Technical Support Analyst

**Position Job Title**:Technical Support Analyst Tier 1

**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 maintaining high availability access to network resources for staff or students and faculty.

To fulfill the role of Technical Support Analyst, the incumbent must be able to provide direct support for all hardware and software and be familiar with the Help Desk ticketing environment. The Technical Support Analyst position is also responsible for providing guidance or direction and support to maximize staff performance and student studies.

**Specific Responsibilities**

The Technical Support Analyst is accountable for:

- Configure & maintain the campus computing infrastructure including peripherals, printers, software, and desktop imaging
- Diagnose and repair problems efficiently and timely
- Assure software and cable management meet company standards
- Ensure the integrity of the network is maintained by ensuring physical and electronic hardware and software security is maintained
- Install all software on campus computers and ensure software licenses are valid
- Maintain an inventory of hardware and software for insurance purposes
- Set-up new computer hardware and assist the Campus Manager in decisions based on the needs of the campus
- Assign printer access and manage the queues set-up
- Provide guidance for new staff or faculty and students on the campus on network-related issues
- Monitor the helpdesk system, accept, troubleshoot and resolve tickets

**Position Requirements**

To be successful in the position, individuals must be committed to developing or maintaining, and 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 as a team with all products/groups
- 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 Onsite Networking Administrator technologies and certifications as appropriate
- Strong Networking knowledge, an aptitude for troubleshooting computer hardware and software

**Education and Experience**:

- Post-secondary education in computers/administration
- Cisco and Meraki experience would be an asset
- 1-2 working experience in a similar environment
- Working knowledge of Windows Operating systems

**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

**Job Types**: Full-time, Permanent

**Salary**: From $45,000.00 per year

**Benefits**:

- Company events
- Dental care
- Disability insurance
- Employee assistance program
- Extended health care
- Life insurance
- Paid time off
- RRSP match
- Tuition reimbursement
- Vision care
- Wellness program

Schedule:

- 8 hour shift

Application question(s):

- Are you legally authorized to work in Canada?

**Education**:

- DCS / DEC (preferred)

**Experience**:

- IT support: 1 year (preferred)