JOB SUMMARY

The IT Support Analyst provides technical support and analyst is to ensure that desktop computer hardware and software technology are deployed and maintained to the highest standards. The IT Support Analyst team. is responsible for the successful operation of desktop computer hardware and software technology at the university.
The IT Support Analyst is the Tier 2 (from Analyst I & II, Service Desk) escalation point of contact that includes, assessment, investigation, diagnosis and resolution for incidents and service requests related to desktop computing services. This position also works in collaboration with many areas of IT Services including Infrastructure, Applications and Security. Software operating systems and applications are deployed through the development and execution of software management processes. Additional requirements involve advanced troubleshooting skills for analysis of software and hardware incidents, and problems in relation to IT Service Management best practices and standards.
The IT Support Analyst is responsible for ensuring client requirements are met in terms of communication, documentation, prioritization, and resolution of incidents. Fulfillment of service requests is undertaken following established procedures. This position provides high caliber customer service and supports users both remotely and in person.

QUALIFICATIONS

• Diploma in Information Technology or related discipline from an accredited postsecondary, and, or an equivalent combination of education, training, and experience.
• Information Technology Infrastructure Library (ITIL) certification is an asset.
• Three (3) years related experience supporting a variety of technology such as computer desktops (Windows /Mac), audio-visual equipment, printers, and fundamental networking protocols.
• Comprehensive experience providing technical support for desktop computers in an enterprise environment.
• Thorough knowledge of the principles, methodologies, tools, and techniques utilized in providing technical desktop support.
• General knowledge of software application packaging and installation. Experience providing user support in a networked environment.
• Experience working with MS Active Directory, MS File Services, MS Print Services.
• Experience supporting Microsoft Office applications.
• Experience using MS System Center Configuration Manager is an asset. Strong analytical, problem solving, organizational and time management skills. Knowledge of project management framework and tools.
• Experience with Service Management software or ticketing tool.
• Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.
• Strong customer service and interpersonal skills.
• Ability to work on multiple projects in a team environment.
• Ability to maintain confidentiality and handle sensitive data using discretion.

Please refer the Job description for details