Position description The Information Technology Support Specialist - Level 2 will provide support to the Mount Allison University community and external clients with whom the university has an agreement or contract through the installation, maintenance, support and repair of all computers, printers and related hardware and software. As top-tier technical support for the User Services division in the Computing Services Department this position will also provide Level 1 Network support: diagnosing problems; installing network equipment – including cabling, switches and wireless access points; and repairing network jacks. The I.T.

Support

Specialist - Level 2 will also be required to maintain up to-date knowledge and certifications for PC and Apple products while providing direction and technical guidance to Student Computer Technicians and Helpdesk staff.

Position Responsibilities

Inventory, configuration, repair, maintenance, installation of Computers: over 1400 computers, both PC and Apple in enterprise and non-enterprise environments on campus and on client premises

Inventory, configuration, repair, maintenance, installation of Peripherals and Mobile Devices: printers, scanners, iPhones, iPads, POS devices, etc.

Installation/Support/Evaluation of multiple software products: MS Office, SCCM, SharePoint, etc.

Support for Helpdesk Analysts – Answer questions and assist Helpdesk with difficult issues

Troubleshoot and resolve issues assigned by the Helpdesk

Product assessment, consultation and quote preparation for product purchasing

Warranty level hardware support to meet contractual obligations with vendors

Maintain a high level of customer service and support

Assist the Network Administrator, including switch and wireless access point troubleshooting

Maintain confidentiality of university and client data including personal, financial, back-up and recovery

Maintain Multiple Databases, including CSD incident and asset management system

Helpdesk, student and end user training including preparation of user manuals

Recycling of old computers including secure data removal

Support of Mount Allison University owned home computers

Billable tickets for non Mount Allison customers

Network support for residence, including jack installation and repair

Create and maintain Service Level Agreement documentation

Assess University needs to create, maintain and distribute computer and lab images

Basic troubleshooting for walk in students





Assist in the development of long range planning for recent projects and computer needs Supervisory Responsibilities Student Computer Technician hiring, training and supervision Key relationships and contacts Day to day personal contact with all members of the University community

Maintain contacts with 3rd party repair centers

Maintain relationships with service managers and sales representatives of preferred vendors

Problems that cannot be resolved are reported to the vendor for in-depth analysis and future patch releases

Regular contact with external clients Decision-making, problem-solving Ability to prioritize and handle multiple competing tasks

Strong analytical skills with high technical aptitude

Top-tier problem solving abilities with strong troubleshooting skills and keen attention to detail

Assist with vendor RFP preparation and evaluation

Ability to assess technical and user requirements and recommend solutions Continuing Study Acquire and maintain certifications on University and client standard hardware. Concentration A moderate degree of concentration is required in disassembly and assembly of laptops and other hardware Physical Demands Ability to lift up to 23Kg on a regular basis with the occasional requirement to lift more than 23Kg Accountability Handle equipment valued over $1000 on a regular basis

Ensure data is backed up and secure when working on employee and customer computers

Ensure hard drives are properly wiped or destroyed prior to disposal The I.T.

Support

Specialist works independent of management with regards to work prioritization and resolutions, except in exceptional circumstances

Reporting takes place through the incident management system

Responsible for ultimate problem analysis, resolution and documentation.

Some errors may require Operations personnel time to correct.

Safety Of Others

Responsible for ensuring safe practices are followed by student employees Working Conditions Must move around campus and move equipment in all weather conditions

Exposure to dust





Must deal with irate and upset people on a regular basis Schedule, hours Normal hours are 8:30 – 4:30 during the academic year and 8:30 – 4:00 during the summer

50+ hours of additional after hours work required to maintain lab computers in summer or when needed

Some evening hours may be required at times Qualifications/skills Two year College/University degree plus 2 years of related Enterprise experience OR similar training and 5 years of related Enterprise experience. The I.T.

Support

Specialist must be certified to perform warranty repair of current Mount Allison computer standards and have a strong customer service focus. Must be able to work effectively in a team or independently and prioritize tickets in a multi-tasking, high-interruption environment and have the ability to communicate with clients in user-friendly language.

Personal Protective Equipment Required Protective

Gloves (thermal or cryogenic) (hands only) Goggles (mono-framed) Only those already eligible to work in Canada need apply. We thank all applicants for their interest; however, only those selected for an interview will be contacted. Application materials will be collected for recruitment purposes only and handled in accordance with the University’s privacy and records-management practices.

If you are interested in the challenges and opportunities that this position has to offer, please forward your application, including your resume and cover letter, to People and Culture via email to [email protected] . Review of applications will begin on August 13, 2026.

Mount

Allison is committed to diversity and inclusiveness. We encourage applications from members of racialized communities, Indigenous persons, persons with disabilities, and persons of all sexual and gender identities. We seek candidates with qualifications and knowledge to contribute specifically to the further diversification of our campus community.

At Mount

Allison, we are committed to ensuring your interview experience is as comfortable and accessible as possible. If you require any accommodations or adjustments during the interview process, please do not hesitate to inform us. Your needs are important to us, and our dedicated team is here to support you by reaching out to People and Culture at [email protected] Visit our website at www.mta.ca/employment for other employment opportunities at Mount Allison University or to register to receive e-mail notification of new opportunities.

📌 I.T. Support Specialist - Level 2 (Sackville)
🏢 Mount Allison University
📍 Sackville