Software Support Analyst

Ontario Tech University; Oshawa; On-site; CAD 51,000 - 60,000; Full time

Job summary

Ontario Tech University is seeking a Software Support Analyst to provide technical support for students in the Technology Enriched Learning Environment. Responsibilities include software installation, troubleshooting, and maintaining workstations. The role requires strong communication skills and problem-solving abilities, with a focus on supporting student needs.

Qualifications

• Up to 1 year of experience required.
• Completion of a formal post-secondary/college program of two academic years.

Responsibilities

• Assist students with software-related issues, including installation and upgrades.
• Monitor and maintain general use workstations.
• Document the problem-solving process and communicate issues to stakeholders.

Skills

Communication

Problem Solving

Analytical Skills

Education

Post-secondary/college program

Job description

Software Support Analyst

Tracking Code:req1570

Faculty/Department:Information Technology (IT) Services Department

Number of Positions:1

Appointment Type:Full-Time Continuing

Hours of Work:35 hours per week

Salary Range:Level 5- Starting Salary, Step 1$51,251

Posting Date:May 16, 2025

Closing Date:May 23. 2025(7:00 pm EST)

Job Summary: Ontario Tech University is seeking a Software Support Analyst to provide technical support to students within the Technology Enriched Learning Environment (TELE). The Analyst will be responsible for the analysis, diagnosis, and resolution of technology issues related to applications and systems for students. Support will be delivered in person at the Software Support Centres, in classrooms, and through electronic communication.

Responsibilities/accountabilities:

Software Installation and Troubleshooting

• Assist students with software-related issues, including installation, upgrades, and system/application configuration. This may involve advising students or performing actions on their computers
• Monitor and Maintain General Use Workstations (GUWS)
• Monitor the functionality of general use workstations
• Assess and address reported issues with workstations
• Repair or escalate issues to the appropriate team

Test, Document, and Communicate

• Test fixes and conduct post-resolution follow-ups to ensure successful problem resolution
• Record, track, and document the problem-solving process, including decisions and actions taken, through to final resolution
• Communicate application problems and issues to stakeholders, including management, end-users, and unit leaders
• Create and update documentation on software product installation

Required Skills:

• Strong communication skills, with the ability to address contentious and complex information or issues with students and staff using various communication methods
  
• Sound judgment to solve problems using established standards and precedents
  
• Ability to analyze procedures, methods, and systems within a department and faculty

Required Education:

• Completion of a formal post-secondary/college program of two academic years.

* Verification of Academic credentials may be required

Required Experience:

• Up to and including 1 year of experience

How to Apply:

Interested candidates should submit in electronic format a covering letter and their resume. Applications will be accepteduntil May 23. 2025or until a suitable candidate is found. We appreciate all applications received; however, only those candidates selected for an interview will be contacted.

This position falls within the bargaining unit represented by the Ontario Public Service Employees Union (OPSEU) and will be subject to the terms and conditions of the collective agreement between the university and the OPSEU. To the extent that policies are not included in the collective agreement, employment will also be governed by the university’s policies which may also be found on our websitehttps://ontariotechu.caand which may be amended from time-to-time.

Ontario Tech University is actively committed to equity, diversity, inclusion, indigenization and decolonization (EDIID), and welcomes applications from all qualified candidates, while especially encouraging applications from First Nations, Metis, Inuit peoples, Indigenous peoples of North America, racialized persons, persons with disabilities, and those who identify as women and/or 2SLGBTQ+.All qualified candidates are encouraged to apply; however, Canadian citizens, permanent residents, Indigenous Peoples in Canada, and those eligible to work in Canada, will be given priority.

Ontario Tech University respects people's different needs and therefore will take all reasonable steps to ensure accommodation for applicants where appropriate. The University is also committed to ensuring that confidentiality is maintained throughout all aspects of the recruitment cycle.

If you require accommodation, please contactJulie Day, Health and Disability Management Specialist.For more informationabout the universities policies for accommodating employees with disabilities please review the university’sAccessibility Policy

The university acknowledges the lands and people of the Mississaugas of Scugog Island First Nation which is covered under the Williams Treaties. We are situated on the Traditional Territory of theMississaugas, a branch of the greater Anishinaabeg Nation which includes Algonquin, Ojibway, Odawa and Pottawatomi.

Job Location:Oshawa, Ontario, Canada

Expected Start Date:6/9/2025