Job Purpose
The Service Desk II Technician is responsible for providing timely and reliable technical support across facilities operated by the Enoch Cree Nation Education Department (ECN Education). This position supports the daily operation, maintenance, and troubleshooting of educational technology, including LOFT boards, Chromebooks, desktop computers, laptops, printers, tablets, and related classroom equipment, ensuring these resources remain safe, functional, and accessible to students and staff. The Service Desk II Technician works collaboratively with school leadership, ECN Information Technology, and the Education Data and Compliance Manager to ensure technology services, device inventories, documentation, and quality-assurance requirements are maintained according to established standards. This role contributes to the effective delivery of education programs by responding to service requests, maintaining and deploying devices, delivering technology training, maintaining accurate inventory records, and identifying or escalating technical, security, and equipment concerns.
Education, Experience And Requirements
Our guiding philosophy is that technology should strengthen teaching, learning, communication, and connection while remaining accessible, reliable, safe, and responsive to the needs of students, staff, and the Nation. The Service Desk II Technician approaches technology support as a service to the people, grounded in respect, patience, accountability, collaboration, and responsible stewardship. By maintaining educational devices, supporting users, protecting information, providing practical training, and ensuring accurate inventory and documentation, this role helps create inclusive learning environments where technology enhances - not replaces - relationships, culture, and meaningful educational experiences.
Knowledge & Skills
The successful candidate will possess the following knowledge, skills, and abilities:
- Three to five years of demonstrated experience working in a service desk, technical support, or related Information Technology environment.
- Strong knowledge of Information Technology concepts, including Windows and macOS operating systems, computer hardware, software applications, cloud technologies, networks, user accounts, and access management.
- Working knowledge of information security, cybersecurity, privacy, confidentiality, secure data handling, and appropriate access-control practices.
- Experience using service desk ticketing systems, such as ServiceNow or Jira Service Management, to document, prioritize, track, resolve, and report technical support requests.
- Demonstrated ability to install, configure, maintain, update, and troubleshoot educational devices, including LOFT boards, Chromebooks, desktop computers, laptops, printers, tablets, and related classroom peripherals.
- Knowledge of interactive classroom technology, including device connectivity, touchscreen calibration, casting, audio and video functions, software integration, firmware updates, and related accessories.
- Strong analytical, problem-solving, and troubleshooting skills, with the ability to identify root causes and develop timely, practical, and creative solutions.
- Knowledge of preventive maintenance, equipment testing, device deployment, warranty coordination, repair processes, secure storage, replacement planning, and responsible disposal practices.
- Knowledge of technology asset-management practices, including asset tagging, inventory controls, assignment tracking, physical audits, warranty records, repair histories, software licensing, and device lifecycle planning.
- Ability to maintain accurate technical, inventory, compliance, and service records with strong attention to detail.
- Excellent written and verbal communication and interpersonal skills.
- Ability to explain technical information clearly and respectfully to users with varying levels of technical knowledge and experience.
- Ability to develop user guides, troubleshooting instructions, quick-reference materials, knowledge-base articles, and practical technology training resources.
- Ability to plan and deliver individual and group training on educational devices, software, LOFT boards, and other classroom technologies.
- Strong organizational and time-management skills, with the ability to prioritize competing service requests and responsibilities effectively.
- Ability to work independently, exercise sound judgment, take initiative, and remain accountable for assigned responsibilities.
- Ability to collaborate effectively with Education leadership, school staff, Information Technology personnel, vendors, and the Education Data and Compliance Manager.
- Ability to remain professional, patient, respectful, and solution-focused when working under pressure or responding to urgent technical concerns.
- Demonstrated commitment to exceptional customer service, continuous improvement, quality assurance, and supporting positive teaching and learning environments.
- Willingness and ability to remain current with emerging technologies, cybersecurity practices, educational technology, and service desk support standards.
Personal Attributes
The Successful Candidate Will Demonstrate The Following Personal Attributes
- Respectful, approachable, patient, and service-oriented when supporting students, employees, leadership, and community members.
- Dependable and committed to providing consistent, timely, and high-quality technical support.
- Honest, trustworthy, and able to maintain strict confidentiality when handling student, employee, system, and organizational information.
- Self-motivated and able to take initiative without requiring continuous direction.
- Accountable for assigned responsibilities, service requests, equipment, inventory records, and follow-up commitments.
- Organized and detail-oriented, with a strong commitment to accurate documentation and quality assurance.
- Adaptable and able to respond effectively to changing priorities, emerging technologies, and unexpected technical issues.
- Calm, professional, and solution-focused when working under pressure or responding to urgent service requests.
- Collaborative and willing to build positive working relationships with Education staff, Information Technology personnel, leadership, vendors, and community partners.
- An effective listener who seeks to understand user needs before recommending or implementing solutions.
- Able to communicate technical information clearly, respectfully, and without judgment to users with different levels of experience.
- Resourceful and persistent when troubleshooting complex or unfamiliar problems.
- Committed to continuous learning, professional growth, and remaining current with technology and cybersecurity practices.
- Respectful of Enoch Cree Nation’s culture, values, protocols, and commitment to working for the people.
- Committed to responsible stewardship and the proper care, maintenance, tracking, and protection of Education Department technology and resources.
- Able to demonstrate sound judgment, discretion, integrity, and professionalism in all aspects of the role.
- Committed to supporting safe, inclusive, accessible, and positive teaching and learning environments.
Education
- High school diploma or equivalent is required.
- A two-year post-secondary diploma in Information Technology or a related field is an asset.
Certification Requirements
Two or more of the following certifications, whether current or expired, are required for consideration:
- Information Technology Infrastructure Library (ITIL)
- Google IT Support Professional Certificate (Foundational)
- Microsoft 365 Certified: Fundamentals
- Microsoft 365 Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Teams Administrator Associate
- Microsoft Security, Compliance, and Identity Fundamentals
- Cisco Certified Support Technician
- VMware Certified Professional (VCP)
- CompTIA Security+
- CompTIA Network+
Conditions of Employment
The employee is required to work Monday to Friday from 8:30 a.m. to 4:30 p.m. at maskekosak kiskinomatowikamik school and to comply with the Enoch Cree Nation Human Resources Policy and Procedure Manual and Information Management Policy. Some travel, overtime, and evening or weekend work may be required.
Working Conditions
The Service Desk II Technician provides first-level technical support to employees and educational programs, resolving a wide range of technology issues promptly and efficiently. The position requires excellent communication, strong problem-solving abilities, sound judgment, and a demonstrated commitment to customer service. The successful candidate must be a self-starter who can work independently while collaborating effectively with Education staff, school leadership, and the broader Information Technology team.
Key Responsibilities May Include
- Provide timely technical support to employees by telephone, email, chat, remote-access tools, and in person.
- Diagnose and resolve issues involving user accounts, passwords, permissions, software, hardware, network connectivity, printing, and system access.
- Install, configure, maintain, update, and troubleshoot educational technology, including LOFT boards, Chromebooks, desktop computers, laptops, printers, tablets, accessories, and related classroom equipment.
- Perform preventive maintenance, software updates, security updates, device testing, and readiness checks to reduce disruptions to teaching and learning.
- Coordinate the deployment, assignment, collection, secure storage, repair, replacement, and responsible disposal of educational devices.
- Provide individual and group training to staff and, where appropriate, students on the effective, safe, and responsible use and care of educational technology.
- Develop and maintain user guides, quick-reference materials, and training resources for commonly used devices, systems, software, and classroom technologies.
- Maintain a complete and accurate technology inventory, including asset tags, serial numbers, assigned users, device locations, condition, warranty information, repair history, and replacement status.
- Conduct regular physical inventory audits, reconcile discrepancies, and provide inventory and device-status reports to Education leadership and Information Technology management.
- Liaise regularly with the Education Data and Compliance Manager to support quality assurance, data accuracy, inventory verification, documentation standards, and compliance reporting.
- Manage user accounts, permissions, and access rights in accordance with organizational policies and information-security requirements.
- Record all support requests in the service desk ticketing system, ensuring that accurate and detailed information is documented.
- Escalate complex, urgent, or unresolved issues to senior technicians or the Information Technology Operations Manager, providing clear documentation and relevant context.
- Monitor network and server performance, identify and report potential concerns, and maintain Tier 1 server hardware and operating systems within the position’s assigned authority.
- Follow established procedures, security protocols, and knowledge-base resources when resolving technical issues.
- Contribute to the development and maintenance of technical procedures, knowledge-base articles, asset records, and service desk documentation.
- Assist with the planning and implementation of technology infrastructure projects as directed by the Project Manager, Senior Manager of Education, or Information Technology Operations Manager.
- Maintain professionalism, confidentiality, patience, and respectful communication when supporting users with varying levels of technical knowledge.
- Remain current with emerging technologies, cybersecurity practices, educational technology, and service desk support standards.
- Complete other related duties as assigned.
Other duties as assigned by the Direct Supervisor, Data and Compliance Manager and Senior Manager of Education
Responsibilities
The Service Desk II Technician is expected to demonstrate professionalism, accountability, confidentiality, sound judgment, and a commitment to responsive customer service. Responsibilities include, but are not limited to:
- Provide timely technical support to end users by phone, email, chat, and in person.
- Manage user accounts, permissions, and access rights.
- Diagnose and resolve IT issues, including password resets, software installations, hardware problems, network connectivity issues, and account access.
- Log all support requests in the service desk ticketing system, ensuring that accurate and detailed information is captured.
- Escalate complex or unresolved issues to senior technicians, providing detailed information and context.
- Follow established procedures and knowledge-base articles to resolve issues efficiently.
- Maintain a professional and courteous manner when interacting with end users, including under pressure.
- Contribute to the development and maintenance of knowledge-base articles.
- Assist with other IT-related tasks as required.
- Proactively identify and report potential problems.
- Stay up to date with current technologies and trends in IT.
- Monitor network and server performance, identify and resolve bottlenecks and issues, and maintain Tier 1 server hardware and operating systems.
- Assist with the planning and implementation of IT infrastructure projects as directed by the Project Manager.
- Install, configure, maintain, update, and troubleshoot educational technology, including LOFT boards, Chromebooks, desktop computers, laptops, printers, tablets, accessories, and related classroom equipment.
- Perform routine preventive maintenance, software and security updates, device testing, and readiness checks to minimize disruptions to teaching and learning.
- Coordinate the deployment, collection, secure storage, repair, replacement, and responsible disposal of educational devices in accordance with organizational policies.
- Provide individual and group training to staff and, where appropriate, students on the effective, safe, and responsible use and care of educational devices, software, and classroom technology.
- Develop and maintain user guides, quick-reference materials, and basic training resources for commonly used educational technologies.
- Maintain a complete and accurate technology inventory, including asset tags, serial numbers, assigned users, device locations, condition, warranty information, repair history, and lifecycle or replacement status.
- Conduct regular physical inventory audits, reconcile discrepancies, and provide inventory and device-status reports to Education leadership and IT management.
- Liaise regularly with the Education Data and Compliance Manager to support quality assurance, data accuracy, inventory verification, documentation standards, and compliance reporting.
Closing Date : October 16, 2026
Please submit cover letters & resumes to the Human Resources Department
780.470.4505 Ext: 2222 Show Email
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