Support Analyst I - Vancouver, Canada - University of British Columbia

University of British Columbia

Verified Company

Vancouver, Canada

3 weeks ago

Posted by:

Sophia Lee

beBee Recruiter

Description

Staff - Non Union

Job Category

M&P - AAPS

Job Profile

AAPS Salaried - Information Systems and Technology, Level B

Job Title

Support Analyst I

Department

UBC IT | Desktop | Operations 4

Compensation Range

$5, $7,878.17 CAD Monthly

The Compensation Range is the span between the minimum and maximum base salary for a position.

The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position.

In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

July 18, 2023

Note:
Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.

Job End Date

Job Description Summary

The Support Analyst I provides technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

As part of a team of Support Analysts this position provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, Mac s and Local Area Networks to an ever growing user base across UBC Point Grey Campus and parts of the Lower Mainland.

Organizational Status

Reports to the Desktop Services Manager and Team Lead.

Works closely with other members of UBC IT Desktop Services to assist, train, review, research, recommend and implement any and all aspects of Desktop System changes and lifecycle.

Interacts with various departments within UBC IT.

Work Performed

Specific Duties:

Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software. |
Tracks, prioritizes and responds to all service requests utilizing inhouse ticket systems.
Maintains and deploys standard and UBC developed software.
Support and maintain student access terminals, ensures reliability, security and performance.
Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
Provides daily administration support for the Local Area Networks (LAN s) hardware and software.
Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
Provides consultation and assistance to users.
Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.
Act as a backup for the classroom and videoconference support as needed
Performs other related duties as required.

Core Duties:

Provides advice on information technology improvements, services, policies and procedures.
Designs basic record and report formats.
Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment
Assists users, both remotely and inperson, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.
Deploys new hardware, software, networking and security updates.
Maintains an inventory of equipment, service contracts, warranty, and maintenance agreements.
Prepares and maintains documentation in accordance with prescribed standards.
Maintains appropriate professional designations and uptodate knowledge of current information technology techniques and tools.
Performs other related duties as required.

Consequence of Error/Judgement

Decisions that could affect multiple users will be made in conjunction with the Manager.

Impact of decisions can affect any number users and ultimately serve to disrupt pre-negotiated service level commitments.

An error in judgment or action without thought can result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff.

Supervision Received

Works under direction, within assigned area of responsibility in accordance with agreed objectives and work plan. Keeps manager and or team lead informed of the status of work in progress.

Supervision Given

Supervision will be given for some of the logistics of operational support. Guidance will be provided for internal project activities and planning. May assign work and coordinate student staff activity and schedule.

Preferred Qualifications

Undergraduate degree in a relevant discipline.
Undergraduate degree in Computer Science preferred. Microsoft and other industry certification is preferred.

Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars preferred.

Minimum of two years experience or the equivalent combination of education and experience. Experience supporting a variety of PC, LAN and other technical environmen