Technical & Systems Support Specialist

Position:

Technical & Systems Support Specialist

Reports to:

Director of Information and Educational Technology

Position Group:

Support Staff

Term:

Permanent, full time position (On-site)

Strathcona-Tweedsmuir School

Strathcona-Tweedsmuir School (STS) is a premier co-educational day school nestled in the Foothills of the Rocky Mountains just outside of the City of Calgary on a 220-acre campus. As an International Baccalaureate (IB) World School, STS offers all three IB Programmes from Kindergarten through to Grade 12.

In addition to the global perspective offered by the International Baccalaureate (IB) Diploma Programme, the School offers an extensive co-curricular program in a technology-rich environment. Students take advantage of the amazing natural setting including a small pond, forest, and extensive trail system to complement their academic learning.

STS combines the rich traditions from its 120 years of history with innovative and research-based instructional practices where students pursue lives of purpose, flourishing emotionally, physically, and intellectually.

STS values pluralism. We are committed to welcoming, respecting and valuing people for who they are as individuals, learning from their differences, embracing their uniqueness, and providing a positive workplace for all.

Position Overview

The Technical & Systems Support Specialist is responsible for the delivery, support, and continuous improvement of information technology support services for students, families and employees at STS through the IT Services Help Desk. This role ensures the effective operation, maintenance, and support of all end-user hardware, software, AV infrastructure and classroom technology, including computers, printers, projectors, interactive whiteboards, and other multimedia systems. This position is campus-based and requires onsite presence to support instructional technology, infrastructure, and end-user services.

In addition to frontline service delivery, the position plays a key role in escalated technical support, supporting systems administration, infrastructure operations, servers, networks, and enterprise platforms to ensure reliability, security, and performance across the organization.

The role serves as an experienced technical resource within IT service delivery, collaborating with team members, sharing knowledge, and contributing to service standardization and continuous improvement

As part of a forward-looking IT strategy, this position contributes to the evaluation, implementation, and support of emerging and AI-enabled technologies, helping to enhance operational efficiency, user experience, and innovation in teaching, learning, and administrative processes.

Core Areas of Responsibility

Advanced Technical Support & Operations Management

· Technical Support: Provide advanced technical support and assist in resolving escalated issues across end-user devices, systems, software, and applications.

· End-User & Classroom Technology: Support, maintain, and lifecycle manage all end-user and classroom technologies, including digital devices, printers, and AV equipment.

· Service Quality & User Support: Optimize IT service processes, and deliver high-quality, user-focused support to ensure an exceptional technology experience for employees and students.

Data Management & Specialized Systems Support

· SIS & Database Management: Provide operational support for the Student Information System (SIS) and related databases, including user provisioning, data validation, reporting, system configuration, and third-party integrations while ensuring data integrity and effective system utilization.

Infrastructure & Systems Administration Support

· Systems Administration: Assist in the administration, monitoring, and operation of physical and cloud servers, enterprise systems, user directory accounts, and data backup/recovery solutions.

· Identity & Access Management: Assist in managing user identity lifecycles, directory services (e.g., Active Directory, Azure AD/Entra ID), Single Sign-On (SSO) integrations, and access controls to ensure secure and seamless user authentication.

· Network & Infrastructure Services: Support campus network infrastructure services, ensuring reliable wired and wireless connectivity, optimal performance, and hardware maintenance

Security, Innovation & Project Delivery

· Cybersecurity & Risk Mitigation: Contribute to operational cybersecurity practices, vulnerability management, and the overall protection of organizational systems and data.

· Project Delivery & Improvement: Lead or support technology projects, hardware/software deployments, and continuous improvement initiatives across the department.

· AI & Automation Integration: Support the evaluation, testing, and implementation of AI-enabled tools and automation solutions to enhance IT service delivery and organizational operational efficiency.

Qualifications and Experience

· Education: Post-secondary education in Information Technology, Computer Science, or a related field (or an equivalent combination of education, technical certifications, and experience).

· Professional Experience: Minimum of 3–5 years of progressive experience in technical support, systems administration, or network support roles.

· Operating Systems & Software: Strong knowledge of end-user technologies, including Windows, macOS, Microsoft 365, and cloud-based platforms.

· Systems Administration: Working knowledge of server administration, virtualization and enterprise application platforms.

· Network Infrastructure: Experience supporting network infrastructure, including LAN/WAN, wireless networks, and foundational network security concepts.

· Identity & Endpoint Management: Familiarity with identity and access management (IAM), mobile device management (MDM/Intune), and automated patching processes.

· ITSM & Service Delivery: Experience utilizing IT service management (ITSM) tools and incident tracking systems to manage workflows and ticket escalation.

· Problem Solving: Demonstrated ability to troubleshoot complex technical issues, perform root-cause analysis, and implement effective solutions.

· Communication & Collaboration: Strong interpersonal, customer service, and collaboration skills, with a proven ability to communicate effectively with both technical and non-technical stakeholders.

· Leadership (Asset): Experience mentoring, guiding, or acting as a technical resource for team members in an IT environment is desirable.

· Emerging Tech & Automation (Asset): A strong interest or practical experience in automation, scripting (e.g., PowerShell), or AI-enabled technologies is considered a distinct asset.

Application Instructions

Applications must contain a cover letter, your resume, and the names and contact information for three work-related references (one of which must be a direct supervisor). Your references will not be contacted without your prior consent. All applications must be uploaded as one PDF document. 

Please submit your application through our recruitment module at https://recruiting.ultipro.ca/STR5005STCN

Applications will be reviewed as received and interested applicants are strongly encouraged to apply early as the position will be filled as soon as a qualified candidate is selected. 

Strathcona-Tweedsmuir School provides a welcoming environment for all employees and encourages diversity among staff and students as part of our commitment to the Alberta Human Rights Act.