Technical Support Analyst Tier 1

Position Job Title: Technical Support Analyst Tier I

Location: University Canada West (UCW) – Vancouver

Reports To: Senior System Support Supervisor

Primary Purpose

The Technical Support Analyst is a member of the UCW IT Team and is responsible for supporting the helpdesk in maintaining high availability access to network resources for staff, students, and faculty.

To fulfill the role of Technical Support Analyst, the incumbent must possess a solid technical understanding of IT systems and support tools provided by IT. This person can work independently, research technology solutions, perform testing, diagnose all hardware and software, and be familiar with the Help Desk ticketing environment. Furthermore, the Technical Support Analyst provides guidance, direction, and support to maximize staff and student performance.

Specific Responsibilities

• Support MAC, iPhone, and Android devices
• Document technical issues when they arise and create solutions
• Monitor the helpdesk system and resolve tickets
• Configure & maintain infrastructure, including peripherals, printers
• Maintain an inventory of hardware and software for insurance purposes
• Assign and manage Asset System, configure laptops and PCs with software
• Assess problems efficiently when tasked with a project
• Provide support for new hires, office 365, outlook & Teams, unlock accounts, and reset passwords
• Desktop imaging, install all updates on campus computers, ensure software licenses are valid and provide a solution to system errors

Position Requirements

To be successful in the position, individuals must be committed to demonstrating the following:

• Commitment to remain current in systems technologies and certifications as appropriate
• Ability to work cooperatively with employees and students
• Strong interpersonal and communication skills
• Ability to work in a team setting
• Ability to multi-task in a dynamic environment
• Excellent time management and organizational skills
• Strong customer service focus
• Ability to communicate to staff or faculty and students in a simple and efficient manner
• Demonstrate and encourage high standards of behaviour, a professional attitude, and commitment to quality service
• Intermediate knowledge of Microsoft products, Azure, Teams, and Office 365, and an aptitude for troubleshooting computer hardware and software

Education and Experience:

• Post-secondary education in computers/administration is an asset
• Experience in supporting desktop applications, Servers, Audio Visual equipment
• MAC, iPhone, and Android devices.
• Microsoft Professional experience would be an asset
• Minimum of a two-year Diploma in Information Technology is required
• Working knowledge of Active Directory Admin tools, DOS commands and SCCM.
• 1 - 2- years of working experience in a similar environment

Additional Information:

• Occasional overtime may be required
• On-call and as needed
• Moving of Assets
• Use of personal vehicle for occasional travel between campuses
• Occasional light lifting
• Shift Work

Diversity and Inclusivity Statement

University Canada West is strongly committed to equity, diversity, and inclusivity within its community and especially welcomes applications from racialized persons / persons of color, women, Indigenous / Aboriginal People of North America, persons with disabilities, LGBTQ2S+ persons, and others who may contribute to the further diversification of ideas.

The University recognizes that applicants may have had obligations outside of work that have negatively impacted their record of achievements (e.g., parental, elder care, and/or medical). You are not required to disclose these obligations in the hiring process. If you choose to do so, the University will ensure that these obligations do not negatively impact the assessment of your qualifications for the position.

If you require any accommodations at any point during the application and hiring process, please contact [email protected].

Land Acknowledgement

The University acknowledges that the territories on which UCW and its campuses are situated are the traditional, ancestral and unceded territories of the xʷməθkʷəy̓əm (Musqueam), Sḵwx̱wú7mesh (Squamish) and Səl̓ílwətaʔ

W(Selilwitulh) Nations. We thank them for having cared for this land since time immemorial, honor their graciousness to the students who seek knowledge here and iterate our dedication to valuing the ongoing contributions of Indigenous peoples and communities.

We greatly appreciate your time and efforts in applying for the position at UCW, however, please note only successful candidates will be contacted.