Opportunities

Salary Information

HL20 - $69,338.00 - $90,139.30 per annum

Duties and Responsibilities

• Responsible for the oversight and management of the day-to-day operations of the IT Computer Support Specialists and Technicians located throughout all College of the North Atlantic campuses.
• Manage and lead the Help Desk team - including hiring, training, coaching and evaluating staff.
• Ensure timely and efficient resolution of IT support requests, both remotely and on-site.
• Provide a secure computing infrastructure for an academic learning environment.  Advises academic and management staff in all College locations on cybersecurity matters relating to computer technology.
• Monitor and report on Help Desk performance metrics, including response times, resolution rates, and user satisfaction.
• Develop and implement procedures and best practices for Help Desk operations.
• Collaborate with the IT Manager to prioritize and address high-impact issues.
• Maintain up-to-date knowledge of industry trends and emerging technologies to improve support services.
• Handle escalated technical issues and provide advanced troubleshooting assistance.
• Coordinate with other departments to ensure seamless integration of services and support.
• Oversee the maintenance and management of IT support tools and software.
• Conduct regular training sessions to enhance the technical skills of the help desk team.
• Other related duties as required.

Screening Criteria

• Diploma in Information Technology, or other computer-related field (equivalencies will be considered).
• Relevant experience supporting complex IT infrastructure.
• Industry certifications (e.g., CompTIA A+, ITIL, HDI) – (asset).

Assessment Criteria

• Knowledge of the information technology field, including cybersecurity and ITIL.
• Knowledge of help desk software and ticketing systems.
• Ability to mentor and collaborate in a team environment.
• Customer service skills.
• Problem solving skills.
• Ability to work independently with limited supervision.
• Confidentiality.
• Establish and maintain effective working relationships.
• Communication skills.

Conditions of Offer

• When requested by the Employer, a recent and satisfactory Certificate of Conduct must be provided.
• Verification of credentials and applicable licenses, certifications, and/or professional memberships as required for the position.

Conditions of Acceptance

College of the North Atlantic (CNA) recognizes the importance of and is committed to offering flexible work arrangements to its employees. The successful applicant may qualify for a telework arrangement within the province, subject to eligibility criteria. Where appropriate, consideration may be given to a primarily remote, hybrid, or ad-hoc arrangement. However, as a place-based organization, candidates are expected to report to the specified work location identified in this job posting, as all positions will involve some degree of on-site work, unless otherwise indicated.

Applicant Information

• This position provides flexibility in location, with consideration being given to candidates requesting to work from any one of our campuses throughout the province.
• Applications must be submitted online through https://www.cna.nl.ca/careers/opportunities on or before the closing date stated for this job posting.
• It is the responsibility of the applicant to submit an application that demonstrates the required screening criteria. Applications that do not clearly and effectively demonstrate the required criteria will be screened out of the competition.
• Preference will be given to applicants who are a Canadian citizen, permanent resident of Canada, or those who are legally entitled to work in Canada.
• Applicants who elect to include a cover letter (optional) must upload cover letter and resumé as a combined document (PDF). Resumés should be in chronological order specifying education and employment in months and years including part-time and full-time employment.
• Information submitted as part of the application process must be clear, factual, and current to date of submission and is subject to verification.
• Applicants will be notified of their status throughout each stage of the recruitment process.
• An offer of employment is conditional upon the satisfactory completion and review of all pre-employment requirements by the College.
• The results from this competition may be used to fill similar vacancies.

Closing Statement

For more information about this job opportunity or should you require an accommodation as part of this recruitment and selection process, please contact Diane Grandy, Selection Board Chair, by email at diane.grandy@cna.nl.ca.

College of the North Atlantic (CNA) strives to create an organizational culture that welcomes and amplifies diverse perspectives, nurtures belonging and actively seeks to eliminate barriers to equity. We invite all interested individuals to apply, and as part of our shared commitment to the advancement of equity, diversity and inclusion (EDI) as a true reflection of CNA’s core values (Excellence, Integrity, Diversity, Respect and Transparency), we encourage applications from equity-seeking groups including, but not limited to, Indigenous Peoples, racialized persons, persons with disabilities, those who identify as women, and members of 2SLGBTQIA+ communities.

We appreciate your interest in College of the North Atlantic!