Technical Support Analyst

**Position Job Title**:Technical Support Analyst Tier I

**Location**:University Canada West (UCW) - Vancouver, BC

**Reports To**:Senior System Support Supervisor

**About University Canada West**:
University Canada West is an innovative business and technology-oriented, dynamic, and growing institution that was founded in 2005. Based in Downtown Vancouver, the university is defined by its close connections to the business community and a commitment to outstanding student services.

Here, at UCW, we connect recognized, well-established specialists and ambitious young professionals, so they learn from each other and thrive in our diverse environment. Together, we strive to create and maintain working environments that are inclusive, equitable, and welcoming.

We are privileged to do this work on the unceded, traditional territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish), and Sel̓íl̓witulh (Tsleil-Waututh) Nations. We thank them for having cared for this land since time immemorial, honour their graciousness to the students who seek knowledge here, and iterate our dedication to valuing the ongoing contributions of Indigenous peoples and communities.

**Primary Purpose**

The Technical Support Analyst is a member of the UCW IT Team and is responsible for supporting the helpdesk in maintaining high availability access to network resources for staff, students, and faculty.

To fulfill the role of Technical Support Analyst, the incumbent must possess a solid technical understanding of IT systems and support tools provided by IT. This person can work independently, research technology solutions, perform testing, diagnose all hardware and software, and be familiar with the Help Desk ticketing environment. Furthermore, the Technical Support Analyst provides guidance, direction, and support to maximize staff and student performance.

**Specific Responsibilities**
- Provide support for new hires, office 365, outlook & Teams, unlock accounts, and reset passwords
- Document technical issues when they arise and create solutions
- Assess problems efficiently when tasked with a project
- Assign and manage Asset System, configure laptops and PCs with software
- Support MAC, iPhone, and Android devices
- Configure & maintain infrastructure, including peripherals, printers
- Desktop imaging, install all updates on campus computers, ensure software licenses are valid and provide a solution to system errors
- Maintain an inventory of hardware and software for insurance purposes
- Monitor the helpdesk system and resolve tickets

**Position Requirements**

To be successful in the position, individuals must be committed to demonstrating the following:

- Strong interpersonal and communication skills
- Ability to communicate to staff or faculty and students in a simple and efficient manner
- Strong customer service focus
- Ability to work in a team setting
- Ability to multi-task in a dynamic environment
- Excellent time management and organizational skills
- Demonstrate and encourage high standards of behaviour, a professional attitude, and commitment to quality service
- Ability to work cooperatively with employees and students
- Commitment to remain current in systems technologies and certifications as appropriate
- Intermediate knowledge of Microsoft products, Azure, Teams, and Office 365, and an aptitude for troubleshooting computer hardware and software

**Education and Experience**:

- Minimum of a two-year Diploma in Information Technology is required
- Post-secondary education in computers/administration is an asset
- Microsoft Professional experience would be an asset
- 1 - 2- years of working experience in a similar environment
- Working knowledge of Active Directory Admin tools, DOS commands and SCCM.
- MAC, iPhone, and Android devices.

**Additional information**:

- Use of personal vehicle for occasional travel between campuses
- Occasional light lifting
- Moving of Assets
- Occasional overtime may be required
- On-call and as needed
- Shift Work

Thursday-Monday: 1:30pm - 9:30 pm