Senior Service Desk Administrator

Saskatchewan Distance Learning Centre requires a permanent full-time Senior Service Desk Administrator. The position can be located in the Administrative office in Regina or Saskatoon campus. The position will commence on September 8 2025 or a mutually agreed upon date.

Sask DLC is a Treasury Board Crown Corporation created to deliver high-quality and equitable online learning programs to students across the province. Sask DLCs head office is located in Kenaston with an administrative office in Regina and regional campuses located in Estevan Kenaston La Ronge Moose Jaw Neilburg Nipawin Prince Albert Regina Saskatoon Swift Current and Yorkton.

Reporting to the Executive Director of Information Technology the Senior Service Desk Administrator functions as a senior member of the service desk team and a technical expert leading the delivery of a wide range of analytical and technical solutions for the organization.

This role is responsible for ensuring the efficient support and management of the hardware and software environment as well as overseeing the inventory and procurement of IT hardware. As a Tier 3 support provider the position plays a crucial role in the orchestration and implementation of Microsoft 365 services and end-user computing addressing the business and educational needs of the organization. Additionally this role involves overseeing service desk operations and offering training and guidance to Tier 1 and Tier 2 support staff.

Primary Responsibilities

• Provides timely and responsive remote and onsite Tier 3 support to end users.
• Provides timely and responsive Tier 3 support in the Service Desk.
• Collaborates closely with the Systems Administrator and development team taking direction and instructions from them while ensuring that Tier 1 and Tier 2 support staff are well-informed about new applications and IT system changes.
• Plans designs and implements computer hardware software and infrastructure.
• Creates and provides reports analysis and recommendations for improvement to internet usage statistics user access and performance monitoring.
• Identifies areas for technology enhancements or improvements to support business processes and works with staff from across the organization to develop capacity among staff to fully utilize information technology.
• Collaborates closely with Tier 1 and Tier 2 support teams to gather feedback and provide a comprehensive perspective on IT-related issues across the organization to the Systems and Development team.
• Performs other duties as may be required or assigned by the Executive Director of Information Technology.

Security-Related Responsibilities

• Diagnoses authorization issues.
• Researches recommends installs configures administers operates maintains application-level patching and monitors hardware and software solutions with the provided levels of security that ensure Sask DLCs data and services remain confidential ensures data integrity and remains available in the areas of:

1. SharePoint and web servers
2. Service Desk Software.

• Maintains and documents security related procedures pertaining to the above security-related server responsibilities.
• Maintains reviews and audits SharePoint permissions.
• Participates in security-related projects as needed.

Knowledge Skills Abilities

• Advanced knowledge of computer hardware software and networking in a Microsoft environment.
• Demonstrated experience with SharePoint Microsoft Intune Entra ID Microsoft Security Microsoft Office.
• Demonstrated experience with application administration.
• Experience with service desk environments in a senior role.
• Ability to manage confidential material and maintain staff and student privacy.
• Ability to provide guidance and mentorship to service desk members.
• Experience with writing and reviewing technical documentation.
• Experience maintaining IT inventory and procuring IT hardware.

Education and Experience

• Bachelors Degree or Diploma in a technology related discipline or a combination of education related certifications and experience.
• Minimum of five (5) years of demonstrated technical expertise.
• Microsoft certification preferred.

Employment Conditions

• Office environment/setting.
• Typical core office hours (8:00 a.m. to 5:00 p.m.) Monday to Friday.
• Travel as required.

As with all positions the Senior Service Desk Administrator demonstrates an attitude of safety by always ensuring safety of self and others within the workplace.

Sask DLC is committed to workplace diversity which reflects the diversity of the students and communities we serve. Applications are encouraged from First Nations and Mtis candidates.

What We Offer

Salary (Level 10 $40.25/hr to $44.83/hr) and benefits for this position will be in accordance with C.U.P.E. 5544 Collective Agreement September 1 2024 to August 31 2027.

To Apply: Interested applicants are invited to complete an online application by creating an account in UKG. Candidates are required to include a resume with cover letter and contact information for at least three professional references.

Any questions regarding this position can be directed to:

Dillon Silzer

Executive Director Information Technology

Saskatchewan Distance Learning Center

Applications will remain open until September 3rd 2025.

*The successful candidates will be required to submit a satisfactory criminal record check (vulnerable sector) as a condition of employment.

Required Experience:

Senior IC