Ballad Group
Who is Ballad Group? Well, our training programs have built capacity in diverse areas including entrepreneurship, insurance, information and computer technology, construction, French language acquisition, hospitality, supply chain management, and more. We have delivered unique training programs for a variety of organizations, Indigenous Communities and on behalf of the Ministry of Jobs, Economy, Trade, and Immigration, and the Ministry of Assisted Living and Social Services.
This is an in-person position and will work out of Ballad’s downtown Edmonton office.
The Opportunity
In this role, you’ll manage our hardware and software systems, provide hands-on support to staff, and coordinate with third-party IT providers. This position reports to, and works closely with the Operations Coordinator to ensure all system users, including staff and student participants are fully supported and all IT assets are functioning as required. This position is an in-office role based in Edmonton but note that travel to office locations throughout the province will be required.
Responsibilities:
Maintain the inventory system for all IT assets
Maintain user assignments for all IT assets
Maintain user accounts for all internal software subscriptions
Manage user onboarding and offboarding including system allocation, software account set-up and permissions
Troubleshooting and resolve Tier 1 system issues including network, hardware and application related issues
Collaborate with internal teams and external vendors to resolve technical issues
Perform scheduled security and compliance procedures on all laptops
Assist in developing and maintaining SOPs for technology usage
Assist in performing regular life-cycle analysis for all IT hardware
Assist in performing regular analysis on all software subscriptions to optimize usage
Qualifications:
2+ years experience in in-person and online Tier 1 technical and user support
Proven ability to diagnose and resolve technical issues quickly and effectively
Experience in IT asset and inventory management (ITAM)
Experience in user account and software subscription management (ITSM)
Excellent communication skills with a focus on customer service
Ability to work independently to resolve technical issues efficiently
Preferred Skills:
Microsoft Windows and Apple IOS administration
Google Workspace administration
Microsoft 365 administration
Apple Business Manager administration
Mobile Device Management (MDM) administration
Fortinet network management
