Information Technology Analyst

About the Team:

The Engineering IT team supports the core academic mission of the Faculty by enabling high-quality teaching, learning, and research through reliable, secure, and innovative technology services. Working closely with Faculty leadership, academic faculty and staff, the team supports instructional technologies, teaching labs, learning spaces and other strategic IT projects that are integral to Faculty priorities, undergraduate and graduate programs, and standards for program accreditation. A strong emphasis is placed on responsive and effective technical support to ensure continuity of academic operations and a high-quality learning environment. The Engineering IT team operates with a student- and faculty-centred service mindset, providing timely and effective support while aligning technology services with the Faculty’s strategic, academic, and operational priorities. The Engineering IT team is part of a larger, campus-wide McMaster IT community that incorporates institutional IT standards as well as enterprise-wide systems, including Microsoft productivity tools, Campus Relationship Management (CRM), and other key tools that provide efficiency and technology enhancements to the Faculty.

Job Summary:

Responsible for investigating moderate and complex information technology problems by confirming the validity of the problem and seeking known solutions related to these more complex issues. Designs, implements, and maintains users' applications and acts as an administrator for a variety of networks, programs, and websites.

Purpose and Key Functions:

• Write complex programs using various computing and scripting languages.
• Prepare contingency plans for recovering services and operations after incidents such as power blackouts, water damage, or structural building failures and contribute to the planning and development of disaster recovery scenarios.
• Undertake projects such as performance monitoring and capacity planning to monitor the overall reliability and effectiveness of the computing systems and information processing architecture, including storage area networks.
• Diagnose, assess, circumvent, and find remedies for a variety of service incidents that deviate from planned or expected information system behaviour.
• Provide expertise and practical assistance in delivering services that comply with established standards.
• Identify, evaluate, and prioritize problems and complaints to ensure that inquiries are successfully resolved.
• Carry out investigative work on a variety of requirements, information flow, and processes.
• Elicit additional information from users to accurately diagnose problems.
• Implement non-standard solutions and workarounds.
• Evaluate hardware, software, and transmission service alternatives as business requirements change.
• Localize and rectify faults in network connectivity and applications and respond to non-routine user problems.
• Analyze, examine, and validate processes.
• Interpret technical and procedure manuals for non-technical users.
• Debug computer program code.
• Develop and modify interfaces for existing applications and systems while maintaining the integrity of data and processes.
• Design and build department and program websites.
• Test functionality of websites in various browsers for quality assurance.

• Provide technical advice on network and system applications.
• Provide advice to users regarding security, equipment configuration, and selection of programming language and provide advice to customers on alternative and recommended approaches to computing systems solutions.
• Program small modules of larger departmental applications according to detailed specifications.
• Design basic record and report formats.
• Develop web applications and pages.
• Plan and coordinate system and software installations.
• Prepare programming documentation in accordance with prescribed standards.
• Make decisions within established guidelines regarding the application of computing devices or programs to meet set requirements or make decisions regarding solutions to defined problems.
• Work autonomously in accordance with general instructions as to methods and procedures.
• Install and repair various hardware, software, and computer peripherals.
• Support and troubleshoot user problems to determine if the problem is hardware, software, or procedural.
• Act as a technical resource and troubleshoot routine and moderately complex information technology problems within an area of expertise.
• Escalate problems to the appropriate resource and follow up to ensure the problem has been resolved.
• Provide users with routine information such as system updates, errors, and features.
• Elicit additional information from clients and colleagues to diagnose issues.
• Interact with others to facilitate and promote the effective use of information technology.
• Evaluate requests for new and changes to existing computer hardware, software, and peripherals and make the appropriate recommendations.
• Provide information and assistance to others regarding the use of hardware and software.
• Perform routine technical tasks related to the maintenance and administration of a workgroup or department including, but not limited to, assigning passwords, purging print queues, enabling and disabling accounts, and monitoring scheduled backups.
• Update and maintain a complete inventory of computer hardware, software, and peripherals.
• Plan, schedule, and monitor own work within short time horizons.
• Organize individual time, work and resources to accomplish objectives in the most effective and efficient way.
• Maintain records and prepare documentation related to activities, including resources such as web pages and databases.
• Ensure users receive information on system updates, errors and features.
• Remain current with frequent developments in the field of information technology

Supervision:

• Provide direction to others on how to carry out work tasks.
• Ensure adherence to quality standards and procedures for short-term staff.

Requirements:

• Bachelor's degree in Computer Science or related field of study.
• Requires 3 years of relevant experience.

How To Apply

To apply for this job, please submit your application online.