IT Support Technician

Marigold Library System is seeking a full-time technology professional with strong attention to detail and excellent communication skills.  The successful candidate will be a collaborative team player with a solid foundation in technical troubleshooting and research skills, and a general understanding of desktop hardware and software used in an enterprise environment.

You will be the first point of contact for staff member support requests and will, in collaboration with the rest of the IT Team, diagnose, repair and maintain the hardware and software components throughout our organization.  Reporting to the Director of IT Services, you will help ensure that our network and systems remain stable and secure, supporting staff at all levels so they can deliver public library services that impact people’s lives and contribute to the vitality of rural and urban communities.

Marigold is a not-for-profit member cooperative serving 44 municipalities in Alberta. Through our centralized operations located in Strathmore, we support local library service through the sharing of technology, online streaming and downloadable services, book purchasing, van deliveries, and professional expertise. Our facility is the operational hub for managed IT services for 37 public libraries in Marigold. Marigold is committed to collaboration and innovation. Find out more at marigold.ab.ca.

The position has a 35-hour work week, Monday to Friday, with 7-hour workdays.

This position is primarily onsite at Marigold Headquarters in Strathmore, with the ability to work remotely during extreme weather events and as required.

Some travel in Marigold vehicles and occasional early morning, evening, and weekend work are required.

Primary Responsibilities:

• Triage support requests on a priority basis, perform initial data collection and troubleshooting, and escalate support requests as needed to resolve more complex issues. Coordinate on-site visits with other Technicians and follow up with end users to ensure issues are resolved.
• Resolve user issues by providing network and desktop support for hardware and software through remote and in-person assistance.
• Onboard new user accounts to the network and cloud platforms and decommission users as needed.
• Follow instructions for resolving common service and/or user requests.
• Provide guidance and recommendations to end users in the appropriate use of hardware and software with a focus on promoting self-reliance for common troubleshooting tasks.
• Set up new and/or perform standard maintenance on equipment and client devices.
• Create technical documentation, troubleshooting guides, and ensure documentation is kept current and up to date.
• Assess equipment and functional needs to determine specifications for purchases.

Education and experience required:

• Two-year diploma or certification in a Computer related field.
• Two years of directly related experience including troubleshooting and customer service.
• Working knowledge of Microsoft Operating systems, network architecture and computer hardware.
• Active Directory and Windows Server experience.
• Strong customer service, interpersonal and organizational skills.
• Technical problem-solving abilities and proficiency with productivity software.
• Ability to do independent research, and desire to learn about new software tools and solutions.
• Proficiency with MS Office Suite (Outlook, Word, Excel, PowerPoint, Teams), and software applications.
• Ability to travel for work and operate a Marigold vehicle as required.
• Ability to bend and lift items weighing up to 50 lbs.
• Ability to work collaboratively and independently in a team environment.

Additional requirements:

If you are the successful candidate and an offer is made to hire, the following documents are required. Failure to provide any of the documentation below in a timely manner shall automatically rescind the conditional offer of employment.

• The offer of employment is conditional upon providing a Criminal Record Check and Vulnerable Sector Check completed within the last six months that is satisfactory to Marigold in accordance with Marigold’s Criminal Record and Vulnerable Sector Checks Policy. Obtaining and completing the Criminal Record Check and Vulnerable Sector Check will be required prior to your start date.
• The offer of employment is conditional upon successfully demonstrating possession of a valid class 5 Alberta driver’s license to Marigold’s Human Resources designate or your supervisor on your start date.
• The offer of employment is conditional pending receipt and review of a three-year driver’s abstract dated within the last six months.

Marigold Headquarters facility:

The Town of Strathmore has a population of over 15,000 residents and is located 40 km east of Calgary on the Trans-Canada Highway (25-minute commute from city limits). Many Marigold employees commute from Calgary, while others reside in Strathmore and surrounding area.

Salary and benefits: The salary range for this position is $58,109 - $71,280 annually, commensurate with experience. Marigold offers an excellent benefits package and pension plan that commences after three months of successful employment.

The closing date for this position is Wednesday, May 27 at 4:00 pm MDT. We thank all candidates for their interest in the position. Only those selected for an interview will be contacted.

Personal information is collected in accordance with the Government of Alberta Protection of Privacy Act, and will only be used for candidate selection.