Role
The IT Support Administrator acts as the primary contact for all IT incidents and service requests on campus, providing both first- and second-level support to staff and students through various channels, including email, phone, in-person, and self-service. This role involves managing a diverse array of equipment and systems such as computers, tablets, printers, multimedia tools, software, and network devices.
The administrator is responsible for resolving support requests, ensuring high levels of customer satisfaction in accordance with IT policies, and maintaining all IT equipment in optimal condition. Additionally, they create and maintain support documentation to empower users to resolve issues independently and efficiently.
Duties and Responsibilities
- Provide first and second level IT support to staff and students.
- Maintain, manage, repair, and troubleshoot company assets and systems, including replacements, repairs, and inventory management.
- Ensure appropriate handling of support tickets (creation, prioritization, and escalation) in the IT service desk system to meet service level agreements (SLAs).
- Investigate problems, identify their sources, and determine potential solutions.
- Coordinate maintenance and upgrades with the campus management team.
- Train staff on various equipment, solutions, and applications used within the organization.
- Produce documentation, help sheets, frequently asked questions lists, and training materials for end users.
- Occasionally work outside regular business hours or on weekends to perform installations, upgrades, or provide support for company events.
- Undertake additional duties as required.
Education and Experience
- Associate’s degree or apprenticeship in IT.
- 1-2 years of experience in an IT support role.
- Good knowledge of Microsoft Windows and Apple Mac OS client operating systems.
- Previous experience working with students or in an educational environment is a plus.
Skills
- Fluent in English; good knowledge of French and functional proficiency in another language.
- Strong analytical and problem-solving skills; independent in approach.
- Effective communication skills with a diverse range of individuals, both in person and in writing.
- Strong customer service orientation and a proactive attitude.
- Ability to plan and prioritize workload without supervision.
- Able to learn quickly, ask questions, follow instructions constructively, and adapt to various tasks.
Apply online using the form below. Only applications matching the job profile will be considered.