Technical Support Analyst

**Schedule**
Monday-Friday, 35 hours per week, 8:30-4:30pm.

**Education Level**
3 year Community College diploma in Computer Technology or related field of study.

**Career Level**
Requires 3 years of relevant experience.

**Unit/Project Description**:

**Job Summary**:

**Purpose and Key Functions**:

- Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or expected information system behaviour.
- Provide technical expertise and functional support for software and hardware package implementations to meet business requirements.
- Provide expertise and practical assistance in delivering services that comply with established standards.
- Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.
- Carry out investigative work on a variety of requirements, information flow, and processes.
- Elicit additional information from users to accurately diagnose problems.
- Implement non-standard solutions and work-arounds.
- Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
- Review and assess systems and software production quality management against established standards.
- Evaluate hardware, software, and transmission service alternatives as business requirements change.
- Analyze, examine, and validate processes.
- Interpret technical and procedure manuals for non-technical users.
- Provide detailed technical advice and guidance to users, clients, and staff.
- Produce technical and descriptive documentation.
- Investigate means to improve service levels given technology trends.
- Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.
- Research, evaluate, and recommend new products and upgrades.
- Disassemble and reassemble computer hardware and peripherals using a variety of hand tools.
- Handle minuscule and delicate components when repairing equipment which requires precision placement and removal.
- Remain current with frequent advances in the field of information technology.
- Plan, schedule, and monitor own work within short time horizons.
- Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
- Demonstrate a rational and organized approach to work and identify development opportunities.
- Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
- Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
- Follow service practices that meet customers’ and University needs.
- Interact with others in a way that gives them confidence in one’s intentions and those of the University.
- Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
- Perform a range of varied work activities in a variety of structured environments.
- Successfully engage in multiple initiatives simultaneously.

**Supervision**:
Provide direction to others in how to carry out work tasks.

**Requirements**:
3 year Community College diploma in Computer Technology or related field of study.
Requires 3 years of relevant experience.
**Assets**:
Highly skilled with regards to troubleshooting commmon desktop, laptop, mobile device and peripheral issues
Expert in providing support for recent Microsoft Office suites including Office 365
Knowledge of McMaster’s technical and network environment
Experience supporting the Clockwork scheduling system
Knowledge of the OSCAR EMR system
Ability to support accessibility software including JAWS, Zoomtext and others
Knowldege of McMaster's OscarPlus Career and Cooperative Education System

**How To Apply**

**Employment Equity Statement**

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.

Job applicants requiring accommodation to participate in the hiring process should contact:

- Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
- Faculty of Health Sciences HR Office at ext. 22207, or
- School of Graduate Studies at ext. 23679

to communicate accommodation needs.

**Hybrid Work Language**

To ensure an ongoing and vibrant University community that meets the needs of our st