Support Analyst I

Staff - Non UnionJob CategoryM&P - AAPSJob ProfileAAPS Salaried - Information Systems and Technology, Level BJob TitleSupport Analyst IDepartmentAudio Visual and Information Technology Support | Arts Instructional Support and Information TechnologyCompensation Range$6, $8,724.25 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End DateMarch 13, 2024

Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary
The incumbent will be part of a team that provides the Faculty of Arts with audiovisual and information technology support services for the administrative, teaching, and research needs for approximately thirty departments, schools, and units, supporting over 800 faculty, 600 staff, and 13,000 students across the Faculty of Arts. The incumbent also integrates these services with university-wide directions in the delivery of informational technology services.

Organizational Status
Reports to the Manager Help Desk / AV Support, Arts Instructional Support and Information Technology (Arts ISIT); interacts directly with Heads of departments, faculty, staff and students, as required in order to fully understand client needs and departmental procedures; liaises and collaborates with external commercial consultants and technicians as well as additional UBC service partners.

Work Performed
Analyses departmental and Faculty computing needs, implementation of systems and develop solutions for IT job requests. Makes recommendations on hardware, software (operating system and applications) and networking configurations. Advises on system and client configuration options. Shares responsibility with other Arts ISIT staff for ongoing management of facilities including Local Area Network (LAN), modifications to system configuration, hardware and software upgrades. Ensures integrity and security of systems. Collaborates with academic units and service groups within the Faculty and other campus units for resolution of IT job requests. Acts as resource person on issues relating to computer hardware, network or software problems.

User Support and Training:
- Provides support for the use of computer equipment within the Faculty s classrooms and laboratories.
- Trains users in a variety of software applications for administrative, academic and instructional activities and hardware operation.
- Trains users in best computer practices and security in accordance with UBC policies and guidelines.
- Supports the use of web based resources in administration, teaching and research.
- Installs, replaces and configures computer hardware.
- Analyzes, research, recommends and purchases hardware and software.

Computer Laboratories:
- Maintains and reimages over 100 student lab computers running on both Windows and macOS platforms.
- Applies appropriate patches and service packs to ensure optimal performance.
- Responsible for ensuring proper software license compliance.
- Recommends technical solutions to improve operating efficiency.
- Creates and maintains documentation on installations (procedures, hardware and software inventory, IP addresses, etc.).

Other:
- Provides project coordination and champions the implementation of new projects and processes.
- Documents and evaluates processes and procedures, proposes strategies to improve services and monitors obvious trends for continual service improvement.
- Maintains the Software and Hardware library in accordance with Arts ISIT standards.
- Conducts software training.
- Mentors junior staff on software and hardware service procedures.

Core Duties:
- Provides advice on information technology improvements, services, policies and procedures.
- Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment.
- Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
- Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.
- Deploys new hardware, software, networking and security updates.
- Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.
- Analyzes error logs from various systems or applications to determine root cause
- Prepares and maintains documentation in accordance with prescribed standards.
- Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
- Performs other related duties as required.

Consequence of Error/Judgement
Must be able to exercise a high level of judgment and tact when dealing with client and data. Makes decisions regarding the programming and technical support through the application of basic information processing principles, theories and concepts. Errors in judgment could lead to work disruption, lost productivity, unnecessary costs and interfere with the ability of faculty members and departments to function effectively. Information must be kept under strict confidentiality because of the nature of the data stored in the systems.

The Service Desk is the most (client) interactive and highly visible service offered by Arts ISIT. Effective operation and exemplary client interaction is critical for the ability of instructors and administrators to perform their duties, as well as the public perception of the whole unit.

Supervision Received
Works under the general direction of the Manager Help Desk / AV Support, Information Technology, Arts ISIT. Work is reviewed in terms of achievement of desired results.

Supervision Given
Supervises student staff and provides technical guidance and training to full and part time staff.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

Willingness to respect diverse perspectives, including perspectives in conflict with one's own
- Demonstrates a commitment to enhancing one's own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications
University Degree in Computer Science or equivalent training and experience with microcomputer systems and computer networks. Preferably within a university environment. ITIL training and/or certification is preferred. CompTIA A + Certification; CompTIA Network + Certification; CompTIA Security + Certification.

- Proven computer and operating systems troubleshooting experience, e.g. macOS, Windows, Linux, iOS, Android are essential.
- Proven experience with computer network, protocols, firewall, troubleshooting.
- Working experience with Windows, Linux and macOS servers.
- Extensive experience with software applications (Microsoft Office product suite, email clients, Exchange server).
- Experience with systems hardening, endpoint encryption, virus and malware protection, maintenance and removal.
- Experience with system imaging (Ghost, Acronis, DeployStudio) and software deployment (SCCM, Casper) tools.
- Experience with computer hardware (building, repairing, diagnosing and replacing components).
- Knowledge of configuration and interaction between UBC computer systems.
- Sound understanding of SPSS, Stata, Adobe CC, WordPress, Final Cut and FileMaker Pro.

Skills:
- Strong customer service, interpersonal and good communication skills (written, oral and listening).
- Ability to explain technical terms and problems in layman s terms.
- High level of organizational and time management skills.
- Exhibits a strong attention to detail including accurate documentation.
- Ability to prioritize and work on multiple projects in order to meet deadlines.
- Must be flexible and perform well under pressure.
- Ability to organize and provide basic training and tutorials to faculty, staff, researchers, and students.
- High level of motivation and desire to learn, with a demonstrated ability to work well in a team environment with a service oriented mentality.
- Enthusiastic about contributing to the learning environment of the University.

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