Support Analyst I

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

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

As part of a team of Support Analysts this position provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, Macs and Local Area Networks to an ever-growing user base across UBC Point Grey Campus and parts of the Lower Mainland. Organizational Status Reports to the Team Lead, Desktop Services. Works closely with other members of UBC IT Desktop Services to assist, train, review, research, recommend and implement any and all aspects of Desktop System changes and lifecycle. Interacts with various departments within UBC IT. Work Performed

Specific Duties:

Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.

Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.

Maintains and deploys standard and UBC developed software.

Fulfils requests for software and hardware installation; performs troubleshooting for software and hardware incidents and initial stages of network troubleshooting.

Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.

Provides daily administration support for the Local Area Networks (LANs) hardware and software.

Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio

Provides consultation and assistance to clients in assigned work area.

Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.

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.

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.

Consequence of Error/Judgement Decisions that could affect multiple users will be made in conjunction with the Team Lead or manager. Impact of decisions can affect any number users and ultimately serve to disrupt pre-negotiated service level commitments. An error in judgment or action without thought can result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff. Supervision Received Reports directly to the Team Lead, Desktop Services. Works under direction, within assigned area of responsibility in accordance with agreed objectives and work plan. Keeps manager and or team lead informed of the status of work in progress. May receive direction from other leads or managers. Supervision Given Supervision will be given for some of the logistics of operational support. Guidance will be provided for internal project activities and planning. Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years of related experience, or the equivalent combination of education and experience.

- Willingness to respect diverse perspectives, including perspectives in conflict with one’s own. - Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion. Preferred Qualifications

Undergraduate degree in Computer Science preferred.

Microsoft and other industry certifications are preferred.

Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars, preferred.

Related experience supporting a variety of PC, LAN and other technical environments, or an equivalent combination of education, training and experience.

Familiarity providing remote technical support to users an advantage.

Demonstrated experience working with both technical and user personnel.

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.