Technology Support Specialist

3 days ago

Vancouver, British Columbia, Canada UBC Full time
Job Summary

The Library Technology Support Analyst I provides operational support and technical advice in use, configuration, and selection of software, web applications, and various end user devices in support of Library services.

Key Responsibilities
  • Performs technical services, operational tasks, and application and user support, on Library-related applications.
  • Supports the planning and implementation of a variety of Library applications.
  • Responds to end user related trouble tickets and may define or vary escalations when appropriate.
  • Plans, coordinates, implements, and reports on quality assurance, scheduling, and implementation of approved application changes/upgrades/functionality improvements.
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, web applications, and various end user devices.
  • 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.
  • Modifies and debugs existing web application modules using disciplined software development processes, quality standards, and procedures.
  • 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.
Requirements
  • Undergraduate degree in a relevant discipline. Undergraduate degree in Computer Science preferred.
  • Graduate degree in Library and Information Science an asset.
  • Minimum of two years' experience or the equivalent combination of education and experience. Experience working with enterprise level applications and networks.
  • Experience with content management systems, such as WordPress and Springshare LibGuides and LibCal.
  • Experience with supporting users in Windows and Mac/OSX environments.
  • Experience with trouble ticketing systems such as JIRA and ServiceNow.
  • Knowledge of HTML, CSS, and technical integrations an asset.
  • Effective, demonstrated project management skills.
  • Excellent oral and written communication skills.
  • Initiative, flexibility, and a problem-solving mindset.
  • Strong time management skills.
  • Able to work independently.
Working at UBC

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.

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