Technical Support Analyst

3 weeks ago

Hamilton, Canada McMaster University Full time

Job Summary:


The Technical Support Analyst provides Level II technical support with respect to software applications and hardware. Responsible for assisting Level I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.

Purpose and Key Functions:
* Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or expected information system behaviour.
* Combine investigative, analytical, and design skills with knowledge of hardware and software applications and technology.
* Provide technical expertise and functional support for software and hardware package implementations to meet business requirements.
* Analyze and evaluate the impact of application enhancements.
* Provide expertise and practical assistance in delivering services that comply with established standards.
* Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.
* Carry out investigative work on a variety of requirements, information flow, and processes.
* Elicit additional information from users to accurately diagnose problems.
* Implement non-standard solutions and work-arounds.
* Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
* Review and assess systems and software production quality management against established standards.
* Evaluate hardware, software, and transmission service alternatives as business requirements change.
* Demonstrate innovation in applying knowledge to non-standard situations.
* Localize and rectify faults in network connectivity and applications and respond to non-routine user problems.
* Analyze, examine, and validate processes.
* Interpret technical and procedure manuals for non-technical users.
* Set priorities for problem resolution, monitor progress, and apply the appropriate escalation procedures.
* Train clients in the use of applications and computer systems.
* Provide detailed technical advice and guidance to users, clients, and staff.
* Produce technical and descriptive documentation.
* Investigate means to improve service levels given technology trends.
* Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.
* Research, evaluate, and recommend new products and upgrades.
* Disassemble and reassemble computer hardware and peripherals using a variety of hand tools. 
* Handle minuscule and delicate components when repairing equipment which requires precision placement and removal.
* Remain current with frequent advances in the field of information technology.
* Plan, schedule, and monitor own work within short time horizons. 
* Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
* Understand and use appropriate methods, tools, and applications to complete work tasks. 
* Demonstrate a rational and organized approach to work and identify development opportunities.
* Absorb technical information when it is presented systematically and apply it effectively.
* Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
* Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
* Follow service practices that meet customers’ and University needs.
* Interact with others in a way that gives them confidence in one’s intentions and those of the University.
* Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
* Perform a range of varied work activities in a variety of structured environments.
* Successfully engage in multiple initiatives simultaneously.
* Apply and enforce department change control policies and procedures.

Supervision:
Provide direction to others in how to carry out work tasks.

Requirements:
3 year Community College diploma in Computer Technology or related field of study.
Requires 3 years of relevant experience.

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