Support Analyst I

2 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

Administrative Support | Department of Psychology

Compensation Range

$5,209.17 - $7,485.33 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

March 27, 2024

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

Job End Date

Dec 31, 2024

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, and is essential to fostering an outstanding work environment. 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 Description Summary

Organizational Status

Reports to the Director, Administration. This position interacts with department staff, faculty and students.

Work Performed

Specific Duties:

- Problem determination, escalation, and resolution of requests made to the Department Help Desk.
- Performs analysis, diagnosis, and resolution of complex desktop problems for users, recommends and implements corrective solutions as needed.
- Assists users to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
- Installs, configures, tests, and troubleshoots workstations and related hardware and software.
- Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems, databases, and peripheral office equipment.
- Installs, sets up, and supports wireless network in the office and for laptops and mobile devices.
- Liaises with third-party support and equipment vendors when necessary.

Core Duties:

- 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.
- Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
- Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.
- Deploys new hardware, software, networking and security updates.
- Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.
- Prepares and maintains documentation in accordance with prescribed standards.
- Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
- Performs other related duties as required.

Consequence of Error/Judgement

Error in judgement or decision-making will negatively impact on the Department of Psychology. Exercises judgement and initiative in handling matters off a non-routine nature requiring interpretation of University and Department guidelines, policies and procedures. Computer and network issues have a direct effect on department and research productivity, efficiency and effectiveness.

Supervision Received

Required to work independently. Supervised by the Director, Administration. Meets weekly and receives specific instructions as required.

Supervision Given

None.

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

Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of inte

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