Service Desk Technical Analyst

1 week ago

Regina, Canada University of Regina Full time

Faculty/Department Information Services Unit IS-Desktop Support Employee Group CUPE 5791 Collective Agreement Consideration Open with preference given to CUPE 5791 members(NON-RESEARCH). CUPE 5791 Job Family Applied Scientific Services Category Staff Number of Vacancies 1 Position Summary

Are you a tech-savvy problem-solver ready to provide top-tier support for employees and students at the University? Join us as our new **Service Desk Technical Analyst**

**What You’ll Do**:

- 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 related to software, hardware, and peripherals, including but not limited to network connectivity issues, virus removal, desktop computers, etc. to determine malfunctions and take appropriate correction action as appropriate.
- Utilize the incident management software to update, maintain, and ensure details related to customer problems are complete and accurate; escalate issues when further expertise is needed.
- Monitor student lab printers, assist customers with printing, change toner, load paper and troubleshoot printing issues as required.
- Collaborate with team members when appropriate to share information and resolve problems; provide guidance and assist with training of new team members.
- Update, maintain, and ensure the information in the ticket tracking system is accurate and complete, such as a detailed description of what was done, research that was completed, and outlining a clearly defined solution.
- Install, maintain, and provide 1st and 2nd tier support for computer hardware, software, and peripherals, particularly as it relates to desktop systems.
- **Plus More**:Be ready to take on additional related tasks as assigned - your role is dynamic and essential to our success

**Why Join Us?**

At the University of Regina, we’re more than just a campus - we’re a community
Join our team and enjoy:

- **Meaningful Impact**:Your work directly contributes to creating a better environment for students, faculty, and staff.
- **Professional Growth**:We support your development, offering opportunities for advancement and learning.
- **Work-Life Balance**: We value your well-being and know your personal life is most important
- **Dynamic and Inclusive Workplace**:We value diversity and inclusivity. You’ll be part of a team that celebrates different perspectives, backgrounds, and experiences, making every day an opportunity for personal growth.
- **Innovation Culture**:We encourage fresh ideas and innovative thinking.
- **Competitive Compensation**: We offer competitive compensation package and benefits to reward your talent. A few of the these benefits include Health/Dental/Vision Benefits, flexible spending account, Defined Benefit Pension Plan, and much more

Join us and bring your passion for technology to empower our team and enhance the learning experience

Position Requirements

**What You’ll Bring to this Position**:

- Grade 12 supplemented by the successful completion of an undergraduate degree or diploma in Computer Science or Electronic Technology
- Five years of related hardware and software experience.
- An equivalent combination of education and experience may be considered.
- Completion of Comptia A+ Certification.
- HDI (Help Desk International) Certification as a Helpdesk Analyst or Support Centre Analyst preferred

**Skills That Will Ensure Your Success in the Role**:

- Experience in the technical support and troubleshooting of commonly used software, hardware, and other associated peripherals with a willingness to expand one’s expertise in the area.
- Experience providing technical guidance and leadership.
- Experience in developing documentation for training, use of software/hardware, user procedures, and project deliverables.
- Proven effective time-management skills and the ability to manage competing deadlines.
- Ability to communicate effectively, both written and verbal, with strong customer service skills.
- Demonstrated ability to deal courteously and effectively with students, faculty, staff and the proven ability to work independently with mínimal supervision, as well as within a team environment.
- Knowledge of UofR computing systems and practices or equivalent computing systems and practices.
- Meticulous attention to detail and strong problem solving skills; ability to resolve complex computer problems and to coordinate hardware/software solutions.
- Ability to record, track, correspond and document resolution of user problems.
- Ability to communicate effectively and understand and execute oral and written instructions.
- Ability to provide customer service and technical support over the phone, in person and remotely.
- Ability to develop documentation for training, use of software/hardware, user procedures, and as-required project deliverables.
- Ability to effecti

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