Support Analyst I

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level B

Job Title

Support Analyst I

Department

LTIC | User Support

Compensation Range

$6,251.00 - $8,986.00 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

November 13, 2025

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

Job End Date

December 14, 2026

This is a 1 year term (leave replacement) position up to December 14, 2026.

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 I provides technical advice and support in the use, configuration and selection of software, hardware and network systems and various end user devices.

Works with academic, technical, instructional and user support personnel from academic, administrative and technical units to implement effective and sustainable learning environments and to advise and support instructors in the effective use of these environments.

May be required to work night shifts and/or shift rotations, provide after regular business hours support as necessary as well as respond to pager and/or cellular phone during regular business hours.

Organizational Status
LTIC is UBC’s Learning Technology Innovation Centre, mandated to catalyse and elevate

leadership, LTIC is charged with meeting UBC’s needs for faculty and students in using and

transforming learning technology, including playing a pivotal role in the support of Artificial

Intelligence in research, development, and education, across the entirety of UBC.

Reports directly to the Manager, LT Hub Support.

Works closely with faculty members as well as technical instructional support staff in departments and Faculties, as well as with students.

Work Performed

Specific Duties:

- Provides advice and supports course instructors to select and implement appropriate technology solutions and practices to meet pedagogical goals.-
- Oversees functional processes involved in course delivery; coordinates support provision with faculty units; and provides functional support and technical troubleshooting for instructors.- Provides functional support and technical troubleshooting for students undertaking online courses.- Develops and maintains help documentation and resources for instructors and students including maintaining resource websites.- Documents best practices, processes and resources around support delivery. Ensures that processes and practices are sustainable. Ensures that support provision and client relationships are well documented.-
- Works with and consults with other support analysts, functional specialists, instructional support staff and technical staff. Prioritizes work, coordinates work assigned and delegates and escalates work when appropriate.- Participates in technology upgrade and review processes including analyzing technology needs; researching emerging technologies and practices; conducting usage testing; and working with community members to implement campus-wide solutions.- Undertakes investigation into the feasibility of new course development and evaluates pilot deployments.

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, hardware, network systems and peripheral equipment- 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, troubleshoots and repairs on a variety of computer systems and peripheral equipment.- Deploys new hardware, software, networking and security updates.- Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.- 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.- Performs other related duties as required.

Consequence of Error/Judgement
The decisions and actions taken by the Support Analyst I have a direct impact on the quality and effectiveness of