Analyst, IT Support

The University of Ottawa—A crossroads of cultures and ideas

The University of Ottawa is home to a dynamic community of over 50,000 students, faculty and staff, who live, work and study in both French and English. Our campus is a crossroad of cultures and ideas, where bold minds come together to inspire game-changing ideas. We believe in the power of representation, and that increasing the diversity of our faculty and staff supports this objective. Our goal is to provide students with the best possible learning experience, in an environment that reflects the diversity of its people, their ideas, and their identities.

We are one of Canada’s top 10 research universities—our professors and researchers explore new approaches to today’s challenges. One of a handful of Canadian universities ranked among the top 200 in the world, we attract exceptional thinkers and welcome diverse perspectives from across the globe. Our employees come together around the shared purpose of constant improvement, personal development, service excellence, teamwork and a passion for learning with a desire to make uOttawa and the world a better place. Everyone's contributions are valued, we all play a part in making uOttawa a world-class institution. Most importantly, we make it possible for you to achieve your full potential. Because at uOttawa, you belong

About Information Technology

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength are the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

**In a nutshell**: working here is challenging and rewarding. It’ll bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all this minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Senior Analyst, IT Support, the incumbent provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards.

**In this role, your responsibilities will include**:
**Technical support**: Provides second-level technical support services to address the needs of clients in a networked environment. Provides diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Acts as resource person for other IT technicians throughout the campus for more complex technical support related inquiries. Ensures proper charge back for any chargeable services either hardware or software. Promotes established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization. Provides backup where required for the helpline and helpdesk (i.e.: during peak periods or emergencies).

**Technical and Consulting Services**: Provides a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user’s technology needs. Uses troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyzes requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user.

**Software Installation and Upgrade Services**: Installs, tests and upgrades software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provides high-end technical troubleshooting for Common Operating Environment (COE) hardware standards.

**Documentation**: Records and documents software and hardware problems, system crashes as well as client information. Maintains accurate records in the problem management system; formulate a log of work performed which includes estimate of parts and labor for hardware/software related problems. Assesses the impact of the problem to determine its severity and assign the problem to the appropriate group. Creates written procedures