Support Analyst I

The University of British Columbia; British Columbia; On-site; CAD 6,000 - 9,000; Full time

Job summary

The University of British Columbia is seeking a Support Analyst I to provide technical support for software, hardware, and network systems across its campuses. This role involves troubleshooting, maintaining equipment, and assisting users while ensuring a commitment to diversity and inclusion.

Qualifications

• Two or more years of relevant experience or equivalent education.
• Experience providing remote technical support is an advantage.

Responsibilities

• Maintains and troubleshoots the microcomputer environment.
• Tracks, prioritizes, and responds to all service requests.
• Provides training, consultation, and assistance to all users.

Skills

Collaboration

Communication

Problem-Solving

Accountability

Analytical Thinking

Information Systems Knowledge

Education

Undergraduate degree in a relevant discipline

Tools

Microsoft Certifications

Job description

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level B

Job Title

Support Analyst I

Department

UBC IT | Desktop | Operations 2

Compensation Range

$6,251.00 - $8,986.00 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

May 14, 2025

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

Apr 30, 2027

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description 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. As part of a team of Support Analysts, this position provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, Macs, and Local Area Networks to an ever-growing user base across UBC Point Grey Campus and parts of the Lower Mainland.

Organizational Status

Reports to the Team Lead, Desktop Services. 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

• 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.
• Fulfils requests for software and hardware installation; performs troubleshooting for software and hardware incidents and initial stages of network troubleshooting.
• 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 Area Networks (LANs) hardware and software.
• Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio.
• Provides consultation and assistance to clients in assigned work area.
• Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.

Core Duties include advising on IT improvements, designing report formats, developing training materials, diagnosing and resolving problems, performing preventive maintenance, deploying updates, maintaining inventory, and keeping documentation.

Consequence of Error/Judgement

Decisions affecting multiple users will be made with supervision. Errors can impact services used by UBC students, faculty, and staff.

Supervision Received

Reports to the Team Lead, Desktop Services, working within assigned objectives and work plans, and may receive guidance from other leads or managers.

Supervision Given

Supervision for operational support logistics, guidance for project activities and planning.

Minimum Qualifications

• Willingness to respect diverse perspectives and commitment to equity, diversity, and inclusion.

Preferred Qualifications

• Undergraduate degree in a relevant discipline, preferably in Computer Science.
• Microsoft and other industry certifications preferred.
• Two or more years of relevant experience or equivalent education and experience supporting PC, LAN, and technical environments.
• Experience providing remote technical support is an advantage.

Additional skills include collaboration, communication, problem-solving, accountability, analytical thinking, and information systems knowledge.