Technical Analyst, Level 1

Reporting to the Interim Director, Client Services the Technical Analyst, Level 1 provides customer service and technical support/ assistance to faculty, staff, and students in a timely and accurate manner. The incumbent will assess technical problems, provide solution s to technology problems and incorporate and adapt new technology and efficiencies into the Brock Community.

T he Technical Analyst, Level 1 will:

Perform analysis, diagnosis, documentation and resolution of complex IT system problems for clients;

Recommend, implement, and document corrective solutions;

Enforce ITS security policies and promote ITS best practices within the University community;

Work as a team member to collaboratively resolve client incidents and service requests with other team members, partners and suppliers;

Record all problems, service requests, change requests, and incidents in the ITS ticketing system including request, solution, and effort;

Communicate effectively with the client throughout the life of a ticket developing strong relationships;

Respond to all assigned tickets in a timely and appropriate manner ;

Create, build, analyze, test, and deploy operating systems and application packages for supported hardware, ensuring all configurations meet IT standards;

Utilize system management tools to inventory, monitor, patch, and update supported software, systems and servers;

Provide basic technical support for enterprise software packages (such as Brock Card, Residence systems, scheduling software, email, and print accounting) including updates to applications and corresponding systems and servers, handing off to Technical Analysts, Level 3 when higher level technical support is required ;

Provide IT specialist support and accountability, including troubleshooting, setup, implementation, upgrades, research, and documentation;

Liaise between clients and other ITS teams to resolve issues and create efficiencies;

Provide local and remote technical support to faculty, staff and students;

Maintain an inventory of Brock University client owned equipment for asset management and repair.