Support Analyst I

University of British Columbia - Staff; Vancouver; On-site; CAD 30,000 - 60,000; Full time

Job summary

An established industry player is seeking a Support Analyst I to provide essential technical support and advice in software, hardware, and network systems. This role involves maintaining desktop environments, troubleshooting issues, and offering training to users across a dynamic campus environment. The ideal candidate will have a strong background in information technology, excellent problem-solving skills, and a commitment to enhancing user experience. Join a collaborative team dedicated to improving technology services and making a significant impact in a thriving educational institution.

Qualifications

• Minimum of two years experience in technical support roles.
• Knowledge of PCs, Macs, LANs, and software troubleshooting.

Responsibilities

• Provides technical advice and support for hardware and software.
• Maintains and troubleshoots desktop environments and networks.

Skills

Technical Support

Problem Solving

Communication

Collaboration

Analytical Thinking

Education

Undergraduate degree in Computer Science

Professional development courses in information systems

Tools

MS Office

Active Directory

Virtualized computing environments

Software distribution tools

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 1 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 April 17, 2025

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

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 Desktop Services Manager and Team Lead. 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
Specific Duties:

1. Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.
2. Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.
3. Maintains and deploys standard and UBC developed software.
4. Supports and maintains student access terminals, ensuring reliability, security and performance.
5. Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
6. Provides daily administration support for the Local Area Networks (LANs) hardware and software.
7. Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio.
8. Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.
9. Performs other related duties as required.

Core Duties:

1. Provides advice on information technology improvements, services, policies and procedures.
2. Designs basic record and report formats.
3. Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment.
4. Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
5. Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.
6. Deploys new hardware, software, networking and security updates.
7. Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.
8. Modifies and debugs existing software application modules using disciplined software development processes, quality standards and procedures.
9. Prepares and maintains documentation in accordance with prescribed standards.
10. Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
11. Performs other related duties as required.

Minimum Qualifications

1. Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
2. Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Preferred Qualifications

1. Undergraduate degree in a relevant discipline. Undergraduate degree in Computer Science preferred.
2. Microsoft and other industry certification is preferred.
3. Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars, are preferred.
4. Minimum of two years experience or the equivalent combination of education and experience.
5. Two or more years related experience supporting a variety of PC, LAN and other technical environments, or an equivalent combination of education, training and experience.
6. Demonstrated experience working with both technical and user personnel.
7. Knowledge and ability to effectively use and troubleshoot PCs, Macs, printers, Local Area Networks, Active Directory deployment and management and print server management.
8. In-depth technical knowledge of standard office tools including: MS Office (Word, Excel, PowerPoint, Outlook, Access), MS Project and other desktop tools.
9. Knowledge of networks and software distribution tools.
10. Knowledge of imaging and imaging lifecycle management.
11. Knowledge of and experience with virtualized computing environments preferred.
12. Ability to effectively manage multiple tasks and priorities, often to meet critical, time sensitive deadlines.
13. Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes.
14. Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving.
15. Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems.
16. Accountability - Sets objectives that meet organizational needs.
17. Analytical Thinking - Coordinates the information gathering and reporting process.
18. Information Systems Knowledge - Resolves escalated problems of technical support.