Technical System Analyst and Deskside Lead - Calgary, Canada - The University of Calgary

The University of Calgary

Verified Company

Calgary, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position Overview

Information Technologies is currently seeking four (4) Full-time Regular
Technical System Analyst and Deskside Lead.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):
Administration

Organize and prioritize incoming tasks while effectively managing competing priorities
Maintain accurate records of all work using designated tools
Follows standard procedures for the tracking and escalation of incidents
Understand clients' requirements and ensure that they are informed and updated on related work

Technical Operations

Troubleshoot hardware, software, and networking issues
Lead as an escalation point and organize the team through challenging issues with the goal of root cause determination and build a remediation plan to resolve issues. Ownership of technical services and solutions
Develop and maintain standard and robust hardware, system software and networking environments
Use logic, reasoning, and analysis to address problems and resolve incidents
Maintain high quality documentation including logs, enduser, and systems documentation, etc.
Design and develop information technology solutions that support research, teaching and administration
Reverse engineer and redesign/optimize existing systems
Perform hardware repairs and support

Relationships/Collaboration

Work with customers, Project Managers, Business Analysts, and representatives from various faculties/departments on campus to understand technical requirements or issues
Create and maintain positive relationships with all stakeholders
Maintain a collaborative environment within the technical support group
Ask questions; provide suggestions and offer support and training where appropriate
Involve Technical Manager or other team members as needed

Leadership

Mentor and advise team members in proper technical and operational procedures and guidelines
Monitor quantity and quality of work
Mentor and coach
Continuously show leadership in customer technology standards to the team as well as other areas within IT and across campus
Lead and supervise teamwork flow through ticketing system
Providing instruction and/or onthejob training

Initiative

Take initiative to recommend and implement innovative approaches to IT and business problems

Qualifications / Requirements:

Successful completion of postsecondary education in Computer Science, Computer Engineering, or related field
Minimum of 8+ years of relevant experience required; combination of education and experience will be considered
Proficiency with desktop computers, printers, scanners, associated drivers, and server hardware issues and resolutions, as well as with networking hardware and protocols
Advanced knowledge and experience in the following
Microsoft, Mac, and Unix/Linux hardware, operating systems and tools
Network fundamentals such as ethernet, wifi, routing, switching, access control
Management of Active directory, MECM, Jamf Pro, Intune, Group Policy
Application implementation, maintenance, testing, validation, and documentation
Security controls and processes
ITIL Foundations certification would be considered an asset
Strong communication skills with experience in technical writing an asset
Ability to raise, facilitate, escalate and resolve business and technical issues
Ability to translate technical information to clients with little or no technical background, and an ability to translate customer needs into requests for service
Strong analytical and problemsolving skills are required, including debugging and troubleshooting
Ability to perform some manual labour (e.g. lifting) work related to the equipment.
Routine access to sensitive information and maintaining confidence of the organization's information

Application Deadline:
March 7, 2023

Additional Information
This position is part of the AUPE bargaining unit, and falls under the
_Technical Job Family, Phase 3_.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our
Management and Staff Careers website.

The University strongly recommends all faculty and staff are fully vaccinated against COVID-19.

About the University of Calgary

The University of Calgary is Canada's leading next-generation university - a living, growing and youthful institution that embraces change and opportunity with a can-do attitude.

Located in the nation's most enterprising city, the university is making tremendous progress on its Eyes High journey to be recognized as one of Canada's top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads.

The University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit
.

The University of Calg