L1 Service Support Analyst

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to declare their COVID-19 vaccination status and provide proof that they were fully vaccinated or had an approved accommodation to engage in in-person University activities. These requirements were suspended effective May 1, 2022, but the University may reinstate them at any point.

Queen's University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us

A Brief Overview
The IT Service Support Centre of Information Technology Services (IT Services) at Queen's University requires two L1 Service Support Analysts.

This position provides initial user support for a variety of operating systems, desktop applications, and other technologies. This position locates and shares information to support users in resolving connectivity and application use issues. This position also investigates security issues, addresses locked accounts, and escalates problems for resolution.

The position is often challenging, yet rewarding, as you work both individually and as a cohesive team of Analysts to troubleshoot and resolve client-facing issues. If you enjoy an environment where no two days are alike, love troubleshooting end user issues and applications, and if you excel at delivering customer service with empathy, enthusiasm, and a can-do attitude, consider applying for the L1 Service Support Analyst role. We look forward to hearing from you.

These positions cover extended hours within our IT Support Centre and the incumbents need to be available between the hours of 11:00am to 7:00pm or 1:00pm to 9:00pm EST.

What you will do

• Provides initial user support for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies.

• Locates and shares information to support users in resolving connectivity and application use issues.

• Investigates security issues, addresses locked accounts, and escalates problems for resolution.

• Assists users with purchasing and setting up supported devices such as desktops, laptops, software peripherals and mobile devices.

• Provides suggestions on improvements to service offerings and support materials.

Required Education

• Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

Required Experience

• More than 1 year and up to and including 2 years of experience.

• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.

• Provide consultation and advice on non-straightforward and/or complex issues.

• Interaction with others typically requires interpersonal skills and the ability to understand and influence.

• Adapt messages to meet the needs of the intended audience.

• Build relationships, trust and credibility.

• Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.

• Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.

• Participate in project team meetings and develop individual project plans.

• Lead procedural or technological change within a unit.

• Identify new problems and seek information and input to fully understand the cause of problems.

• Identify opportunities to improve the effectiveness and efficiency of work processes.

• Draw logical conclusions and provides opinions and recommendations.

• Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.

• Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.

The University invites applications from all qualified individuals. Queen's is strongly committed to employment equity, diversity, and inclusion in the workplace and encourages applications from Black, racialized persons, Indigenous people, women, persons with disabilities, and 2SLGBTQI+ persons. In accordance with Canadian Immigration requirements, priority will be given to those who are legally eligible to work in Canada.

The University provides support in its recruitment processes to all applicants who require accommodation due to a protected ground under the Ontario Human Rights Code, including those with disabilities. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources