Senior Desktop Support Analyst

University of Victoria; Victoria; On-site; CAD 72,000 - 94,000; Full time

Job summary

An established industry player seeks a Senior Desktop Support Analyst to provide exceptional desktop computing support. In this pivotal role, you will assist both academic and administrative clients, ensuring they receive timely and accurate solutions for their computing needs. You'll lead a dedicated team, offering mentorship and technical guidance, while also engaging in IT projects and training sessions. This position provides an opportunity to work in a collaborative environment that values diversity and innovation, making a significant impact on the university community. If you are passionate about technology and client service, this role is perfect for you.

Qualifications

• 5 years experience supporting client computing in a networked environment.
• Strong technical communication skills to assist clients of varying expertise.

Responsibilities

• Provide desktop support for Microsoft and Macintosh technologies.
• Lead and mentor a team of desktop support analysts.

Skills

Microsoft Windows

Macintosh Computing

Technical Communication

Microsoft Active Directory

Group Policy Management

Project Management

Team Leadership

SCCM

Ethernet Networking

MS Office Suite

Education

Bachelor's degree in Computer Science

Tools

Microsoft Exchange

MS SharePoint

MS Office (Word, Excel, PowerPoint, Outlook, Access)

Job description

Senior Desktop Support Analyst - (998998.4)

Organizational Unit

University of Victoria -> VP Finance and Operations -> University Systems

Location

University of Victoria - Victoria, BC V8W 2Y2 CA (Primary)

Posting Close Date

Please note that positions will close at 4 p.m. on the closing date.

FTE

1.0

Salary Grade

$72,242.00 - $93,951.00

Classification

SG10

Start Date

1/27/2025

End Date

1/22/2027

Employee Group:

PEA - Term

# of Hires Needed

1

Category

Computers, Hardware, Computers, Software, Customer Service and Call Center, Information Technology

About this Opportunity

The University of Victoria is one of Victoria's largest employers and one of Canada’s best diversity employers. Together we are more than 5,000 dedicated faculty, librarians and staff supporting the University of Victoria’s diverse academic programs, world-class research and commitment to civic engagement.

The salary range for this position is:

• Recruitment range: $72,242- $79,650 starting salary determined by the PEA Collective Agreement.
• Performance range: starting salary to max of $93,951 is available through annual performance increases.

Job Summary

Reporting to the Associate Director, Desktop Support Services, the Senior Desktop Support Analyst will be responsible for desktop computing support by providing advice and assistance in all aspects of desktop computing to our clients in Academic and Administrative units at the University of Victoria. This includes providing timely, accurate solutions to problems our clients encounter in using Microsoft Windows and Macintosh computing technologies (laptop and desktop computers, mobile devices, printers and other peripherals) in their daily work.

The Senior Desktop Support Analyst is also responsible for providing leadership within the Desktop Support Services team. This position provides mentorship and technical expertise to a small team of desktop support analysts, providing day to day feedback and technical and client service guidance. In addition, responsibilities include participating in or leading IT projects, providing one-on-one and small group training sessions, keeping accurate and up to date technical documentation, and accurately documenting requests for technical assistance and associated problem resolution.

The successful candidate will have a Bachelor's degree in Computer Science and experience in supporting client computing needs within a networked environment, or have an equivalent combination of education, training and experience. Essential qualifications 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; a thorough knowledge of Macintosh and Microsoft Windows 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, statistical, and database applications; a thorough knowledge of Ethernet networking techniques; 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. The successful candidate must be well suited to supervising others and managing team communications.

Job Requirements

• Bachelor's degree in a computer science discipline and 5 years of experience in supporting client computing needs within a networked environment.
• Experience in team leadership, supervising and coaching technical support staff in a client-oriented environment.
• Experience in project management processes; developing project plans; monitoring and directing the activities of a project team.
• Enthusiastic and resourceful team member, with excellent interpersonal and communication skills (written and oral) in order to build strong relationships with colleagues, and staff in a client-oriented environment.
• Thorough knowledge of Macintosh and Microsoft Windows client computing environments.
• Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment.
• Demonstrated knowledge of Microsoft System Centre Configuration Manager (SCCM) in a managed desktop environment.
• In-depth technical knowledge of standard office tools including: MS Office (Word, Excel, PowerPoint, Outlook, Access), MS SharePoint, MS Exchange and other desktop tools.
• Ability to problem solve effectively in high-pressure situations.
• Ability to write coherent technical and user documentation.
• Willingness and ability to acquire new computing and other related skills independently.

Territory Acknowledgement: We acknowledge and respect the Lək̓ʷəŋən (Songhees and Esquimalt) Peoples on whose territory the university stands, and the Lək̓ʷəŋən and WSÁNEĆ Peoples whose historical relationships with the land continue to this day.

Equity and Diversity Statement: UVic is committed to upholding the values of equity, diversity, inclusion and Human Rights in our living, learning and work environments. In pursuit of our values, we seek members who are eager to actively participate in that shared responsibility. We actively encourage applications from members of historically and systemically marginalized groups.

Accessibility Statement: If you anticipate needing accommodations for any part of the application and hiring process contact: [e-mail] Any personal information provided will be maintained in confidence.