Support Analyst II

University of British Columbia•Vancouver, BC

5d•CA$6,950 - CA$9,993•Onsite

About The Position

The Support Analyst II consults with user groups to determine business needs and to identify the appropriate technology solution. As part of a team of Support Analysts this position provides support for Desktop, Virtual Desktop, Desktop Peripheral Hardware, Macs and Local Area Networks to an ever-growing user base across UBC Point Grey Campus and parts of the Lower Mainland. Organizational Status 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. Also works closely with the Zone Team Lead and zone team members in coordinating client specific support and implementations.

Requirements

Undergraduate degree in a relevant discipline.
Minimum of three years of related experience, or the equivalent combination of education and experience.
Willingness to respect diverse perspectives, including perspectives in conflict with one’s own.
Demonstrates a commitment to enhancing one’s own awareness, knowledge, and skills related to equity, diversity, and inclusion.

Nice To Haves

Undergraduate degree in Computer Science preferred.
Microsoft and other industry certification preferred.
Demonstrated professional development through attendance in information systems analysis and design courses or workshop as well as personal development courses.
In-depth technical knowledge of standard office tools including: MS Office (Word, Excel, PowerPoint, Outlook, Access), MS Project and other desktop tools.
Knowledge of networks and software distribution tools.
Knowledge of imaging and imaging lifecycle management.
Knowledge of and experience with virtualized computing environments.
Ability to effectively manage multiple tasks and priorities and work under pressure.

Responsibilities

Maintains and troubleshoots the microcomputer environment as outlined above including both hardware and software.
Tracks, prioritizes and responds to all service requests utilizing client specific or in-house ticket systems.
Maintains and deploys standard and UBC developed software and client specific in-house or external purchased software.
Support and maintain student access terminals, faculty and staff equipment, various Labs and classrooms to ensure reliability, security and performance.
Maintains and reports to desktop manager and/or team lead an inventory of all equipment, service contracts, and warranty and maintenance agreements.
Provides daily system administration support for the Local Area Networks (LANs) hardware and software.
Implements security for all equipment and software
Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
In consultation with manager and/or Team Lead, Desktop Services, determines enhancements for UBC microcomputer hardware and software.
Provides consultation, expertise and assistance in daily operations and projects as required to UBC IT clients.
Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.
Provides input to the Manager or Team Lead regarding technology hardware lifecycle.
As required liaises with Xerox or other vendors for printer deployments across the portfolio.
Consults with user groups to ensure a thorough understanding of software, hardware, information systems and procedural requirements in order to determine their business needs and to identify the appropriate technology solution.
Makes recommendations on the use of the appropriate technology services and products and the purchase of related hardware, software and network equipment.
Researches emerging technologies and their potential impact on the enterprise.
Provides technical support and troubleshooting in the use of information technology products and services.
Installs and maintains servers, networks, and related software and hardware.
Creates and maintains documentation in accordance with prescribed standards.
Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
Performs other related duties as required.