Technology Services Support Staff

About Us

Position Overview

Full-Time, Permanent (Office-based)

Key Responsibilities

• Manage and support the iCademy’s information technology, network infrastructure, and computer systems across academic, research, and administrative environments. Support phone systems, camera systems, and access controls.
• Ensure technology resources are accessible, functional, and equipped with current, licensed, and institution-approved hardware and software.
• Monitor, maintain, and regularly update IT systems to ensure maximum availability, performance, and security.
• Provide first- and second-line technical support to faculty, staff, and students for hardware, software, network, and application-related issues.
• Troubleshoot and resolve technical incidents promptly, escalating complex issues when necessary.
• Install, configure, and maintain desktop and laptop computers, mobile devices, printers, and peripheral equipment.
• Support classroom and instructional technologies, including audiovisual equipment and video conferencing tools. Support learning platform, comprised of Canvas LMS, Powerschool SIS and custom developed integration tools.
• Maintain computer labs and shared computing facilities, ensuring systems are operational and compliant with institutional standards.
• Assist with user account management, access permissions, onboarding, and offboarding processes. Leveraging both Google and Microsoft technologies.
• Implement and support IT security measures, including antivirus protection, system
• updates, backups, and data protection controls.
• Maintain accurate documentation of IT assets, system configurations, incidents, and resolutions using the institution’s ticketing or service management system.
• Liasson with corporate headquarters in the United States.
• Collaborate with academic departments and administrative units to identify technology needs and recommend appropriate solutions.
• Support IT projects, system upgrades, and the rollout of new technologies as required.
• Adhere to institutional IT policies, data protection regulations, and cybersecurity best practices.

Education And Experience

• Bachelor’s Degree in Information Technology, Computer Science, or a related field, or equivalent practical experience
• 3 – 5 years of experience in an IT support, helpdesk, or technical support role, preferably within an academic or large organizational environment
• Experience supporting a diverse user base with varying levels of technical proficiency

Technical Skills

• Working knowledge of Windows and macOS operating systems; familiarity with Linux is an advantage
• Experience with productivity platforms such as Microsoft 365 or Google Workspace
• Basic understanding of networking concepts, including wired and wireless connectivity
• Familiarity with learning management systems and classroom or instructional technologies
• Experience using IT service management or ticketing systems

Technical Competencies

• Strong troubleshooting and problem-solving skills across hardware, software, and network environments.
• Ability to manage and prioritize multiple support requests effectively.
• Understanding of IT security principles, data privacy, and access control in an academic setting.

Professional And Interpersonal Competencies

• Excellent customer service orientation with strong verbal and written communication
• skills.
• Ability to explain technical concepts clearly to non-technical users.
• Strong organizational skills with attention to detail and documentation.
• Ability to work independently and collaboratively within a team environment.

Personal Attributes

• Adaptable and willing to learn new technologies and systems.
• Patient, professional, and responsive in high-demand or time-sensitive situations.
• Committed to supporting the mission and values of an academic institution.
• Demonstrates integrity and discretion when handling sensitive information