Service Support Analyst

at  Queens University

ABOUT QUEEN’S UNIVERSITY

Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.
We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.
Come work with us!

REQUIRED EDUCATION

• Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

REQUIRED EXPERIENCE

• More than 2 years and up to and including 3 years of experience.
• Consideration may be given to an equivalent combination of education and experience.

JOB KNOWLEDGE AND REQUIREMENTS

• Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
• Provide consultation and advice on non-straightforward and/or complex issues.
• Interaction with others typically requires interpersonal skills and the ability to understand and influence.
• Adapt messages to meet the needs of the intended audience.
• Build relationships, trust and credibility.
• Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
• Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
• Participate in project team meetings and develop individual project plans.
• Lead procedural or technological change within a unit.
• Identify new problems and seek information and input to fully understand the cause of problems.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Draw logical conclusions and provides opinions and recommendations.
• Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.
• Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.

• Provides escalated user support to resolve issues for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies.
• Tracks and monitors user issues, generates reports, and develops workflows.
• Identifies and updates procedures to enable efficient resolution of recurring problems.
• Investigates and takes corrective action for escalated issues.
• Configures systems and security on software to protect data by encryption and domain password security.
• Support users through technical knowledge to ensure proper use of software and hardware.
• Researches and recommends solutions to improve services, processes, and documentation.