Analyst, IT Support

University of Ottawa•Lexington, MA

About The Position

Provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards.

Requirements

University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent experience.
Minimum 3 years of experience in a technical support role
Bilingualism - French and English (written and spoken).
Knowledge of University hardware, software, peripherals and security guidelines and standards.
Knowledge of the University’s established IT strategies, policies and procedures and how to apply these to client requirements such as in areas of procurement and asset management and maintenance.
Knowledge of networking protocols and technologies to configure and troubleshoot connectivity issues
Knowledge of office automation software to support and guide users in their work
Knowledge of mobile devices, distance education tools, audiovisual and scientific equipment
Experience with PC and Mac Operating Systems to install, diagnose and repair issues; ability to support large user groups.
Experience in the implementation of system upgrades
Experience working in a customer service environment
Analytical skills to diagnose and repair software, hardware and peripherals issues
Experience in creating software scripts.
Ability to prioritize own work
Ability to communicate technical concepts in a non-technical manner.
Ability to proactively keep abreast of new emerging technologies.
Ability to foster professional relationships with clients.

Responsibilities

Technical support: Provides second-level technical support services to address the needs of clients in a networked environment. Provides diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Acts as resource person for other IT technicians throughout the campus for more complex technical support related inquiries. Ensures proper charge back for any chargeable services either hardware or software. Promotes established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization. Provides backup where required for the helpline and helpdesk (i.e.: during peak periods or emergencies)
Technical and Consulting Services: Provides a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user’s technology needs. Uses troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyzes requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user.
Software Installation and Upgrade Services: Installs, tests and upgrades software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provides high-end technical troubleshooting for Common Operating Environment (COE) hardware standards.
Application and Tool Customization: Performs minor modifications and enhancements to databases, web and administrative applications and electronic tools to configure them for installation and to improve or customize their functioning for clients according to each specific user’s needs.
Documentation: Records and documents software and hardware problems, system crashes as well as client information. Maintains accurate records in the problem management system; formulate a log of work performed which includes estimate of parts and labor for hardware/software related problems. Assesses the impact of the problem to determine its severity and assign the problem to the appropriate group. Creates written procedures to help users become more autonomous. Maintains accurate documentation on any new utilities or scripts that are created.
Work and Project Assignments: Prioritizes work and project assignments; escalates problem incidents to senior resources if required. Ensures that solutions are thoroughly entered into the system for others to use. May be requested to assist in short term projects. This would include time management, making recommendations based on their expertise, consulting with key players and coordinating tasks with other groups to ensure work is completed to the client’s satisfaction and deadlines are met.
Client training and advice: Provide advice and training on the optimal use and procurement of computing equipment and software to increase effective and efficient use by clients. Advises users on appropriate procedures to ensure data security and integrity. Trains new staff when required.
Research and Development: Creates and modifies self-install software scripts and software images. Participates in the creation of the University’s COE software image; software images for computing laboratories, and self-install scripts for various software applications. Acquires, installs and tests new software and hardware and provides documented feedback on testing. Establishes testing criteria for software and hardware. Participates in establishing hardware and software standards for the University community.
Promotion of technology: Promotes the defined hardware and software standards (COE) to the University Community. Promotes effective use of IT technology and office automation on campus. Promotes use of campus wide electronic mail service. Plays a key role in encouraging useful exchange of information throughout the University Community. Keeps abreast of new technologies.

Benefits

The University of Ottawa offers a generous pay and benefits package that includes a competitive salary, a defined benefit pension plan, group insurance coverage and an employee and family assistance program.

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