On-Campus IT Support Analyst (6-Month Contract)

Brock University; St. Catharines; On-site; CAD 57,000 - 92,000; Part time

Benefits offered by this job

On-campus work

Job summary

Brock University is seeking a Technical Analyst, Level 1, to provide customer service and technical support to faculty, staff, and students. The role requires diagnosing and resolving IT issues, enforcing security policies, and collaborating with ITS teams to improve service delivery.

The position is a 6-month fixed-term contract based on a J salary range, with the final salary determined by experience and internal equity.

Qualifications

• Three-year college diploma or university degree in a related field.
• Technical support experience in a help desk environment
• Knowledge of the help desk environment, requirements and responsibilities
• Knowledge of computer hardware and software, systems and configuration management, active directory, software installation, and Microsoft Exchange
• Working knowledge of the interactions between computer software, hardware, servers and networks
• Knowledge of ITIL principles
• Knowledge of MS-Windows, Apple, and Linux Operating systems
• Knowledge of various software programs, business applications and internet browsers
• Working knowledge of anti-virus systems
• Working knowledge of mobile devices including setup and configuration
• Strong verbal and interpersonal communication skills with the ability to interact with irate or upset clients
• Self-motivated and directed, with the demonstrated ability to multitask and effectively manage multiple and competing deadlines, service and incident requests
• Strong troubleshooting capabilities and the ability to provide appropriate solutions, knowing when to hand off higher-level technical support requirements

Responsibilities

• Perform analysis, diagnosis, documentation and resolution of complex IT system problems for clients
• Recommend, implement, and document corrective solutions
• Enforce ITS security policies and promote ITS best practices within the University community
• Work as a team member to collaboratively resolve client incidents and service requests with other team members, partners and suppliers
• Record all problems, service requests, change requests, and incidents in the ITS ticketing system including request, solution, and effort
• Communicate effectively with the client throughout the life of a ticket developing strong relationships
• Respond to all assigned tickets in a timely and appropriate manner
• Create, build, analyze, test, and deploy operating systems and application packages for supported hardware, ensuring all configurations meet IT standards
• Utilize system management tools to inventory, monitor, patch, and update supported software, systems and servers
• Provide basic technical support for enterprise software packages (such as Brock Card, Residence systems, scheduling software, email, and print accounting) including updates to applications and corresponding systems and servers, handing off to Technical Analysts, Level 3 when higher level technical support is required
• Provide IT specialist support and accountability, including troubleshooting, setup, implementation, upgrades, research, and documentation
• Liaise between clients and other ITS teams to resolve issues and create efficiencies
• Provide local and remote technical support to faculty, staff and students
• Maintain an inventory of Brock University client owned equipment for asset management and repair

Skills

Help desk

AD & Exchange

Windows/macOS/Linux

ITIL knowledge

Troubleshooting

Communication skills

Education

Diploma/degree

Tools

ITIL Foundations

Microsoft Certification

Apple Certification

Job description

Brock University is seeking a Technical Analyst, Level 1, to provide customer service and technical support to faculty, staff, and students. The role requires diagnosing and resolving IT issues, enforcing security policies, and collaborating with ITS teams to improve service delivery.

The position is a 6-month fixed-term contract based on a J salary range, with the final salary determined by experience and internal equity.