IT Support Analyst - Hamilton, Canada - McMaster University

McMaster University

Verified Company

Hamilton, Canada

1 week ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Schedule
Monday - Friday; 8:30 - 4:30

Education Level
College Diploma in Computer Technology or related field of study

Career Level
Minimum of 3 years' relevant experience

The I.T.

services unit within the Faculty of Engineering is responsible for designing, implementing, and maintaining technology solutions to enable the teaching, learning, and research goals of the Faculty.

Providing technical support for the various units is also a key requirement.

Reporting to the Associate Director, Information & Technology Services, this role will be responsible for tehnology support related to various hardware and software used within the Faculty.

Technical support of the Faculty's key infrastructure is central to this position.

_ Job Summary:
_

_ Purpose and Key Functions:
_

Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or expected information system behaviour.
Provide technical expertise and functional support for software and hardware package implementations to meet business requirements.
Provide expertise and practical assistance in delivering services that comply with established standards.
Identify, evaluate, and prioritize customer problems and complaints to ensure that inquiries are successfully resolved.
Carry out investigative work on a variety of requirements, information flow, and processes.
Elicit additional information from users to accurately diagnose problems.
Implement nonstandard solutions and workarounds.
Analyze and evaluate support reports and make recommendations to reduce potential calls to the Service Desk.
Review and assess systems and software production quality management against established standards.
Evaluate hardware, software, and transmission service alternatives as business requirements change.
Analyze, examine, and validate processes.
Interpret technical and procedure manuals for nontechnical users.
Provide detailed technical advice and guidance to users, clients, and staff.
Produce technical and descriptive documentation.
Investigate means to improve service levels given technology trends.
Interact with testing team and provide technical input, support, and analysis for software and hardware specifications.
Research, evaluate, and recommend new products and upgrades.
Disassemble and reassemble computer hardware and peripherals using a variety of hand tools.
Handle minuscule and delicate components when repairing equipment which requires precision placement and removal.
Remain current with frequent advances in the field of information technology.
Plan, schedule, and monitor own work within short time horizons.
Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
Demonstrate a rational and organized approach to work and identify development opportunities.
Use measurement methods to monitor progress toward goal attainment, tenaciously working to meet or exceed those goals, while deriving satisfaction from the process of goal achievement and continuous improvement.
Ensure that the internal and external customer perspective is a driving force behind decisions and activities.
Follow service practices that meet customers' and University needs.
Interact with others in a way that gives them confidence in one's intentions and those of the University.
Work collaboratively with others to achieve departmental and institutional goals. Actively participate as a member of a team to move the team toward the completion of goals.
Perform a range of varied work activities in a variety of structured environments.
Successfully engage in multiple initiatives simultaneously.

_ Requirements:
_
3 year Community College diploma in Computer Technology or related field of study.
Requires 3 years of relevant experience.

Additional requirements for the position include: expertise in VMware virtualization technologies (server and desktop - certifications in vSphere or Horizon are preferred); proficiency in Python, PHP, MySQL, Apache, Drupal, and MS SQL; proficiency in Cisco networking technologies.

Superior organizational, time management, and problem solving skills; excellent interpersonal, written and oral communication skills; accuracy and attention to detail is also required.

Some evening or weekend work may be required occasionally to perform updates to production servers and equipment.

How To Apply

Employment Equity Statement

McMaster University is located on the traditional territories of the Haudenosaunee and Mississauga Nations and within the lands protected by the "Dish With One Spoon" wampum agreement.

The diversity of our workforce is at the core of our innovation and creativity and strengthens our research and teaching excellence.

In keeping with its Statement on Building an Inclusive Community with a Shared Purpose, McMaster University strives to embody the values of res