ONC IT Support Analyst

University of Victoria; Victoria; On-site; CAD 55,000 - 75,000; Full time

Job summary

A Canadian educational institution is seeking an IT Support Analyst to provide desktop computing support for staff and manage small technical projects. The ideal candidate will have a Bachelor's Degree in Computer Science or Engineering and experience in a tier 1/2 support role. Responsibilities include resolving technical issues, documenting requests, and providing training. The position requires excellent communication skills and the ability to work independently and collaboratively.

Qualifications

• 3 Years of experience in a tier 1/2 technical support role.
• Experience in managing technical projects.
• Providing technical training.

Responsibilities

• Provide desktop computing support to staff.
• Document technical requests and solutions.
• Assist with small projects and IT management.

Skills

Microsoft Windows

Macintosh computing environments

Technical communication

Project management

Linux technologies

Technical training

Education

Bachelor’s Degree in Computer Science or Engineering

Tools

Microsoft Exchange

Microsoft Office

SharePoint

Job description

Reporting to the Information Technology Services (ITS) Manager, the IT Support Analyst will be responsible for desktop computing support by providing advice and assistance in all aspects of desktop computing to ONC staff. This includes providing timely, accurate solutions to problems ONC staff encounter in using Microsoft Windows, Macintosh, and Linux computing technologies (laptop and desktop computers, mobile devices, printers and other peripherals) in their daily work. In addition, responsibilities include participating in projects, providing one-on-one and small group training sessions, keeping accurate and up to date technical documentation of the supported departments, and accurately documenting requests for technical assistance and associated problem resolution.

Working with the System Administrator team, the IT Support Analyst will be responsible for small projects and act as a project resource. This position will work within Information Technology Services (ITS) project management processes to implement new infrastructure, refresh desktop hardware, produce required documentation, and plan regular maintenance of project deliverables.

This position requires the ability to demonstrate diplomacy, tact and patience when working with staff who have varied levels of computer experience. The successful candidate will effectively manage a significant number of concurrent issues while contending with frequent in-person, telephone and e-mail interruptions.

Our normal business hours are 8:30 AM to 4:30 PM. System maintenance may be performed off-hours and major issues are responded to on a 24/7 basis. This position may be required to attend out of normal working hours.

This Position Requires a Bachelor’s Degree In a Technical Discipline Such As Computer Science Or Engineering And Three Years Of Experience Performing The Following Functions

• Resolving technical issues in a tier 1/2 technical support role.
• Managing technical projects.
• Providing training in a technical discipline.
  
  

An equivalent combination of education, training and experience will be considered.

Knowledge Requirements Include

• Thorough knowledge of Microsoft Windows and Macintosh computing environments.
• Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment.
• Demonstrated knowledge of a large variety of software programs including Microsoft Exchange email and calendaring, Microsoft Office and SharePoint, statistical, and database applications.
• Thorough knowledge of Ethernet networking techniques.
  
  

Competency Requirements Include

• Excellent oral, written and technical communication skills including the ability to convey technical information to our clients who range from novice to very experienced.
• Excellent interpersonal skills.
• Demonstrated ability to work both collaboratively in a team environment as well as independently.
• Demonstrated ability to work in an effective and organized manner in a complex and challenging environment.
• Demonstrated diplomacy, tact and patience when working with faculty, and staff who have varied levels of computer experience
• Demonstrated ability to effectively manage a significant number of concurrent issues while contending with frequent in-person, telephone and e-mail interruptions
  
  

Assets Include

• Experience working in a post-secondary education environment or comparable size/complex organization
• Relevant technical certifications such as (e.g. ITIL, PMP, HDI, A+, MCSE).