Endpoint Services Intermediate Systems Analyst

2 months ago

Burnaby, Canada British Columbia Institute of Technology (BCIT) Full time

BCIT’s** Client Services **department is seeking a **regular, full-time (1.0 **FTE**) Endpoint Services Intermediate Systems Analyst (**ISA**) **to function as part of our Client Technology (CT) Team. We have **one regular, permanent full-time evening position available (2pm - 10pm, Monday to Friday). **IT Services is a dynamic environment with a passion for service to our students, faculty, and staff. We have a rich professional development culture providing excellent opportunities for all team members.- The successful applicant should be comfortable being both hands-on in the actioning of support requests and collaborating with operations and infrastructure team members while ensuring appropriate support of knowledgebase articles and documentation for ITS with key compliance requirements. The ISA will be expected to actively generate process improvements; support and drive change, and confront difficult circumstances in creative ways.-
**Duties & Responsibilities**

**DUTIES** **AND**

**RESPONSIBILITIES**:
***

**Technical Support and Troubleshooting**:

- Provide technical support to end-users, resolving hardware and software issues for desktops, laptops, mobile devices, and peripherals.
- Analyze and diagnose endpoint-related problems, implementing effective solutions in a timely manner.
- Contribute in the development and documentation of troubleshooting procedures and solutions for recurring issues.
- IT Service Management ticketing submission and tracking to completion.

**Endpoint Configuration and Management**:

- Deploy and maintain endpoint devices to ensure devices meet company standards and user requirements.
- Ensuring endpoint security, including antivirus, encryption, and other security measures to protect company data.
- Participate in fleet computer rollout activities as part of BCIT refresh cycles, cascading, stock or disposal.
- Ensuring accuracy of inventory in CMDB including updates every time equipment status changes (deployed, recovered, relocated, etc).

**Image creation and deployment**:

- Responsible for creation, updating, and testing of PC computer lab images and virtual desktops.
- Performs troubleshooting of software and imaging issues.

**Software packaging**:

- Create and document recipes for packaged software.

**System Optimization and Performance**:

- Identifying potential issues and implementing optimizations to improve efficiency.
- Conduct regular audits of endpoint devices to ensure compliance with company policies and industry best practices.
- Collaborate with ITS teams to implement and maintain endpoint configurations that support endpoint functionality.

**Project Management and Implementation**:

- Participates in IT projects related to endpoint management, including hardware and software upgrades, migrations, and deployments.
- Participate in the evaluation of new technologies and make recommendations for endpoint enhancements.

**User Training and Documentation**:

- Create and maintain comprehensive documentation for endpoint support procedures, configurations, and standards.
- Conduct training sessions for end-users and IT staff on endpoint best practices and troubleshooting techniques.
- Provide guidance and mentorship to junior IT team members, fostering their professional development.
- Responsible for client communication such as service changes, interruptions and introduction to services.

**Qualifications**

**QUALIFICATIONS**:
**Education and Experience**
- Institute of Technology diploma, or Bachelor’s Degree in science or business; and
- A minimum of four (4) years current relevant experience in an IT environment similar to BCIT; including two (2) of the past four (4) years in a similar position: or
- An equivalent combination of education, training and experience.

**Knowledge, Skills, and Abilities**
- Must have demonstrated specific current IT knowledge.
- Proven commitment to providing and maintaining the highest level of customer service.
- Effective oral and written communication skills.
- Proven analytical and problem solving skills.
- Strong organizational skills and ability to meet changing priorities and multi-task while meeting strict deadlines.
- Must be a team player and work well with cross-departmental teams.
- Commitment to regular ongoing professional development (including specific IT skills, professional associations and current industry trends).
- High level of professionalism and ethics.

**DESIRED**

**QUALIFICATIONS**:

- Experience supporting current versions of Windows and the Microsoft Office suite.
- Experience using IT Service Management software (and specific experience with incident tracking, service fulfillment and problem management modules).
- Experience creating processes and related documentation.
- Working knowledge of Active Directory and M365.
- Experience with desktop engineering concepts including registry editing, command-line utilities and more.
- Experience supporting and troubleshooting PC hardware.

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