Client Support Analyst

2 months ago

Courtenay, Canada North Island College Full time

Posting Number

**Posting Number**
- SS0378- Position Information**Division**
- Information Technology**Department**
- IT Services**Supervisor Title**
- Manager, IT Service Delivery**Location**
- Comox Valley(CV)**Posting Type**
- Internal/External Posting**Position Status**
- Temporary**If Others, please specify**

**Desired Start Date**
- 06/22/2023**Position End Date (if temporary)**
- 03/31/2024**Weekly work schedule (please indicate the start and end times for each day of work)**
- This is a full-time position (35 hours per week) that operates on an optional Compressed Work Week schedule with one earned day off during every three week period. Normal office hours are Monday to Friday though scheduled and unscheduled early morning, evening and weekend hours will be required in order to minimize service disruptions.**%**
- 100**Pay Grade**
- M (interim): $32.22 - $34.29**Position Summary**
- Reporting to the Manager, IT Service Delivery and working with mínimal supervision using IT Service Management (ITSM) best practices, provides IT services in coordination with the other IT staff and areas to support the College’s operations. The Client Support Analyst is the first line of technical support for NIC’s students, faculty and staff on issues relating to NIC provided IT and education technology services. This position will provide in person, technology-based and telephone services to college constituents during defined hours and will travel to all campuses.
- The Client Support Analyst is responsible for the support, installation, and maintenance of client devices (hardware, software and related equipment) at North Island College (NIC). The Client Support Analyst is also responsible for providing supplementary technical support of the College’s classroom technology (including Hyflex video-conferencing, multi-media projectors and classroom devices) as operationally necessary. The Client Support Analyst is aware of the Mission and Values of North Island College, incorporating and practicing the values in all aspects of the job.**Position Competencies**
- Job Knowledge
- Judgment
- Teamwork
- Planning & Organization
- Customer Service Excellence
- Communication & Interpersonal Skills

**Duties & Responsibilities**
- 1. Following ITSM best practice, manage Service Desk tickets and take appropriate action within specified timeframes and in order of independently determined priority as per guidelines defined by the Manager, IT Service Delivery.
- 2. Install, configure, test, maintain, monitor, troubleshoot and repair workstations, printers and related hardware and software to deliver required client device service levels throughout the local region and at designated Centres according to NIC procedures and guidelines. May include recommendation and preparation for off-site repairs.
- 4. Accurately coordinate and maintain client device/software inventory and tracking systems on a continuous basis for the College.
- 5. Manage and maintain centralized systems (SCCM, InTune etc.) to administer and support client devices.
- 6. Monitor and troubleshoot college networks (WAN, LAN, Wifi, VPN etc.), network services (network file services) and telephony systems reporting problems and collaborating with the Network Systems Analysts.
- 7. Provide first line support for College Enterprise Applications (ERP, EDM etc.) and educational systems and technology (LMS, online learning environments).
- 8. Initiate, monitor, troubleshoot and control video and audio sources during Hyflex teaching sessions originating throughout the College region.
- 9. Manage onboarding of new faculty and staff to IT services.
- 10. Support remote locations, which will involve travel and indirect communication and troubleshooting methods
- 11. Accurately document Service Desk tickets and related resolution activities.
- 12. Monitor and flag Helpdesk tickets for emerging trends and for College-Wide critical situations.
- 13. Maintain and further develop the NIC Service Desk documentation for college constituents (support articles, FAQs etc.).
- 14. Contribute to the creation and maintenance of standard documentation for installation and configuration procedures.
- 15. Supporting and encouraging NIC students in their use of NIC supported technologies, including assistive technologies.
- 16. Act as an advocate for student technology issues.
- 17. Develop, schedule and deliver student-focused group sessions on NIC educational technologies and services during Orientation, Fall/Winter semester startup and as needed/requested.
- 18. Provides peer support to other Client Support Analysts and team.
- 19. Research independently and contribute to the greater IT team on solutions to both local and College wide problems.
- 20. Work to constantly increase skill-level through reading and researching technical documentation, attending conferences and off-site training as required.
- 21. Observe and advise on local environments and when appropriate recommend alte

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