IT Analyst - London, Canada - Ivey Business School

Ivey Business School

Verified Company

London, Canada

2 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Position:
IT Analyst

Location:
London, Ontario

Position Type:
Full-time, 3-year renewable contract.

Hiring Range:
$55,900- $69,900

Application Deadline:
Tuesday April 2, 2024, at 11:59PM.

About Ivey Business School:

Ivey Business School acknowledges and respects the traditional lands of the Anishinaabek, Haudenosaunee, Lūnaapéewak, and Attawandaron peoples, where Western University and Ivey Business School are located.

This land continues to be home to diverse Indigenous peoples, whom we recognize as contemporary stewards of the land and vital contributors of the community.

Ivey's Information Technology department elevates the Ivey experience and builds organizational agility through exceptional IT and classroom technology services, while also providing innovative technology solutions.

Position Overview:

The IT Analyst is a troubleshooter extraordinaire with a client-centered approach to providing advice and support to Ivey Faculty, Staff, and Students on desktop and mobile computing.

They are a member of a highly proficient team, collaborating across the school to ensure all stakeholders have the necessary means and support to successfully use Ivey's network computing facilities.

Known for demonstrating a professional and positive attitude, paired with a high degree of reliability and efficiency, they excel in an environment where each day is different.

Dealing with everything from evaluating and troubleshooting hardware problems to performing research into technical issues, and maintaining the security of Ivey's network resources to replacing, repairing, deploying, and updating laptops and hardware, they are a multitasking professional.

Responsibilities:

Tracking and resolving computing incidents

Determine the required course of action when resolving incidents (both issues and questions), providing expert advice and troubleshooting on technology, procedures, and standards.
Provide professional customer service and maintain customer satisfaction by ensuring timely and efficient response, completion, and followup to all incidents.
Work with the Director, IT Systems and Support Services to prioritize unresolved issues.
Engage 3rd party vendors in the process of incident management when necessary.
Communicate technical information and instruction to a nontechnical audience effectively, maintaining transparency throughout the incident management process.
Proactively seek ways to improve the Ivey community experience through judicious and creative use of technology; recommend improvements to Director, IT Systems and Support Services.

Accounts and permissions maintenance

Create accounts and manage permissions for various IT services accounts requiring secure access with a high level of quality and confidentiality
Maintain the security and integrity of accounts.

Hardware support

Install, test, repair, refurbish, replace, and relocate desktops, laptops, printers, and other devices/peripherals efficiently and with a high degree of quality and service.

IT project support

Working with the Director, IT Systems and Support Services, implement and test solutions for various IT Projects, ensuring high quality standards are maintained; projects may include building software distributions, device driver packages, and deployment automation.
Determine necessary technologies, configurations, and parameters when developing solutions for IT Services projects.
Represent the needs of stakeholders when discussing IT projects with other IT staff members.

Resource creation and updates

Create and update documentation to reflect new software/services or changes to existing software/services, contributing to the growth and maintenance of the IT Knowledgebase (including web resources, social media, etc.).

Qualifications:

Education & Experience

A university degree or a college diploma in a related field, with a minimum of 23 years of relevant experience.
A+ IT Technician Certification is required (or willingness to work towards completion within 3 months of hiring).
Microsoft Azure/365 or Apple Certification is considered an asset.
ITIL 4 Foundation Certification is considered an asset.

Skills & Abilities

High degree of interpersonal skills and ability to effectively communicate, both written and verbal.
Collaborative, with a proven ability to work in a team environment.
Experience working independently, demonstrating strong organizational and planning skills.
Proactively identifies solutions and opportunities for improvement through cost savings and/or increased efficiency.
Proven customer service skills and the ability to work in a professional manner with all different types of customers; able to fully anticipate customer issues and understand varying viewpoints.
Demonstrated ability to work efficiently and operate with a high degree of confidentiality on sensitive issues.
Advanced knowledge of major ope