Technology Support Analyst

Job Description:
**About MRU**:
Founded in 1910 and located in Calgary, Alberta, Canada, Mount Royal University grew into a vibrant college in the 1930s and became a mid-sized university in 2009. A student-focused undergraduate university built on teaching excellence, Mount Royal University is known for our top-caliber programs, high-quality teaching and learning experience, robust delivery of liberal education, scholarly teaching, experiential learning and undergraduate research. Currently, more than 15,000 credit students choose from 14 bachelor degrees and 38 majors. Learn more at mru.ca/AcademicPlan.

Mount Royal University is situated on an ancient and storied land that is steeped in ceremony and history that, until recently, was occupied exclusively by people indigenous to this place. With gratitude and reciprocity, Mount Royal acknowledges the relationships to the land and all beings, and the songs, stories and teachings of the Siksika Nation, the Piikani Nation, the Kainai Nation, the Îethka Stoney Nakoda Nation (consisting of the Chiniki, Bearspaw and Goodstoney Nations), the people of the Tsuut’ina Nation, and the Métis. Learn more about MRU's Land Acknowledgement.

**About the Department of Information Technology Services**:
Mount Royal University’s Information Technology Services supports our mission by providing technical support, solutions, and diversified services to the Mount Royal community.
- Solutions Delivery
- Technology & Client Services
- IT Infrastructure & Security
- ITS Projects

**About the Role**:
Analysts must be self-motivated, able to constantly be learning and keeping current, and then pass that knowledge clearly and immediately to individuals with varying ranges of technical comprehension.

**This is a full-time, limited term position ending on December 1 2025.**

**Responsibilities**:
**SCCM Administration, senior technical resource, and project development and execution**
- Assume a key role in providing expert level support to major areas of technical responsibility supported by the CCS team
- Commit extra research and problem resolution to their primary area of responsibility
- Assist the Technical Client Services Manager in developing and improving project criteria and processes
- Evaluate new software, hardware, and computing processes identified as beneficial to the university computing environment
- Engage in multiple projects, deployment plans, and more across multiple internal and external teams
- Attend team review meetings of all projects, raise any issues to technical team lead and escalate matters when appropriate
- Analyze data to understand issues and take corrective actions when needed, knowing when and how to escalate
- Act as a senior technical resource for cross functional teams to execute project deliverables
- Update support, operational, and technical procedures, and documentation
- Maintain the SCCM environment and ensure its ongoing health and viability for the underlying systems, as well as keeping a close eye on all those systems
- Develop and provide plans for SCCM improvements to operational efficiency
- Carry out updates and similar, utilizing patches and new builds where necessary to keep security and usability at its highest level
- Oversee the development of deployment packages and ongoing maintenance
- Keep accurate files and records of project status and activities

**User Problem Resolution**
- Clarify the nature of a problem through analysis and diagnosis of hardware and software
- Respond to communications in a timely and professional manner
- Provide solutions in the field or through remote workstation connectivity
- Must determine which IT Services team(s) may best provide a resolution to the problem when requiring additional service support beyond the scope of Campus Computing Services (CCS)
- Initiate both independent and team solutions
- Provide day to day desktop level support for all levels of students, faculty, and staff at Mount Royal for:

- Operating System troubleshooting and maintenance
- Software installation and production issues
- Student classroom and computer lab maintenance and support

**Learning / Teaching Material Preparation**
- Constantly learn and maintain awareness of new or additional features of software and hardware within Campus Computing Support's areas of responsibility
- Responsible for the final form of their material through coordination with colleagues and training staff
- Develop installation and support documentation that may be utilized by other analysts in addition to new staff
- Awareness of relevant areas to study, how to study, and how to consolidate and disseminate that knowledge
- Confidently and clearly present technical information in public demonstrations and one on one tutorials, with an aim for maximum information retention

**Qualifications**:

- Three or four year Bachelor degree or equivalent experience
- Over 8 years of experience, including:

- Computer repair, software management, a