EDUCATION LEVEL

3-year College Diploma in Computer Technology or related field of study

UNIT / PROJECT DESCRIPTION

The IT Services Unit within the Faculty of Engineering is responsible for designing, implementing and maintaining technology solutions to enable the teaching, learning, and research goals of the Faculty. Providing technical support for the various units is also a key requirement.
Reporting to the Associate Director, Information & Technology Services, the role of IT Support Analyst will be responsible for technology support related to various hardware and software used within the Faculty. Technical support of the Faculty’s key infrastructure is central to this position.

JOB SUMMARY

The Technical Support Analyst provides Level II technical support with respect to software applications and hardware. Responsible for assisting Level I personnel solve basic technical problems and for investigating elevated issues by confirming the validity of the problem and seeking for known solutions related to these more complex issues.

QUALIFICATIONS

• 3-year Community College diploma in Computer Technology or related field of study.
• Requires 3 years of relevant experience.

EMPLOYMENT EQUITY STATEMENT

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the “Dish With One Spoon” wampum agreement.
The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence. In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of respect, collaboration and diversity, and has a strong commitment to employment equity.
The University seeks qualified candidates who share our commitment to equity and inclusion, who will contribute to the diversification of ideas and perspectives, and especially welcomes applications from indigenous (First Nations, Métis or Inuit) peoples, members of racialized communities, persons with disabilities, women, and persons who identify as 2SLGBTQ+.
As part of McMaster’s commitment, all applicants are invited to complete a confidential Applicant Diversity Survey through the online application submission process. The Survey questionnaire requests voluntary self-identification in relation to equity-seeking groups that have historically faced and continue to face barriers in employment. Please refer to the Applicant Diversity Survey - Statement of Collection for additional information.

Job applicants requiring accommodation to participate in the hiring process should contact:

• Human Resources Service Centre at 905-525-9140 ext. 222-HR (22247), or
• Faculty of Health Sciences HR Office at ext. 22207, or
• School of Graduate Studies at ext. 23679

to communicate accommodation needs.

INTERVIEW EXPERIENCE

At McMaster University, we believe in a comprehensive and inclusive interview process. Our interview methods encompass a variety of approaches that allow our hiring teams to provide a flexible and accessible experience for engaging with our candidates. Throughout your recruitment process at McMaster, you may be requested to participate in a variety of formats, that may include in-person, virtual or recorded interviews. If you have any questions as you move through the hiring process, please reach out to talent@mcmaster.ca or the HR contact associated with your position of interest.

• Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or
• expected information system behaviour.
• Combine investigative, analytical, and design skills with knowledge of hardware and software applications and
• technology.
• Provide technical expertise and functional support for software and hardware package implementations to meet
• business requirements.
• Analyze and evaluate the impact of application enhancements.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.
• Carry out investigative work on a variety of requirements, information flow, and processes.
• Elicit additional information from users to accurately diagnose problems.
• Implement non-standard solutions and work-arounds.
• Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
• Review and assess systems and software production quality management against established standards.
• Evaluate hardware, software, and transmission service alternatives as business requirements change.
• Demonstrate innovation in applying knowledge to non-standard situations.
• Localize and rectify faults in network connectivity and applications and respond to non-routine user problems.
• Analyze, examine, and validate processes.
• Interpret technical and procedure manuals for non-technical users.
• Set priorities for problem resolution, monitor progress, and apply the appropriate escalation procedures.
• Train clients in the use of applications and computer systems.
• Provide detailed technical advice and guidance to users, clients, and staff.
• Produce technical and descriptive documentation.
• Investigate means to improve service levels given technology trends.
• Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.
• Research, evaluate, and recommend new products and upgrades.
• Disassemble and reassemble computer hardware and peripherals using a variety of hand tools.
• Handle minuscule and delicate components when repairing equipment which requires precision placement and
• removal.
• Remain current with frequent advances in the field of information technology.
• Plan, schedule, and monitor own work within short time horizons.
• Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
• Understand and use appropriate methods, tools, and applications to complete work tasks.
• Demonstrate a rational and organized approach to work and identify development opportunities
• Absorb technical information when it is presented systematically and apply it effectively.
• Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those
• goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
• Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
• Follow service practices that meet customers’ and University needs.
• Interact with others in a way that gives them confidence in one’s intentions and those of the University.
• Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of
• a team to move the team toward the completion of goals.
• Perform a range of varied work activities in a variety of structured environments.
• Successfully engage in multiple initiatives simultaneously.
• Apply and enforce department change control policies and procedures