Support Analyst I

3 weeks ago

Vancouver, Canada University of British Columbia Full time

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level A

Job Title

Support Analyst I

Department

Student Housing and Community Services | Desktop Services IT

Compensation Range

$4,688.67 - $6,754.00 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

April 11, 2023

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

Job End Date

This position is expected to be filled by promotion/reassignment and is included here to inform you of its vacancy at the University.

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 Summary

The Support Analyst I provides Tier 1 technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

May be required to work night shifts and/or shift rotations, provide after regular business hours support as necessary as well as respond to duty phone on rotation with other members of the SHCS IT team. May require some work on the UBC Okanagan campus.

Organizational Status

Reports to the SHCS Systems Manager. Works under the guidance of a Systems Administrator.

Work Performed-
- Offers assistance to customers/end-users requesting SHCS IT products and services including network access, authentication systems, software and operating systems, desktop service, building key card access, electronic door lock troubleshooting, and others.- Deploys, troubleshoots and upgrades desktop endpoint hardware including Thinclients, VOIP phones, monitors, peripherals, cellular phones, printers, key cards and other devices.- Monitors networks and infrastructure systems and evaluate incidents, resolving or escalating where appropriate.- Assist with provisioning systems and keycard access for new departmental employees and routinely updating or removing access as needed.- 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.-
- Prepares and maintains documentation in accordance with prescribed standards.- Performs other related duties as required.

Consequence of Error/Judgement

Impact of decisions would affect the quality of service to customers and end users thereby possibly incurring additional operating costs, violating legal and other regulatory requirements, and/or negatively impacting UBC’s reputation.

Supervision Received

The Support Analyst I works under the general direction of the Systems Manager. May receive technical guidance and direction from a Systems Administrator.

Strategic direction on work performed may also be provided by IT leadership including Systems Managers, Associate Director and Director, SHCS IT.

Supervision Given

No supervision is given.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of one year 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

Education/Work Experience- Undergraduate degree in Computer Science/Engineering or graduation from a technical institute in the computing field preferred.**Skills**:
- Experience with installing and troubleshooting computer equipment, software and peripherals.- MS Windows and Office support.-
- Customer service experience, preferably at a help desk, using problem tracking software in an enterprise environment.- Ability to install and maintain computer hardware.-
- Ability to diagnose a variety of computer hardware problems, and complete routine repairs.- Ability to diagnose a variety of computer software problems, and complete routine repairs.- Knowledge of and experience with virtualized computing environments like VMWare Virtual Desktop Infrastructure.- Knowledge and experience working with networked access control locking systems.

Competency Proficiency- Collaboration - Actively s

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