Desktop Support Analyst

SFU group; Burnaby; Hybrid; CAD 52,000 - 76,000; Full time

Benefits offered by this job

4 weeks vacation

Hybrid work program

Defined benefit pension

On-campus tuition waiver

Tuition reimbursements & professional�

Job summary

Simon Fraser University is seeking a Desktop Support Analyst to provide direct technical support to students, faculty, researchers and staff. The role focuses on Linux-based labs while also supporting Windows and macOS, deploying and troubleshooting desktops and software across OSes.

You will deliver one-on-one support, develop user-friendly documentation, and train users on departmental software to ensure smooth operation of offices, teaching and research laboratories.

Qualifications

• Two year diploma in Information Technology or related discipline and two years related experience.
• Good knowledge of Linux (Ubuntu), Windows and macOS.
• Experience deploying, configuring and troubleshooting desktop hardware, software and third-party applications.
• Excellent customer service and interpersonal skills for users with varying levels of expertise.
• Excellent written and verbal communication, including user-facing documentation and training.
• Strong analytical, organizational and problem-solving abilities.

Responsibilities

• Deploy, configure, maintain and troubleshoot managed desktops across Linux, Windows and macOS.
• Provide one-on-one technical support to students, faculty, researchers and staff.
• Develop and maintain user-facing documentation and training materials.
• Deliver training on departmental software and tools.
• Collaborate with other technical teams to support teaching and research activities.

Skills

Linux (Ubuntu)

Windows

macOS

Desktop hardware/software troubleshoot

Customer service

Documentation & training

Analytical problem solving

Education

Two year diploma in Information Technology

Tools

Programming tools

Development environments

Job description

Who We Are

Simon Fraser University is a leading research university, advancing an inclusive and sustainable future. Our purpose – the essence of SFU – is to create and connect knowledge, learning and community for deeper understanding and meaningful impact. We are committed to fostering excellence, innovation, belonging and community in all that we do.

The School of Computing Science, within the Faculty of Applied Sciences, is a research-intensive academic unit offering undergraduate and graduate education across multiple campuses. The School’s Technical Solutions team supports the computing systems, instructional and research laboratories, and specialized technology environments used by students, faculty, researchers, instructors and staff. Working collaboratively with colleagues across the School, Faculty and University, the team provides technical support, maintains reliable computing resources, and helps ensure technology effectively supports teaching, learning and research activities.

About the Role

The Desktop Support Analyst provides direct technical support to students, faculty, researchers and staff within the School of Computing Science. The School primarily uses Linux-based systems in its teaching and research laboratories, while also supporting Windows and Apple computers. The position is responsible for deploying, configuring, maintaining and troubleshooting managed desktop computers and software across multiple operating systems. Responsibilities include providing one-on-one technical assistance, developing and maintaining user-facing documentation, delivering training on departmental software, and supporting the effective operation of the School’s offices, teaching and research laboratories. The position works collaboratively with other technical teams to resolve issues and support teaching and research activities.

Qualifications

Two year diploma in Information Technology or related discipline, and two years related experience, or an equivalent combination of education, training, and experience.

• Good knowledge of multiple operating systems, including Linux (Ubuntu), Windows and macOS.
• Experience deploying, configuring and troubleshooting desktop hardware, software and complex third‑party applications, including programming tools and development environments.
• Excellent customer service and interpersonal skills, with the ability to provide direct technical support to users with varying levels of technical expertise.
• Excellent written and verbal communication skills, including the ability to develop user‑facing technical documentation and deliver training.
• Excellent analytical reasoning, organizational and problem‑solving skills, with the ability to diagnose technical issues, prioritize competing demands and elevate complex incidents appropriately.

What We Offer

At SFU, our goal is to ensure our people are valued and supported by promoting a healthy work-life balance, professional growth and development, as well as a safe and respectful workplace. We offer continuing employees who belong in the Administrative & Professional Staff Association (APSA):

• 4 weeks’ vacation (prorated for the first year)*
• Hybrid-work program for eligible positions
• Employer paid defined benefit pension plan
• On-campus tuition waiver for employees and their immediate family members*
• Off-campus tuition reimbursements and professional development funds*
• And more! View our benefits brochure

*Prorated for part-time employees

Additional Information

SFU is an equity employer and strongly encourages applications from all qualified individuals including women, Indigenous Peoples, visible minorities, people of all sexual orientations and gender identities, persons with disabilities, and others who may contribute to the further diversification of the university.

We are committed to facilitating accessibility within our application and interview processes. If you require any assistance or accommodations, please contact [e-mail].