IT Support Analyst

2 weeks ago

Winnipeg, Canada University of Manitoba Full time

The University of Manitoba is a driving force of innovation, discovery and advancement. Our momentum is propelled by our campus community - UM faculty, staff and students whose determination and curiosity shape our world for the better. Our teaching, learning and work environment is uniquely strengthened and enriched by Indigenous perspectives. With two main campuses in Winnipeg, satellite campuses throughout Manitoba, and world-wide research, UM’s impact is global.

Discover outstanding employee benefits, experience world-class facilities and join a dynamic community that values reconciliation, sustainability, diversity, and inclusion. We are one of Manitoba’s Top Employers and one of Canada’s Best Diversity Employers. At the University of Manitoba, what inspires you can change everything.

**The opportunity**:
The position is an IT end user Support Analyst, providing computer related assistance to university faculty and staff members. The incumbent is responsible for providing excellent customer technical service. The incumbent will provide assistance through in-person work site visits, telephone or remote support tools to provide technical assistance and resolve computer related problems. The incumbent will be required to install, configure, or repair computer hardware and software related problems using defined processes.

**The qualifications and experience we’re looking for**:

- Bachelors degree in Computer Science or a certificate from a recognized Community College Technology required.
- ITIL (Information Technology Infrastructure Library) Foundations certification, Help Desk Institute Desktop Support Technician certification preferred.
- One year of experience working in a desk side/on-site support environment and working with an IT Service Management tool required.
- Experience working in the U of M environment is an asset.
- An acceptable equivalent combination of education and experience may be considered.
- Knowledge of computer hardware and software used at the University of Manitoba preferred.
- Must have working knowledge in supporting the current Windows and Apple operating systems.
- Must have working knowledge in supporting smartphones and tablets such as iPhone, iPad, Android devices and Microsoft Surfaces.
- Knowledge of MS Active Directory, MS Exchange and SCCM for support, management and imaging of workstations is required.
- Knowledge of enterprise software systems such as Banner and VIP software as well as enterprise level Microsoft Office and calendaring products preferred.
- Knowledge or wireless setup for network access on both the University network and with external service providers required.
- Must be proficient in the support of computers, networks and printers.
- Must have good manual dexterity, mobility and eyesight.
- Must have an excellent knowledge of web browsing software to research solutions to complex problems.
- Must be able to work quickly and calmly under pressure and have a good deal of patience.
- Must have excellent troubleshooting skills in workstations, laptops, printers, fax machines and scanners.
- Excellent customer service and interpersonal skills required.
- Strong collaboration and communication skills required.
- Demonstrated workload organization and prioritization skills required.
- Must have teamwork/collaboration skills.
- Must have skills in communicating clearly and concisely with a variety of audiences.
- Analytical skills are required.
- Must have ability to handle stress and varying workloads.
- Must exhibit excellent communication skills (both verbal and listening) to deal effectively with people who possess varying levels of computer skills.
- Must be able to communicate clearly with differing levels of employees and management.
- The ability to analyse, and diagnose computer problems correctly with time constraints is required.
- Must have a good command of the English language.
- Must be able to work independently and in a team environment.
- Satisfactory work record, including satisfactory attendance and punctuality, is required.
- Must be available to work evenings as well as occasional overtime.
- Must be available to work at both campuses and satellite locations.

**Why the University of Manitoba?**

Along with being one of Manitoba’s top employers, we are proud to provide a collaborative and enriching work environment. In addition to a strong compensation package with a competitive salary, the University provides an exceptional workplace that includes:

- Comprehensive group benefits and pension plan.
- Competitive vacation time.
- Employee and Family Assistance Program.
- A full spectrum of professional development opportunities.

**Closing Date: June 25, 2024**

The University of Manitoba is committed to the principles of equity, diversity & inclusion and to promoting opportunities in hiring, promotion and tenure (where applicable) for systemically marginalized groups who have been excluded from full participation at the

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