Support Analyst I

1 month 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 B

Job Title

Support Analyst I

Department

UBC IT | Desktop | Operations 3

Compensation Range

$6,068.92 - $8,724.25 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

May 24, 2024

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

Job End Date

Jun 3, 2025

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 technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

In an Enterprise Network environment, the Support Analysts provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, various operating systems including Windows, Macs, multiple types of Linux and Enterprise Networks to an ever growing user base across UBC Point Grey Campus and parts of the Lower Mainland.

Organizational Status

Reports to the Desktop Services Manager and Team Lead. Works closely with other members of UBC IT Desktop Services to assist, train, review, research, recommend and implement any and all aspects of Desktop System changes and lifecycle. Interacts with various departments within UBC IT.

Work Performed

Specific Duties:

- Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.
- Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.
- Maintains and deploys standard and UBC developed software.
- Supports and maintains end user devices, ensures reliability, security and performance.
- Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
- Provides daily administration support for the Local Enterprise Networks hardware and software.
- Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
- Provides consultation and assistance to UBC IT users.
- Keeps abreast with current microcomputer technology via external training courses, utilizing professional development opportunities and Internet resources.
- Performs other related duties as required.

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

Decisions that could affect multiple users will be made in conjunction with the Team Lead or Manager.

Impact of decisions can affect any number users and ultimately serve to disrupt pre-negotiated service level commitments. An error in judgment or action without thought could result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff.

Supervision Received

Works under direction, within assigned area of responsibility in accordance with agreed objectives and work plan. Keeps manager and or team lead informed of the status of work in progress.

Supervision Given

Supervision will be given for some of the logistics of operational support. Guidance will be provided for internal project activities and planning.

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.
- Willingness to

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