Endpoint Services Intermediate Systems Analyst

Who We Are

At BCIT, putting people at the core of everything we do is paramount. This idea is the foundation of BCIT's People Vision, which describes the Institute's goals and priorities in respect to our people. In a complex and uncertain world, it's vital our people feel valued, supported, and connected. BCIT champions a culture of innovation and global progress through people's imagination and creativity. With a competitive compensation package, great work-life balance, and career advancement opportunities, see why we've earned the title of one of BC's Top Employers for over ten years running.

Position Summary

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.

Please note: this is an evening position from 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 ISA Endpoint Services Analyst is responsible for providing technical support and maintenance for BCIT's endpoint devices, including desktops, laptops, mobile devices, and other peripherals. Additionally, this role will require the successful candidate to create and deploy software images. This role requires a skilled professional with experience in client-facing troubleshooting, configuring, and optimizing various hardware and software components. The ISA will work closely with ITS to ensure optimal performance and security of all endpoint devices across the organization.

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.

This position requires an individual who is passionate about improving customer experience through technology, and who is an independent proactive worker needing little direction from management. In addition to supporting and mentoring colleagues within the CT team, the successful candidate will assume increasing amounts of responsibility and independence while working collaboratively to support IT Services.

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 to 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 they meet company standards and user requirements.
- Ensure endpoint security, including antivirus, encryption, and other security measures to protect company data.
- Perform regular updates and patches for operating systems and software applications on endpoint devices.
- Participate in fleet computer rollout activities as part of BCIT refresh cycles, cascading, stock, or disposal.
- Ensure 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.
- Perform troubleshooting of software and imaging issues.

Software Packaging:

- Create and document recipes for packaged software.

System Optimization and Performance:

- Identify potential issues and implement 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:

- Participate 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:

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.
- Ability to learn quickly and apply new knowledge and techniques.
- 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.
- Experience with software installation, packaging, and deployment in an enterprise environment (examples: Intune (Autopilot)/ SCCM / WDS).
- Experience with scripting (Powershell, Windows Batch, etc.) and automation in an enterprise environment.
- Familiarity with virtualized environments and endpoint protection tools.
- Familiarity with wired and wireless networks and general knowledge of network protocols and services.
- Excellent verbal and written client communication.
- Demonstrated problem-solving and critical thinking skills.
- Demonstrated ability in prioritization of tasks, working independently and taking ownership of responsibilities.
- Demonstrated ability to learn from mistakes and apply constructive feedback to improve performance.
- Demonstrated keen interest in technology, staying abreast of trends to find opportunities for their clients.

Benefits – Why you'd love working with us:

- Competitive pay
- Minimum of twenty-five days of vacation (or more, depending on your position)
- Competitive employer-paid extended health and dental plan – take a look at our benefit plans
- Defined benefit pension plan with employer contributions
- Access to most BCIT Flexible Learning courses free of charge
- Wellness and Employee Assistance programs
- Complimentary membership with free access to the Fitness Centre, Gymnasium, and more

BCIT is committed to the principles of equity, diversity & inclusion and to promoting opportunities in hiring for systemically oppressed groups who have been excluded from full participation at BCIT and the larger community. This includes Indigenous Peoples, women, racialized persons, persons with disabilities, and those who identify as 2S/LGBTQIA+. All qualified candidates are encouraged to apply; however, Canadian citizens and permanent residents will be given priority.

Persons with disabilities who require accommodation for any part of the application or hiring process should contact RecruitmentAssistant@bcit.ca. Please note that all applications must be submitted via the careers page portal. Email applications will not be accepted.

The British Columbia Institute of Technology acknowledges that our campuses are located on the unceded traditional territories of the Coast Salish Nations of xwməθkwəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and səl̓ilwətaɁɬ (Tsleil-Waututh).

Salary Range

Salary Range: $65,187 - $89,242 per annum.

Additional Salary Information

Salary prorated based on percentage and term of appointment. Salary based on education, experience, and placement criteria as outlined in the Collective Agreement.

Posting Category

Posting Category: Information Systems / Technology

Department

Department: Client Services

Campus Location

Campus Location: Burnaby campus

Bargaining Unit

Bargaining Unit: BCIT Faculty and Staff Association (FSA)

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