Client Support Analyst - Courtenay, Canada - North Island College

North Island College

Verified Company

Courtenay, Canada

2 weeks ago

Posted by:

Sophia Lee

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Description

Posting Number

Posting Number

SS0378
Position Information
Division
Information Technology
Department
IT Services
Supervisor Title
Manager, IT Service Delivery
Location
Comox Valley(CV)
Posting Type
Internal/External Posting
Position Status
Temporary
If Others, please specify

Desired Start Date

06/22/2023
Position End Date (if temporary)
03/31/2024
Weekly work schedule (please indicate the start and end times for each day of work)
This is a fulltime position (35 hours per week) that operates on an optional Compressed Work Week schedule with one earned day off during every three week period. Normal office hours are Monday to Friday though scheduled and unscheduled early morning, evening and weekend hours will be required in order to minimize service disruptions.
%
100
Pay Grade
M (interim): $ $34.29
Position Summary
Reporting to the Manager, IT Service Delivery and working with mínimal supervision using IT Service Management (ITSM) best practices, provides IT services in coordination with the other IT staff and areas to support the College's operations. The Client Support Analyst is the first line of technical support for NIC's students, faculty and staff on issues relating to NIC provided IT and education technology services. This position will provide in person, technologybased and telephone services to college constituents during defined hours and will travel to all campuses.
The Client Support Analyst is responsible for the support, installation, and maintenance of client devices (hardware, software and related equipment) at North Island College (NIC). The Client Support Analyst is also responsible for providing supplementary technical support of the College's classroom technology (including Hyflex videoconferencing, multimedia projectors and classroom devices) as operationally necessary. The Client Support Analyst is aware of the Mission and Values of North Island College, incorporating and practicing the values in all aspects of the job.
Position Competencies
Job Knowledge
Judgment
Teamwork
Planning & Organization
Customer Service Excellence
Communication & Interpersonal Skills

Duties & Responsibilities

1. Following ITSM best practice, manage Service Desk tickets and take appropriate action within specified timeframes and in order of independently determined priority as per guidelines defined by the Manager, IT Service Delivery.
2. Install, configure, test, maintain, monitor, troubleshoot and repair workstations, printers and related hardware and software to deliver required client device service levels throughout the local region and at designated Centres according to NIC procedures and guidelines. May include recommendation and preparation for offsite repairs.
4. Accurately coordinate and maintain client device/software inventory and tracking systems on a continuous basis for the College.
5. Manage and maintain centralized systems (SCCM, InTune etc.) to administer and support client devices.
6. Monitor and troubleshoot college networks (WAN, LAN, Wifi, VPN etc.), network services (network file services) and telephony systems reporting problems and collaborating with the Network Systems Analysts.
7. Provide first line support for College Enterprise Applications (ERP, EDM etc.) and educational systems and technology (LMS, online learning environments).
8. Initiate, monitor, troubleshoot and control video and audio sources during Hyflex teaching sessions originating throughout the College region.
9. Manage onboarding of new faculty and staff to IT services.
10. Support remote locations, which will involve travel and indirect communication and troubleshooting methods
11. Accurately document Service Desk tickets and related resolution activities.
12. Monitor and flag Helpdesk tickets for emerging trends and for College-Wide critical situations.
13. Maintain and further develop the NIC Service Desk documentation for college constituents (support articles, FAQs etc.).
14. Contribute to the creation and maintenance of standard documentation for installation and configuration procedures.
15. Supporting and encouraging NIC students in their use of NIC supported technologies, including assistive technologies.
16. Act as an advocate for student technology issues.
17. Develop, schedule and deliver studentfocused group sessions on NIC educational technologies and services during Orientation, Fall/Winter semester startup and as needed/requested.
18. Provides peer support to other Client Support Analysts and team.
19. Research independently and contribute to the greater IT team on solutions to both local and College wide problems.
20. Work to constantly increase skilllevel through reading and researching technical documentation, attending conferences and offsite training as required.
21. Observe and advise on local environments and when appropriate recommend alte