Analyst, IT Support

2 weeks ago

Ottawa, Canada University of Ottawa Full time

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LinkedIn

**Job Type**:
Employee

Duration in Months (for fixed-term jobs):
N/A

Job Family:
IT Support

of Open Positions:
1

Faculty/Service - Department:
IT Help Centre

Campus:
Main Campus

Union Affiliation:
UOITP

Date Posted:
mars 07, 2024

Closing Date:
mars 18, 2024

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

Hours per week:
35

Salary Grade:
UOITP Grade 9

Salary Range:
$64 767,00 - $80 526,00

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position purpose:
Reporting to the Senior Analyst, the IT Analyst provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards.

In this role you will:

- Technical support: Provides second-level technical support services to address the needs of clients in a networked environment. Provides diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Acts as resource person for other IT technicians throughout the campus for more complex technical support related inquiries. Ensures proper charge back for any chargeable services either hardware or software. Promotes established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization. Provides backup where required for the helpline and helpdesk (i.e.: during peak periods or emergencies)
- Technical and Consulting Services: Provides a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user’s technology needs. Uses troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyzes requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user.
- Software Installation and Upgrade Services: Installs, tests and upgrades software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provides high-end technical troubleshooting for Common Operating Environment (COE) hardware standards.
- Documentation: Records and documents software and hardware problems, system crashes as well as client information. Maintains accurate records in the problem management system; formulate a log of work performed which includes estimate of parts and labor for hardware/software related problems. Assesses the impact of the problem to determine its severity and assign the problem to the appropriate group. Creates written procedures to help users become more autonomous. Maintains accurate documentation on any new utilities or scripts that are created.
- Work and Project Assignments: Prioritizes work and project assignments; escalates problem incidents to senior resources if required. Ensures that solutions are thoroughly entered into the system for others to use. May be requested to assist in short term projects. This would include time management, making recommendations based on their expertise, consulting with key players and coordinating tasks with other groups to ensure work is completed to the client’s satisfaction and deadlines are met.

What you will bring:

- University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent experience.
- Minimum 3 years of experience in a technical support role
- Knowledge of University hardware, software, peripherals and security guidelines and standards.
- Knowledge of networking protocols an

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