Client Support Analyst

Your responsibilities will include

• Responding to end-user service requests
• Probing for information from end-users to identify problems and establish needs
• Liaising with technical specialists to resolve end-user issues
• Applying established standards when deploying software and hardware
• Testing and analyzing new and upgraded software and/or hardware
• Creating and editing support documentation
• Training end-users on procedures and the use of supported IT systems
• Setting-up and maintaining audio/visual systems

Essential Qualifications

• Bachelor's Degree in Computer Science, Information Technology; or a related field or acceptable combination of equivalent education and experience
• Minimum three years of experience, including experience with frontline user support; hardware and software troubleshooting; adaptive software and network operations; mobile devices; audio-visual equipment used in classroom presentation systems
• Must have solid troubleshooting and analytical skills and diverse application experience including, but not limited to, email applications, Microsoft Office suite, Windows 7/8/10/11 and MacOS operating systems, web browsers, and a demonstrated ability to expand existing skillsets
• Demonstrated experience with end-point management including: installing, configuring, imaging, troubleshooting and repairing Windows and MacOS desktop computers and printers; managing Windows end-points at scale via Microsoft Intune and PowerShell
• Demonstrated experience with variety of AV equipment and support scenarios, including standard classroom presentation systems and enterprise videoconferencing systems (e.g., Teams Meeting Rooms); familiarity with event AV setup (e.g., digital displays and standalone sound systems) an asset
• Ability to work effectively with all levels of academic & administrative staff with a demonstrated ability to teach individuals and groups with varying degrees of technical knowledge in an effective manner
• Ability to learn continually on-the-job, and on own initiative, to keep current with rapid changes in systems, hardware, and user requirements
• Ability to work in an environment with frequent interruptions
• Excellent verbal and written skills, with the ability to communicate complex solutions to non-technical professionals both orally and in writing
• Assets (Nonessential):
• Familiarity with event AV setup (e.g., digital displays and standalone sound systems)
• To be successful in this role you will be:
• Courteous
• Organized
• Patient
• Problem solver
• Team player
• Notes:
• There is a second vacancy for this position: Client Support Analyst (49854) . To be considered for both positions, candidates are to apply to both job postings.
• Hours of work: Monday through Friday from 8:45 AM to 5:00 PM, with overtime on weekdays and occasional overtime on weekends.
• Closing Date: 08/26/2026, 11:59PM ET Employee Group: USW Appointment Type : Budget - Continuing Schedule: Full-Time Pay Scale Group & Hiring Zone: USW Pay Band 09 -- $67,916. with an annual step progression to a maximum of $86,855. Pay scale and job class assignment is subject to determination pursuant to the Job Evaluation/Pay Equity Maintenance Protocol. Job Category: Information Technology (IT)
• Lived Experience Statement
• Candidates who are members of Indigenous, Black, racialized and 2SLGBTQ+ communities, persons with disabilities, and other equity deserving groups are encouraged to apply, and their lived experience shall be taken into consideration as applicable to the posted position.
• Job descriptions are available upon request for internal applicants.

Diversity Statement

Accessibility Statement