary diploma in IT or Computer Science.
-
A minimum of 3 years of progressive technical support experience in a structured IT environment supporting desktops, laptops, mobile devices and related technologies.
-
Demonstrated hands-on experience diagnosing and resolving hardware, operating system, software, and peripheral issues across Windows and macOS environments.
-
Experience supporting workplace technologies such as printers, scanners and docking stations.
-
The following experience and certifications would be considered an asset
-
Experience using IT Service Management tools to log and track incidents.
-
Experience working in a post-secondary or other public sector environment.
-
CompTIA A+ – Industry standard for hardware and software troubleshooting.
-
CompTIA Network+ – For basic networking knowledge.
-
Microsoft Certified: Modern Desktop Administrator Associate – Focused on Windows environments.
-
Apple Certified Support Professional (ACSP) – For macOS support.
-
ITIL Foundation – For understanding IT service management processes.
-
An equivalent combination of education and experience may be considered.
-
This position is on campus only.
When you become part of the MacEwan University team, you will enjoy a competitive salary. Our total compensation package includes:
-
Competitive base pay
-
Generous vacation time
-
Secure pension plan
-
Flexible benefits package
-
Continuous learning culture
-
Opportunities for career growth
