SIIT

Established in 1976 the Saskatchewan Indian Institute of Technologies (SIIT) is a First Nation governed post-secondary institution. Recognized under provincial legislation, the Institute has been conferred authority to grant certificates and diplomas. SIIT welcomes over 2000 students into our urban and community programs annually as well as serving over 6000 clients through our nine Career Centers across the province. The Saskatchewan Indian Institute of Technologies is playing a significant role in Saskatchewan's economic future. You can contribute to that success while building your career.

Nature and Scope

The Technology Training & Support Specialist is responsible for sourcing, managing, and strengthening functional hardware, applications, and systems training and support to our internal operations, and external SITAG partners. This position will positively promote and create an environment that demonstrates SIIT's vision, mission, and mandate.

General Accountability

The Technology Training & Support Specialist contributes to the internal and external delivery of technology capacity building for the SITAG Network of First Nation Employment Agencies, through design and delivery of comprehensive training programs to enhance technological and digital skills of the Network and Regional Coordination team.

A primary focus of the position is to support SITAG's technology, tools, subscriptions, and systems. The Technology Training and Support Specialist will be responsible for troubleshooting technical issues, assisting with software and hardware installations, tech set ups for in person, online, or hybrid meetings, and delivery of meaningful hands-on training sessions. This position provides additional support as required and includes the following broad range of accountabilities:

Specific Accountabilities

Technology Training & Education

• Collaborate with cross-functional internal and external teams to identify and address technology-related challenges and opportunities
• Lead technology implementation projects, assisting with user adoption, acceptance testing and ensuring smooth transitions
• Conduct training sessions, either in person or remotely, to educate users on technology best practices, new features, system updates, and emerging technology topics
• Conduct workshops, one-on-one coaching sessions, and creating user-friendly training materials to ensure proficiency in various software, online platforms, and technology-related tools, including SITAG's database
• Regularly evaluate the technology skills and needs of stakeholders to identify areas for improvement and tailor training accordingly
• Apply sound educational methods to engage trainees (e.g., interactive training screencasts with work-along practice documents, video conferencing technologies, asynchronous training materials)
• Stay up to date with the latest technology trends, tools, and best practices to continually improve training and support services
• Learn, accustom, and inform the SITAG Network on software or technologies available that enhance service delivery
  

End-User Technical Support

• Provide timely and professional technical and help desk support addressing technology-related inquiries, troubleshooting issues, and resolving problems with hardware, software, and applications
• Resolve end user technology issues efficiently and effectively through existing knowledge, experience, or research; escalate the issue as required
• Provide the technical set up for department and SITAG Network meetings, conferences, and workshops to ensure ongoing functionality and a seamless experience
• Communicate to end user with appropriate information and detail on status of requests
• Take responsibility for training or service requests
• Escalate service requests that are outside the scope of the role to applicable team members or department
  

Documentation & Knowledge Management

• Support with training materials, including user manuals, training guides, and multimedia presentations, to facilitate effective learning and understanding
• Create, maintain, and distribute online training resources, such as video tutorials and knowledge base articles, to support self-paced learning
• Ensure that requests pertaining to training are carried out to completion and accurately documented by training evaluation, feedback, attendance, and other metrics
• Establish, maintain, and generate analytics from a tracking system for support requests, resolutions, and documenting troubleshooting steps

Collaboration & Stakeholder Support

• Establish and support strong, value-based relationships with internal and external stakeholder groups
• Collaborate with SIIT's IT department to evaluate and recommend new technology solutions that align with SITAG department needs and assist in the integration of these tools into daily operations; this includes purchase recommendations for projects with an Information Technology component
• Collaborate with the IT department to ensure technology projects deployed under SITAG direction do not impact existing structures within the Institute
• Collaborate with stakeholders to gather feedback and suggestions and use this input to continuously improve the user experience of technology tools and training services
• Engage end users to identify potential issues or challenges and assist in developing solutions
• Provide regular and effective communication to end users and stakeholders to ensure they stay informed and engaged
• Demonstrate leadership and initiative in sharing expertise with other team members, and contribute to clients' effective use of technology through training and guidance
• Contribute to SIIT's strategic effectiveness by representing and participating on internal and external committees, as required

Reporting, Compliance & Documentation

• Compile status and progress reports as required
• Ensure compliance with all SIIT corporate and IT policies and procedures
• Identify and report out of compliance activities
• Maintain accurate and up-to-date documentation related to technology training and support
• Evaluate and report on the effectiveness of training sessions

Required Qualifications and Experience: Successful completion of a certificate or diploma in computer science, computer information technology, or other related fields. Minimum of two (2) years of experience required in technology training and support and a minimum of 1 year of experience in troubleshooting/help desk support. Proficiency in a variety of software applications, online platforms, and operating systems is required. Knowledge of common hardware and networking concepts is preferred. Database familiarity is an asset. An equivalent combination of education and experience will be considered. Knowledge of First Nations cultures and organizations is an asset. Incumbent must have a valid driver's license and reliable transportation as travel is required.

As this position is considered safety sensitive, the incumbent will be subject to testing as per SIIT's Alcohol and Substances policy.

Required Competencies: Flexible and Adaptable, Relationship Building, Effective Communication, Results Oriented, Knowledge and Expertise, Client Focus or Service, Innovation, Teamwork.