Client Technology Solutions Analyst

Mission ----------- The Calgary Board of Education (CBE) is the largest school board in western Canada with over 144,000 students and 16,000 employees. Our mission: Each student, in keeping with their individual abilities and gifts, will complete high school with a foundation of learning necessary to thrive in life, work and continued learning. We pride ourselves in the values we hold. Students come first. Learning is our central purpose. Public education serves the common good. The CBE encourages an inclusive and equitable workplace, which supports our diverse student and employee community. We encourage all applicants to join our dynamic, diverse, and collaborative culture and welcome applications from all qualified individuals. When you apply to the CBE, you can feel good about serving our future leaders and contributing to student success. Competition Info -------------------- Competition Close Date: Thursday, October 15, 2026, at 11:59 p.m. Calendar: 12 Month Salary: Staff Association Grade I, $49.30 - $60.83/hour FTE: 1.0, 35 Hours per Week Please note that we are hiring for two positions with a Windows specialization Position Description ------------------------ Purpose The purpose of this job is to oversee the vision, roadmaps, evaluation, standard setting, ongoing management, compliance, and software deployment for all supported platforms, Windows, Chrome OS, macOS, iOS, Print, Digital Display, Makerspace and required peripherals. The role acts as both a technology strategist and subject matter expert for supported technologies, performs testing, prepares memos for the Technology Review Board, practices proper change management, and builds support models with the Service Desk and other departments to ensure operational readiness. Accountability The job is accountable for: * Establishing platform standards and compliance baselines that meet CBE security and operational requirements. * Delivering reliable software deployments and configuration updates across all supported platforms. * Providing level 3 escalation for complex technical issues and coordinating resolution with manufacturers, developers, and infrastructure teams. Major responsibilities Elicit Requirements, Architect, and Design Client Technology Solutions * Perform on-site Business Analysis functions to elicit and document requirements, conduct stakeholder interviews/workshops, map processes, and define functional and technical specifications. * Produce architecture documentation, including high‑level architectures (HLAs), solution overviews, and business/system objective documents, ensuring designs align with CBE standards, security principles, and operational requirements. * Facilitate in-person and remote collaboration sessions with Service Desk, Specialists, and School-based staff to build support models; define knowledge articles, escalation paths, and early-life support. * Lead or participate in cross-sectional and cross-departmental review meetings for pilots, proof-of-concepts, and technology trials to gather direct feedback, identify solution deficiencies, and make improvement recommendations. * Collaborate with the Service Desk to design, refine, and implement standardized service requests and service enhancements, ensuring clear workflows, defined fulfillment steps, and strong operational readiness. * Create and maintain solution roadmaps that outline phases, dependencies, risks, and milestones for new services or technology enhancements. * Define success criteria and measurable outcomes for pilots, service transitions, and full-scale implementations, ensuring post‑deployment performance can be evaluated objectively. * Design eSports solutions and support the facilitation of eSports programs, using virtualization and related technologies to ensure anti-cheat functionality, appropriate network segmentation, and secure, fit for use productivity applications for typical users. * Expected to lead small to medium sized projects and implementations as required. * Working with other stakeholders and with oversight from the Supervisor of End User Device Solution Architect and Operational Support contributes to the vision and direction of client technology stacks. Carry out End User Technology Evaluations * Collaborate within the department and across departments to align device standards with architectural guardrails, security/privacy expectations, and school needs. * Test and validate hardware, software, and configurations; prepare investigation and recommendation memos for the Technology Review Board. * Evaluate vendor platforms, tools, and emerging technologies, providing comparative analysis and fit‑for‑purpose recommendations to stakeholders. * Develop and execute structured evaluation frameworks and test plans, ensuring consistent assessment of usability, performance, reliability, accessibility, and lifecycle considerations across all device categories. * Support on-site acceptance testing to confirm that deployed technologies meet functional and technical requirements. * Coordinate with procurement and vendors to obtain demo units, clarify technical specifications, and validate that proposed solutions meet organizational requirements. * Engage with educators and end users, gathering early feedback on ergonomics, classroom effectiveness, accessibility needs, and overall user experience for candidate devices. * Monitor industry trends and lifecycle announcements, proactively identifying technologies requiring future replacement planning or evaluation for next‑generation standards. * Evaluate and recommend client technologies for Windows, Chrome OS, macOS, iOS, Digital Display, and peripherals. * Document evaluation outcomes in clear, decision‑ready formats, enabling leadership and governance teams to assess readiness for approval and adoption. * Engage in on-site planning with project teams during major refresh cycles or new technology introductions. Carry out Fleet Management Activities * Manage software deployment and compliance monitoring across platforms using SCCM, JAMF, Intune, ITSM, and ITAM solutions. * Develop and deliver in-person and remote training programs and knowledge resources for CTS staff to ensure proficiency in supported platforms/solutions, compliance standards, and deployment tools (e.g., SCCM, JAMF, Intune). * Develop, publish, and maintain configuration standards, images/profiles, compliance policies, and secure baselines. * Practice proper change management for releases, deployments, and remediation activities. * Set and track KPIs for compliance, deployment success, incident trends, and resolution timelines, report status to leadership. * Proactively monitor and assess client technology platforms and solutions for security vulnerabilities; document findings and escalate concerns to management and the Security Operations team. * Design and maintain automated workflows for software distribution, patching, compliance enforcement, and device provisioning to improve reliability and reduce manual effort across all supported platforms. * Conduct periodic fleet health assessments, analyzing telemetry, incident trends, patch compliance, and performance metrics to proactively identify degradation or systemic issues. * Validate and optimize endpoint management policies, ensuring they support school needs while adhering to security, privacy, and operational standards. * Collaborate with cybersecurity teams to integrate vulnerability scans, threat detection policies, and device hardening practices into fleet operations. * Partner with network, identity, and application teams to validate that endpoint configurations support authentication, connectivity, and application delivery requirements. Lead Level 3/4 problem resolution including ERTs * Serve as level 3 escalation for client technology; engage level 4 resources such manufacturers, developers, and infrastructure teams to resolve defects and chronic issues. * Provide technical guidance and mentorship to Level 1 and Level 2 support teams to improve troubleshooting effectiveness and reduce escalations. * Conduct on-site root-cause analysis for recurring or complex technical issues impacting schools. * Develop detailed incident reports and post‑incident reviews, documenting root causes, containment actions, long‑term fixes, and lessons learned for continuous improvement. * Drive design and implementation of augmented processes and enhanced solutions ensuring problem mitigation. * Coordinate with vendors during critical failures, driving accountability for defect corrections, patch releases, firmware updates, or hardware replacements. * Validate and test vendor‑provided fixes, patches, and configuration changes in lab or controlled environments prior to roll‑out across the production fleet. * Support service restoration efforts during ERT activations, providing subject‑matter expertise and leading troubleshooting activities under time‑sensitive conditions. * Ensure findings from major incidents are fed back into architecture, design, and fleet management processes, strengthening long‑term reliability and resilience. Onsite Technical Support and Field Backfill * Be available for increased on-site work during critical periods, such as school year start-up, exams, major deployments, and priority incidents. * Act as an on-site technical liaison, ensuring effective communication between schools, CTS teams, and leadership regarding emerging issues, trends, or support needs. * Provide guidance and informal coaching to school staff, helping improve local understanding of device care, basic troubleshooting, and reporting processes. * Maintain a visible presence at assigned sites as required, ensuring strong relationships and timely support. * Participate in on-site CTS team meetings, planning sessions, and professional development days as scheduled. What are we looking for? ---------------------------- Qualifications Education and Experience * Degree in Information Technology, Computer Science, or related discipline. * Minimum of 5 years current working experience in an advanced technical position within a large enterprise that involves planning, architecting, standards development, managing, and supporting in at least one of the following technology disciplines: + Windows device evaluation and management + Apple products device evaluation and management + Peripheral device evaluation and solutions management including Makerspaces, Enterprise Print, Interactive Displays, Digital Displays and other peripherals + eSports device design and support * Minimum of 2 years of experience in endpoint management, device support, and technology evaluation within large complex environments. * Demonstrated deep expertise in at least two of the following platforms, Windows, macOS, Chrome OS, iOS, Print, Makerspace, eSports, and digital display technologies. * ITIL® Foundation version 3 or higher is desirable * SANS GIAC or CISSP cybersecurity certification is highly desirable * Up to date certification in at least one or more of the following IT domains areas is required: Google Workspace and Chrome Device Solutions Analyst* * + Google Workspace Administrator Certification Windows Device Solutions Analyst* One or more of the following: * + Microsoft Modern Desktop Administrator Associate, MCSA / MCSE or equivalent + Microsoft M365 Certified Endpoint Administrator MD-102 or equivalent Preferred: * + Microsoft Security Compliance and Identity Fundamentals SC-900 or equivalent iOS and MacOS System Device Management* One or more of the following * + Microsoft M365 Certified Endpoint Administrator MD-102 or equivalent + Jamf Certified Associate or higher Peripheral and eSports Analyst* * + One or more vendor certifications in Print, Interactive Display, Makerspace, or eSports * An equivalent combination of directly related post-secondary education and directly related experience may be considered. Demonstrated Skills and Competencies * Experience maintaining very high levels of confidentiality and discretion. * Strong problem solving and decision-making skills. * Strong oral and written communication and interpersonal skills that include the ability to simplify and explain complex technical concepts to non-technical audiences. * Ability to function effectively and independently in high-pressure situations with constantly changing priorities. * Strong attention to details and organization skills including the ability to prioritize simultaneous responsibilities. * Commitment to continuously learn, grow intellectually and apply new learning. * Strong desire to achieve, improve and excel. * Demonstrated comfort with ambiguity and openness to change. Reliable, dependable and trustworthy. * Personal suitability. Note: On-site position at the Education Centre with travel to schools and sites. This job will require personal transportation to conduct job responsibilities. Conditions of Employment ---------------------------- Police Information Clearance: Applicants new to the Calgary Board of Education WHO ARE OFFERED EMPLOYMENT must complete and pass a police information clearance before employment is confirmed. What happens next? ---------------------- We thank all candidates for their interest in this position however only those selected for an interview will be contacted. Land Acknowledgement ------------------------ The Calgary Board of Education acknowledges the traditional territories and oral practices of the Treaty 7 Nations, including the Siksikaitsitapi Nations, Tsuut'ina Nation, and the Îyârhe Nakoda Nations. We acknowledge the Métis Nation within Alberta, and all people who make their homes in the Treaty 7 region of southern Alberta. As a learning organization, we are committed to advancing the Truth and Reconciliation Calls to Action focused on Education for ReconciliACTION.