IT Analyst

IVEY BUSINESS SCHOOL FOUNDATION•London, ON

6h•CA$57,594 - CA$72,018•Onsite

About The Position

The IT Analyst is a troubleshooter extraordinaire with a client-centered approach to providing advice and support to Ivey Faculty, Staff, and Students on desktop and mobile computing. They are a member of a highly proficient team, collaborating across the school to ensure all stakeholders have the necessary means and support to successfully use Ivey’s network computing facilities. Known for demonstrating a professional and positive attitude, paired with a high degree of reliability and efficiency, they excel in an environment where each day is different. Dealing with everything from evaluating and troubleshooting hardware problems to performing research into technical issues and maintaining the security of Ivey’s network resources to replacing, repairing, deploying, and updating laptops and hardware, they are a multitasking professional.

Requirements

A university degree or a college diploma in a related field, with a minimum of 2-3 years of relevant experience.
A+ IT Technician Certification is required (or willingness to work towards completion within 3 months of hiring).
High degree of interpersonal skills and ability to effectively communicate, both written and verbal.
Collaborative, with a proven ability to work in a team environment.
Experience working independently, demonstrating strong organizational and planning skills.
Proactively identifies solutions and opportunities for improvement through cost savings and/or increased efficiency.
Proven customer service skills and the ability to work in a professional manner with all different types of customers; able to fully anticipate customer issues and understand varying viewpoints.
Demonstrated ability to work efficiently and operate with a high degree of confidentiality on sensitive issues.
Advanced knowledge of major operating systems, networking concepts, mobile devices, and related computing technologies.
Advanced troubleshooting abilities.

Nice To Haves

Microsoft Azure/365 or Apple Certification is considered an asset.
ITIL 4 Foundation Certification is considered an asset.
Experience operating Audio/Visual devices such as projectors, cameras, interactive touch screens and other related technologies is considered an asset; Crestron Certification is an asset.

Responsibilities

Tracking and resolving computing incidents: Determine the required course of action when resolving incidents (both issues and questions), providing expert advice and troubleshooting on technology, procedures, and standards.
Provide professional customer service and maintain customer satisfaction by ensuring timely and efficient response, completion, and follow-up to all incidents.
Determine the best method of communication when assisting stakeholders to quickly and efficiently resolve incidents, including in-person, email, phone, social media, web, etc.
Work with the Director, IT Systems and Support Services to prioritize unresolved issues.
Engage 3rd party vendors in the process of incident management when necessary.
Communicate technical information and instruction to a non-technical audience effectively, maintaining transparency throughout the incident management process.
Proactively seek ways to improve the Ivey community experience through judicious and creative use of technology; recommend improvements to Director, IT Systems and Support Services.
Accounts and permissions: Create accounts and manage permissions for various IT services accounts requiring secure access with a high level of quality and confidentiality.
Maintain the security and integrity of accounts.
Hardware support: Install, test, repair, refurbish, replace, and relocate desktops, laptops, printers, and other devices/peripherals efficiently and with a high degree of quality and service.
IT project support: Working with the Director, IT Systems and Support Services, implement and test solutions for various IT Projects, ensuring high quality standards are maintained; projects may include building software distributions, device driver packages, and deployment automation.
Determine necessary technologies, configurations, and parameters when developing solutions for IT Services projects.
Represent the needs of stakeholders when discussing IT projects with other IT staff members.
Resource creation and updates: Create and update documentation to reflect new software/services or changes to existing software/services, contributing to the growth and maintenance of the IT Knowledgebase (including web resources, social media, etc.).

Benefits

A collaborative and engaging work culture
Opportunity to join a community of people-focused professionals
Market competitive compensation with annual increases available
Generous benefits package with employer-paid premiums, including a comprehensive Health and Dental Plan, Health Care Spending Account, short- and long-term disability programs, no waiting period required.
Enhanced mental health benefits coverage and resources.
Life and AD&D insurance for you and your family.
Out-of-country travel insurance.
Employee and Family Assistance Program.
Pregnancy and Parental top-up leave program.
A generous group retirement savings plan with 7.5% employer contributions.
Vacation starting at 15 days per year plus 2 paid Ivey Personal Days.
Paid time off during the School’s December holiday closure.
Numerous campus-wide arts, culture, and sport events.
Supports for professional development and career progression opportunities.