Analyst, IT Support

University of Ottawa•Ottawa, ON

2d•CA$73,790 - CA$91,744•Onsite

About The Position

Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength is the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome. In a nutshell: working here is challenging and rewarding. It will bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all these minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Requirements

University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent experience.
Minimum three (3) years of experience in a technical support role.
Experience in providing technical support through online chat, over the phone, and in person.
Experience in working in customer service in a business environment.
Experience in supporting and managing requests from VIP clients (directors, deans, etc.).
Experience in using various ITSM software and in managing tickets.
Experience in supporting and configuring mobile devices (iOS, Android).
Experience in troubleshooting TCP/IP, IPX and VPN networking protocols.
Knowledge of best practices in incident management according to ITIL methods.
Knowledge of office automation software to support and guide users in their work (Microsoft O365, Teams, Word, Excel, Outlook, etc.).
Knowledge of the basic principles of data security and access (MFA, anti-virus, anti-spam, SSO, Microsoft AD, etc.).
General knowledge of IT equipment procurement strategies.
Analytical skills to remotely diagnose and repair software, hardware, and peripheral issues.
Ability to take on a leadership role within a team (support colleagues, provide training, coaching, etc.).
Ability to use, research, and write knowledge base articles to support users and IT service members.
Ability to set priorities in own workflow.
Ability to keep abreast of emerging technologies.
Ability to flourish in a collaborative, team-oriented environment.
Ability to communicate technical concepts to a lay audience.
Ability to foster professional relationships with clients.
Bilingualism — English/French (spoken and written).

Nice To Haves

Experience in supporting PC and Apple operating systems (Windows, Mac OS).

Responsibilities

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)
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.
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.
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.
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.
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.