Technical Support Analyst

4 days ago

Regina, Canada Regina Catholic School Division Full time

Regina Catholic School Division
- Position Description_

**Position Title ** Technical Support Analyst

**Reports to ** Technical Services Manager, Chief Information Officer

**Pay Level** Pay Level 6A

**Employment Term **12 Months

**Revision Date **June 2020

In a Catholic environment that fosters collegiality and supports continuous learning, the Technical Support Analyst reports to the Technical Services Manager with responsibility to provide a single point of contact for end users to receive support and maintenance within the school division’s computing environment. Included is the installing, diagnosing, repairing, maintaining, and upgrading all end-user computing hardware, equipment, and peripherals to ensure optimal workstation performance.

**Required Duties and Responsibilities**:
Without restricting the generality of the above-stated basic function, the Technical Support Analyst shall perform such duties and responsibilities as may be assigned including but not restricted to the following:
**Catholic Distinctiveness** Ensure Catholicism is evident in her/his work both within and outside of the division
- Be knowledgeable and supportive of Regina Catholic Schools’ policies and expectations
- Permeate our Catholic faith in his/her area
- Foster Christ-like behavior
- Treat all stakeholders as valued people of God. Is fair and understanding, developing relationships to help move people forward
- When applicable attend and participate in faith building activities
- Conduct oneself in a Christian manner appropriate to an educational institution
- Complete a yearly Catholic Formation goal in the Committed to Professional Growth document

Operational Management

**Primary Duties**
- Provide Tier 1 Help Desk services to Regina Catholic Schools’ technology users
- Provide customer first point of contact support and issue resolution
- Provide workstation troubleshoot and support services
- Assist in asset management including computer equipment service and repair history
- Install and configure computer related hardware and software
- Assist in the implementation and upgrading of network cabling
- UPS installation and maintenance
- Workstation imaging and deployment

Strategy and Planning
- Conduct research and evaluate/recommend device requirements for procurement and deployment efforts
- Accurately document instances of hardware failure, repair, installation, and removal
- Support development and implementation of new computer projects and new hardware installations
- Recommend, schedule, and perform computer hardware and peripheral equipment improvements, upgrades, and repairs
- Assist in the creation and maintenance of processes, procedures, and documentation
- Understand the school division’s goals and objectives
- Train staff in the use of division-supported hardware and software
- Deploy and support mobile device management software
- Other duties as assigned by the Technical Services Manager and/or Chief Information

Officer

Regina Catholic School Division
- Position Description_

**Job Specifications**:
In addition to the Duties and Responsibilities, the Technical Support Analyst is expected to have the following requirements:
**Confidentiality **At no time should the employee discuss publicly or release information pertaining to students and employees of the Regina Catholic School Division or any intrinsic information obtained from the said position. Any breach of confidentiality in this regard is a serious violation of acceptable professional conduct.

**Education/Experience **Preference will be given to an individual holding a College diploma or university degree in the

**Level Required **field of computer science and/or three plus years equivalent work experience. Certifications in
A+, Network+, and MCP are an asset.

**Skills Required** The Technical Support Analyst will have:

- Experience working with computers and related peripherals
- Ability to operate tools, components, and peripheral accessories
- Ability to read and understand technical manuals and procedural documents
- A valid driver’s license and a reliable automobile
- Demonstrate excellent interpersonal and relationship-building skills
- Demonstrate excellent communication skills, both written and verbal
- Demonstrate excellent organizational skills
- Demonstrate professionalism
- Demonstrate superior professional relationship customer service skills
- Demonstrate an awareness and appreciation of diversity
- Demonstrate the ability to be flexible and adaptable
- Demonstrate concern for health, safety and the environment
- Demonstrate the ability to work both independently and in a team-oriented, collaborative environment
- Demonstrate accountability in decision making
- Dexterity to operate a computer keyboard, mouse, hand and power tools, and to handle other computer components
- Be physically able to participate in sessions, presentations, and meetings

**Physical Demands M-Medium Work**
- Exert up to 80 lbs. of fo

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