Support Analyst l
The University of British Columbia
Vancouver, Canada
3d ago

The Support Analyst I provides technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

May be required to work night shifts and / or shift rotations, provide after regular business hours support as necessary as well as respond to pager and / or cellular phone during regular business hours. Organizational Status

The IT Service Centre is a Tier 1 support unit, handling all requests and incidents for user-related issues within UBC IT by providing advice, guidance and the rapid restoration of service.

This position reports to the IT Service Centre Team Leads. May also at times work directly under a more experienced Support Analyst II or Project Manager.

Interacts directly with students, faculty and staff as well as other University technology professionals, UBC customers and end-users. Work Performed

Specific Duties :

  • Performs in a senior capacity for UBC IT Tier 1 technical service and support.
  • May act as shift supervisor.
  • Prioritizes work, delegate work to Support Analysts and define or vary escalations when appropriate.
  • Once approved, plans, coordinates, implements and reports on procurement, quality assurance, scheduling and implementation of application changes / upgrades / functionality improvements.
  • Core Duties :

  • Provides advice on information technology improvements, services, policies and
  • procedures.

  • Designs basic record and report formats.
  • Develops training materials and provides training for users in use and configuration of
  • software, hardware, network systems and peripheral equipment

  • Assists users, both remotely and in-person, to diagnose and resolve problems, escalates
  • when necessary, and documents problem status and action taken.

  • Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer
  • systems and peripheral equipment.

  • Deploys new hardware, software, networking and security updates.
  • Maintains an inventory of equipment, service contracts, warranty and maintenance
  • agreements.

  • Modifies and debugs existing software application modules using disciplined software
  • development processes, quality standards and procedures.

  • Prepares and maintains documentation in accordance with prescribed standards.
  • Maintains appropriate professional designations and up-to-date knowledge of current
  • information technology techniques and tools.

  • Performs other related duties as required. Supervision Received
  • Works autonomously in accordance with general instructions as to methods and procedures. Reports to the Team Leads, IT Service Centre, UBC IT.

    Expects to demonstrate initiative and operate with minimum supervision. Supervision Given

    In the absence of a Team Lead, will supervise Support Analysts and other staff. May also supervise staff on a project basis.

    Consequence of Error / Judgement

    This position is expected to perform at senior level of technical proficiency providing enterprise IT services to UBC customers and end users.

    Consequences of error could translate to prolonged downtimes of mission critical applications at the individual, departmental or workgroup level.

    Impact of decisions would affect the quality of service to customers and end users thereby possibly incurring additional operating costs, violating legal and other regulatory requirements, and / or negatively impacting the public's perception of UBC. Qualifications

    Undergraduate degree in a relevant discipline. Undergraduate degree in Computer Science preferred.

    ITIL certification Minimum of two years experience or the equivalent combination of education and experience. A minimum two years of experience working with enterprise level networks, desktop and server software operating systems, authentication, email and other technologies.

    Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes.

    Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues.

    Utilizes strengths of team members to achieve optimal performance.

    Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving.

    Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

    Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems.

    Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue.

    Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

    Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives.

    Monitors and provides feedback on individual and team performance against defined standards.

    Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations.

    Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities.

    Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface.

    Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues.

    Anticipates the possible outcome of potential solutions.

    Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems.

    Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.

    Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged.

    We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and / or status as a First Nation, Metis, Inuit, or Indigenous person.

    All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

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