Support Analyst Ii

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level C

Job Title

Support Analyst II

Department

UBC IT | Desktop | Operations 2

Compensation Range

$6,747.50 - $9,701.42 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

February 20, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Mar 31, 2027

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.

Job Summary
The Support Analyst II consults with user groups to determine business needs and to identify the appropriate technology solution. As part of a team of Support Analysts this position provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, Mac's and Local Area Networks to an ever-growing user base across UBC Point Grey Campus and parts of the Lower Mainland.

Organizational Status
This role interacts directly with other UBC technology professionals across the UBC community. This position reports to.an assigned IT Service Delivery Manager

Work Performed

Specific Duties:

- Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.
- Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.
- Maintains and deploys standard and UBC developed software.
- Support and maintain student access terminals, ensures reliability, security and performance.
- Maintains and reports to manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
- Provides daily administration support for the Local Area Networks (LAN's) hardware and software.
- Implements security for all equipment and software
- Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
- In consultation with manager and team Lead, Desktop Services, determines enhancements for UBC microcomputer hardware and software.
- Provides consultation and assistance to UBC IT users.
- Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.
- Provides input to the Manager regarding technology hardware lifecycle.
- As required liaises with Xerox for printer deployments across the portfolio.

Core Duties:

- Consults with user groups to ensure a thorough understanding of software, hardware, information systems and procedural requirements in order to determine their business needs and to identify the appropriate technology solution.
- Makes recommendations on the use of the appropriate technology services and products and the purchase of related hardware, software and network equipment.
- Researches emerging technologies and their potential impact on the enterprise.
- Provides technical support and troubleshooting in the use of information technology products and services.
- Installs and maintains servers, networks, and related software and hardware.
- Creates and maintains documentation in accordance with prescribed standards.
- Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
- Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
- Performs other related duties as required

Consequence of Error/Judgement

Impact of decisions can affect any number users and ultimately serve to disrupt pre-negotiated service level commitments. An error in judgment or action without thought can result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff. Decisions that could affect multiple users will be made in conjunction with the manager.

Supervision Received
Works with considerable latitude; receives direction from the IT Service Delivery Manager. Ensures leadership is informed of the status of work in progress and only seeks direction on unusual problems. Work is reviewed in terms of achievement of specific project objectives.

Supervision Given

Works autonomously in accordance with general instructions as to methods and procedures.
Reports directly to an assigned IT Service Delivery Manager. Results are reviewed for achievement of ove