Support Analyst I
2 weeks ago
Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Information Systems and Technology, Level B
Job Title
Support Analyst I
Department
UBC IT | Desktop | Operations 2
Compensation Range
$5,468.83 - $7,878.17 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 Date
March 7, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Job Description Summary
The Support Analyst I provides technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.
In an Enterprise Network environment, the Support Analysts provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, various operating systems including Windows, Macs, multiple types of Linux and Enterprise Networks to an ever growing user base across UBC Point Grey Campus and parts of the Lower Mainland.
Organizational Status
Reports to the Desktop Services Manager and Team Lead. Works closely with other members of UBC IT Desktop Services to assist, train, review, research, recommend and implement any and all aspects of Desktop System changes and lifecycle. Interacts with various departments within UBC IT.
Work Performed
Specific Duties:
- Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.
- Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.
- Maintains and deploys standard and UBC developed software.
- Supports and maintains end user devices, ensures reliability, security and performance.
- Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
- Provides daily administration support for the Local Enterprise Networks hardware and software.
- Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
- Provides consultation and assistance to UBC IT users.
- Keeps abreast with current microcomputer technology via external training courses, utilizing professional development opportunities and Internet resources.
- Performs other related duties as required.
Core Duties:
- Provides advice on information technology improvements, services, policies and
procedures.
- Designs basic record and report formats.
- 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.
development processes, quality standards and procedures.
- 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
Decisions that could affect multiple users will be made in conjunction with the Team Lead or Manager.
Impact of decisions can affect any number users and ultimately serve to disrupt pre-negotiated service level commitments. An error in judgment or action without thought could result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff.
Supervision Received
Works under direction, within assigned area of responsibility in accordance with agreed objectives and work plan. Keeps manager and or team lead informed of the status of work in progress.
Supervision Given
Supervision will be given for some of the logistics of operational support. Guidance will be provided for internal project activities and planning.
Preferred Qualifications
Undergraduate degree in a relevant discipline.Microsoft and other industry certification is preferred.
Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars, preferred.Minimum of two years experience or the equivalent combination of education and experience.Two or more years related experience supporting a variety of Windows PC, Macs, Linux, Enterpr
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