Technical Analyst, Level 1

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

Benefits offered by this job

On-campus role

Fixed-term contract

Job summary

Brock University is seeking a Tech Analyst, Level 1, to provide timely IT support to faculty, staff and students on campus. The role involves diagnosing complex issues, documenting resolutions, and promoting IT best practices across the university community.

Reporting to the Interim Director, Client Services, you will work with ITS teams to resolve incidents, manage tickets, and deploy software updates while maintaining asset inventories and ensuring security policies are followed.

Qualifications

• Three-year college diploma or university degree in a related field.
• Experience in a help desk environment is required.
• Knowledge of ITIL principles is preferred.

Responsibilities

• Provide customer service and technical support to faculty, staff, and students in a timely and accurate manner.
• Assess technical problems, provide solutions, and adapt new technology and efficiencies.
• Record problems, service requests, and incidents in the ITS ticketing system and communicate with clients.
• Maintain asset inventory and support local and remote users.

Skills

Help desk experience

Troubleshooting

ITIL knowledge

Active Directory

Microsoft Exchange

Cross-functional collaboration

Education

Three-year college diploma or university degree in a related field

Tools

Ticketing system

System management tools

Job description

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement.

We are one of Canada's outstanding comprehensive universities, where excellence and innovation thrive! Brock has been proudly recognized as a Hamilton-Niagara Top Employer for eight consecutive years. Brock continues to earn recognition as one of Canada's Best Employers and one of Canada's Best Employers for Diversity in 2026. For the second consecutive year, Forbes, in partnership with Statista, also named Brock one of Canada's Top Employers for Company Culture. At Brock, you will find a welcoming, inclusive community and an exciting range of meaningful career opportunities.

Ignite new possibilities for your career. Break through at Brock.

Post End Date: September 17, 2026 at 11:59 PM

This job advertisement is to fill an existing vacancy in the Administrative Professional (Employee Group) Please note: This is a 6-month fixed-term contract

About the Role:

Reporting to the Interim Director, Client Services the Technical Analyst, Level 1 provides customer service and technical support/ assistance to faculty, staff, and students in a timely and accurate manner. The incumbent will assess technical problems, provide solution s to technology problems and incorporate and adapt new technology and efficiencies into the Brock Community.

• 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.

Key Skills and Experience :

• 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 .

Preferred or Asset Skill s:

• Experience working in an educational or government organization;
• ITIL Foundation certification;
• Microsoft Certification;
• Apple Certification.

Salary and Total Rewards:

Job Grade J , Salary Scale ( $ 57,267-$91,627 );

Target Hiring Salary: $57,267

Location & Working Hours:

This position is required to work on campus five (5) days per week.

We are committed to offering flexibl