Technical Support Representative – Enterprise Information Technology

Date Posted: June 16th, 2026

Posting Deadline: June 30th, 2026

Department: Enterprise Information Technology

Type of Employment: 1 year contract, Full-Time

Salary: $53,000

At Saint Mary's University, you will be surrounded by a talented and dedicated team of professionals committed to accessibility, diversity, and the provision of a positive and supportive learning environment. We recognize the importance of the contribution and growth of each individual in the University's success. We are currently looking to fill the position of Technical Support Representative to join our Enterprise Information Technology team.

"This is a Saint Mary's University position. The successful candidate, however, will be required to perform duties at other post-secondary institutions, within HRM, with which we collaborate."

What we offer

As a team member at Saint Mary's, we are proud to offer many benefits. Some of these include:

• Competitive compensation
• Comprehensive benefits package
• Defined Contribution Pension plan
• Vacation
• Personal days
• Holiday closure
• Summer hour schedule

Employee Transit EPass through Halifax Transit

Job Information and Responsibilities

Under the direction of the Assistant Director, Client Technology Services, the Technical Support Representative will:

• Provides Help Desk (Tier 1and tier 2) support for the AST Community. Creates and updates service requests, within the SMU Enterprise Ticketing System, providing details of work done and contacts made while troubleshooting the request; may create tickets for other Tier 2 groups, as required. Responds to client feedback.
• Supports electronic mail, internet services, and desktop applications; resolves problems or service requests of an unusual or non-routine nature.
• Be proficient in both the AST ERP (Enterprise Resource Planner) and LMS (Learning Management System) and the interdependencies between both.
• Assists users with navigation, troubleshooting and data integrity.
• Advises the AST Community on a variety of technology issues and requirements; assists users in formulating service requests
• Researches technology and software upgrades.
• Responds to all cyber security issues/incidents reported by the AST Community. Responsible for implementing cyber-security training to the AST Community.
• Advises Helpdesk (Tier 1) staff of known issues that may affect clients, and of any potential phone support options available that may reduce client downtime.
• Manages user accounts and access-related support for new students, faculty and staff.
• Provides tier 1 and where applicable tier 2 audio visual support for AST classroom facilities. Coordinates with AV vendors for escalations.
• Installs and maintains software for use by the AST Community. This will include not only personal computing devices but also those software applications used in labs and classrooms.
• Deploys the AST standard software image to any new equipment arriving at the client's location as well as installs any non-standard applications and hardware required by the client. Troubleshoots and updates this standard software image as required.
• Installs and configures the client application for several networked database programs and operating systems.
• Works in collaboration with Saint Mary's University Tier 2 Support and Project Teams to troubleshoot both software installation and network failures/issues.
• Schedules and deploys all hardware replacements and/or reallocations. This will all be documented through the SMU Enterprise Ticketing System, to meet strict financial deadlines while working within client schedules and minimizing client downtime.
• A significant component of this position involves supporting the Ecumenical Shared Ministries Training Program (ESMTP). This national project, funded by Lilly Endowment Inc., develops curriculum and training for lay and ordained leaders within churches that share resources, staff, or buildings.

Experience and Education Requirements

To be the successful Technical Support Representative you will have:

• Undergraduate degree (equivalent combination of education and experience may be considered)
• Minimum five years directly related experience
• Strong organizational skills
• Ability to work in fast-paced, team-oriented environment
• Knowledge and experience with Microsoft Endpoint Manager toolset (formerly Intune)
• Knowledge and experience with Mac OS / iOS and Apple management processes and systems.
• Knowledge and experience of Microsoft 365 and Azure
• Knowledge and experience of Microsoft Active Directory and Azure Entra
• ITIL Foundations Certificate a definite asset
• Technology certifications such as: Microsoft, Amazon, Apple, Network (Novel, Cisco)

Application Details

Apply for this opportunity online using our online application system through Career Beacon. Click on "Apply Now" and complete all required information fields. Qualified candidates should submit the following with their application:

• Resume
• Cover Letter
• Three Professional References

Late applications may not receive consideration. We appreciate all applications and note that only candidates selected for an interview will be contacted. No telephone calls please.

At Saint Mary's University equity and diversity are integral to excellence and enrich our community. As an institution committed to fostering an environment of inclusion and respect, we welcome applications from women, Indigenous peoples, racialized persons/visible minorities, persons with disabilities, persons of minority sexual orientation or gender identity and others who might contribute to the growth and enrichment of our community.

All qualified candidates are encouraged to apply; however, preference will be given to Canadian citizens and permanent residents. If you require accommodations during the recruitment process, please contact Human Resources at [email protected].