Support Analyst I

Job Summary
The Support Analyst I provides technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

In an Enterprise Network environment, the Support Analysts provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, various operating systems including Windows, Macs, multiple types of Linux and Enterprise Networks to an ever growing user base across UBC Point Grey Campus and parts of the Lower Mainland.

Organizational Status
Reports to the Desktop Services Manager and Team Lead. Works closely with other members of UBC IT Desktop Services to assist, train, review, research, recommend and implement any and all aspects of Desktop System changes and lifecycle. Interacts with various departments within UBC IT.

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.
- Supports and maintains end user devices, ensures reliability, security and performance.
- Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
- Provides daily administration support for the Local Enterprise Networks hardware and software.
- Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
- Provides consultation and assistance to UBC IT users.
- Keeps abreast with current microcomputer technology via external training courses, utilizing professional development opportunities and Internet resources.
- Performs other related duties as required.

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.
- Modifies and debugs existing software application modules using disciplined software development processes, quality standards and procedures.
- 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
Decisions that could affect multiple users will be made in conjunction with the Team Lead or Manager.
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 could result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff.

Supervision Received
Works under direction, within assigned area of responsibility in accordance with agreed objectives and work plan. Keeps manager and or team lead informed of the status of work in progress.

Supervision Given
Supervision will be given for some of the logistics of operational support. Guidance will be provided for internal project activities and planning.

Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own

- Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion

Preferred Qualifications

• Undergraduate degree in a relevant discipline.

• Microsoft and other industry certification is preferred.

• Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars, preferred.

• Minimum of two years experience or the equivalent combination of education and experience.

• Two or more years related experience supporting a variety of Windows PC, Macs, Linux, Enterprise Networks and other technical environments, or an equivalent combination of education, training and experience is preferred.

• Demonstrated experience working with both technical and user personnel. Knowledge and ability to effectively use and troubleshoot Windows PC s, Macs, Linux, printers, Enterprise Networks, Active Directory deployment and management and print server management.

• In-depth technical knowledge of standard office tools including: MS Office (Word, Excel, PowerPoint, Outlook, Access), MS Project and other desktop tools.

• Knowledge of networks and software distribution tools.

• Knowledge of imaging and imaging lifecycle management.

• Knowledge of and experience with virtualized computing environments preferred.

• Ability to effectively manage multiple tasks and priorities, often to meet critical, time sensitive deadlines.

Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.

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