IT Support Analyst - Tier 2

at  Royal Roads University

The IT Support Analyst Tier 2 (ITSupA-T2) is a collaborative role that works closely with colleagues in IT Services, university stakeholders, and third-party service providers. They extract information from technical and non-technical sources for the purposes of clearly documenting a problem or request to triage incidents, analyze patterns, identify and clarify problems for prioritization and escalation. They design processes and recommend, document and implement solutions for the ongoing support, operations and maintenance of customer facing corporate services . The ITSupA-T2 ensures that work is completed in alignment with enterprise solutions architecture and standards.

Job Requirements

• Well-developed communications, interpersonal and teamwork skills
• Be capable and comfortable of providing assistance/support via phone, e-mail or in a face to face environment
• Strong customer focus
• Strong organizational skills
• Strong attention to detail
• Strong analytical and problem-solving abilities
• Ability to work independently and as part of a team
• Ability to be flexible within the work environment, establish strong working relationships and participate in team responsibilities effectively
• University degree, technical certification or college diploma in computer related field is beneficial
• A minimum of 1-2 years technical support experience would be an asset
• Good working knowledge of current versions of MS Office, various internet browsers and Windows computer operating systems; basic understanding of other desktop operating systems
• Working knowledge of Exchange Administrator, Active Directory (LDAP) and remote desktop administration tools
• Understanding of networking concepts/services such as DNS, DHCP, firewalls, and routing
• Ability to troubleshoot various web tools and issues relating to viruses, pop-ups, spyware, malware etc.
• ITIL certification or experience would be an asset
• Knowledge and experience working with cloud and on-premise environments/applications (virtualized and physical) would be an asset

Additional Information
This is a temporary, full-time position working 37.5 hours per week for a term from November 2024 until October 2025. This position has been evaluated at MPT-B with a salary range of $69,908 (minimum) to $82,147 (midpoint) to $94,387 (maximum) per annum. Employment offers will normally be made between the minimum and midpoint of the range and are determined by knowledge, experience and internal equity. The University is pleased to offer a comprehensive benefit package. Royal Roads University is strongly committed to fostering diversity within our community. We welcome those who would contribute to the further diversification of our faculty and staff including, but not limited to, women, visible minorities, Indigenous people, persons with disabilities and persons of any sexual orientation or gender identity.
While Royal Roads University values all applications we receive, only those candidates shortlisted for further consideration will be contacted. Please note that all qualified candidates are encouraged to apply. However, you will need to be legally eligible to work in Canada for the duration of the employment contract. If you require any form of accommodation throughout the recruitment process, please contact us directly at human.resources@royalroads.ca attention: Abbi Rogers or 250-391-2600 extension 4408 so we can offer you individualized assistance and ensure equity in our recruitment and hiring process. ALL COMPETITIONS WILL CLOSE AT 10.00 P.M. ON THE DATE OF CLOSING

Please refer the Job description for details