IT Support Analyst - Regina, Canada - University of Regina

Description

• Act as the primary point of contact on campus to assist faculty, staff, students, and visitors via in person, phone and/or email related to IT concerns and inquiries;
• Provide support and assistance to individualized account issues, such as assisting with logins to various systems, providing username information, and resetting passwords and PINs;
• Diagnose, troubleshoot and resolve problems related to user access, application issues, network connectivity issues, software, and virus removal;
• Diagnose, troubleshoot and resolve problems with software, hardware and peripherals including, but not limited to;
• Utilize the Ticket Tracking software to update and maintain all customer problems, ensuring accurate and detailed information is provided. Escalate issues to appropriate tier 2 teams as required when further assistance and expertise is needed;
• Provide support for operating systems and software applications supported by Information Services, including but not limited to, Microsoft Windows, Apple OS, various mobile devices, UR Self Service, Outlook, Groupwise, UR Courses, M365;
• Advise users with compromised credentials on proper password security information;
• Monitor student lab printers, assist customers with printing, change toner, load paper and troubleshoot printing issues as required;
• Assist with Account Request process, verifying customer information and extending account access for employees when requested;
• Stay informed regarding new application implementations, software upgrades and other IT projects underway to ensure accurate and up-to-date information can be provided as customers require;
• Perform other related duties as assigned. Position Requirements
• Grade 12 supplemented by the successful completion of a post-secondary certificate/diploma, combined with a minimum of five years' of related experience. An equivalent combination of education and experience may be considered;
• Possession of the HDI (Help Desk International) Certification as a Help Desk Analyst or Support Centre Analyst is preferred;
• Completion of ITIL (Information Technology Instructure Library) foundations training is an asset;
• Experience in records management and tracking of information is preferred;
• Ability to maintain confidentiality of records and information;
• Ability to communicate effectively, both verbally and in writing;
• Ability to understand and execute oral and written instructions;
• Ability to create, compose, and edit written materials;
• Ability to organize multiple tasks while maintaining accuracy and attention to detail and meet deadlines;
• Knowledge of University policies and procedures;
• Knowledge and skill in using computer equipment and peripherals;
• Skill in the use of basic office equipment;
• Strong interpersonal skills to establish and maintain cooperative working relationships with staff, the general public, external consultants, contractors, and vendors;
• Ability to work independently with minimal supervision;
• Ability to deliver excellent customer service;
• Ability to understand and comply with University health and safety requirements, Saskatchewan Occupational Health and Safety Regulations, and all safe work procedures and practices applicable to the position;
• Ability to identify and report unsafe acts, workplace hazards, and incidents that result (or could result) in injury, illness, or environmental damage;
• Ability to work and encourage others to work and act safely.