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IT Support Analyst
3 months ago
Faculty/Department Information Services Unit IS-IT Support Centre Employee Group CUPE 5791 Collective Agreement Consideration Open with preference given to CUPE 5791 members(NON-RESEARCH). CUPE 5791 Job Family Operational Services Category Staff Number of Vacancies 1 Position Summary
Reporting to the Manager, IS Service Desk, the incumbent is responsible for providing IT Support to the University community as a member of the IT Support Centre team. Duties include the following:
- Provide support and assistance to individualized account issues, such as assisting with logins to various systems, providing username information, and resetting passwords and PINs;
- Diagnose, troubleshoot and resolve problems with software, hardware and peripherals including, but not limited to;
- Utilize the Ticket Tracking software to update and maintain all customer problems, ensuring accurate and detailed information is provided. Escalate issues to appropriate tier 2 teams as required when further assistance and expertise is needed;
- Advise users with compromised credentials on proper password security information;
- Monitor student lab printers, assist customers with printing, change toner, load paper and troubleshoot printing issues as required;
- Assist with Account Request process, verifying customer information and extending account access for employees when requested;
- Perform other related duties as assigned.
Position Requirements
- Grade 12 supplemented by the successful completion of a post-secondary certificate/diploma, combined with a minimum of five years’ of related experience. An equivalent combination of education and experience may be considered;
- Possession of the HDI (Help Desk International) Certification as a Help Desk Analyst or Support Centre Analyst is preferred;
- Completion of ITIL (Information Technology Instructure Library) foundations training is an asset;
- Experience in records management and tracking of information is preferred;
- Ability to maintain confidentiality of records and information;
- Ability to communicate effectively, both verbally and in writing;
- Ability to understand and execute oral and written instructions;
- Ability to create, compose, and edit written materials;
- Ability to organize multiple tasks while maintaining accuracy and attention to detail and meet deadlines;
- Knowledge of University policies and procedures;
- Knowledge and skill in using computer equipment and peripherals;
- Skill in the use of basic office equipment;
- Strong interpersonal skills to establish and maintain cooperative working relationships with staff, the general public, external consultants, contractors, and vendors;
- Ability to work independently with mínimal supervision;
- Ability to deliver excellent customer service;
- Ability to understand and comply with University health and safety requirements, Saskatchewan Occupational Health and Safety Regulations, and all safe work procedures and practices applicable to the position;
- Ability to identify and report unsafe acts, workplace hazards, and incidents that result (or could result) in injury, illness, or environmental damage;
- Ability to work and encourage others to work and act safely.
Physical Demands Pay Grade CUPE Phase 5 Salary Range $53,617.20 - $72.381.40 Annually Status Term Work Hours
Monday to Friday, 8:00 am to 4:30 pm
Duration (if Term/Temporary) 4 months (with possibility of extension or becoming permanent) Full-Time/Part-Time Full Time Preference Posting Target Posting Not Targeted
Additional Information
**Contact Information**
**Job Open Date**
- 04/18/2024**Job Close Date**
- 04/24/2024**Open Until Filled**
- No**Special Application Instructions**Diversity Statement**Competition Number**
- 20240116A/S
