Employment Type: Full-Time, Permanent
Reports To: Director, IT
Location: Vancouver, BC (On-Site)
Primary Purpose
The primary purpose of the Technical Support Analyst Tier (2) is to support the UCW IT Team in ensuring high availability access to network resources for staff, students, and faculty. To fulfill this role effectively, the incumbent must possess a strong technical understanding of IT systems and support tools provided by IT. This includes the ability to work independently, research technology solutions, conduct testing, diagnose hardware and software issues, and be familiar with the Help Desk ticketing environment.
Additionally, the Technical Support Analyst Tier (2) provides guidance, direction, and support to maximize the performance of staff and students. This involves offering assistance and expertise to help resolve technical issues promptly, as well as providing advice on best practices and optimal utilization of IT resources. Overall, the Technical Support Analyst Tier (2) plays a crucial role in ensuring the smooth operation of IT systems and facilitating efficient access to network resources for all users within the organization.
Specific Responsibilities
- Delegating access, creating accounts, and onboarding new hires for Office 365, Outlook mailboxes, and Teams.
- Providing application support for Papercut, Konica embedded devices, SCCM, Intune Enrollment Azure, and management.
- Documenting technical issues as they arise and developing solutions to address them.
- Efficiently assessing problems when assigned to a project.
- Managing IT assets and performing desktop imaging, deployment, reimaging, and configuration of laptops and PCs with approved operating systems, applications, and security settings.
- Configuring and maintaining infrastructure components such as peripherals, printers, and Kiosk systems.
- Installing updates on campus computers, ensuring software licenses are valid, and troubleshooting system errors.
- Maintaining an inventory of hardware and software for insurance purposes.
- Guiding new staff, faculty, and students on campus regarding network-related issues.
- Monitoring and triaging the helpdesk queue throughout the day, assigning and escalating tickets as appropriate, and ensuring requests are resolved within established service levels.
- Conducting analysis and troubleshooting via telephone, email, and remote control to identify the causes of problems and provide solutions to customers.
- Providing on-site classroom and event support, including setup, testing, and troubleshooting of computers, audio-visual equipment, presentation systems, and network connectivity.
Position Requirements
Competencies
- Strong interpersonal and communication skills: Capable of effectively communicating technical concepts to staff, faculty, and students in a clear and concise manner.
- Customer service focus: Prioritizing the needs of users and striving to provide exceptional customer service experiences.
- Team player: Able to collaborate effectively with colleagues and contribute positively to team dynamics.
- Multitasking ability: Comfortable handling multiple tasks simultaneously in a fast-paced environment.
- Excellent time management and organizational skills: Ability to prioritize tasks efficiently and manage workload effectively.
- Professionalism: Demonstrates high standards of behavior, maintains a professional attitude, and is committed to delivering quality service.
- Cooperative attitude: Works well with both employees and students, fostering a collaborative work environment.
- Commitment to ongoing learning: Demonstrates a willingness to stay updated on system technologies and relevant certifications to enhance job performance.
- Proficiency with Microsoft products: Strong knowledge of Microsoft products including Azure, Teams, and Office 365, as well as experience with Adaxes.
- Troubleshooting skills: Possesses a knack for identifying and resolving hardware and software issues efficiently.
Education and Experience
- Minimum Bachelor’s Degree: A bachelor’s degree in computer information technologies or a related discipline is required as a foundation for technical understanding and problem-solving skills.
- Post-Secondary Education in Computers/Administration: Additional post-secondary education focused on computers or administration is considered an asset, as it provides further specialization and expertise in relevant areas.
- Microsoft Professional Experience: Experience with Microsoft technologies is advantageous, particularly if the candidate has received Microsoft Professional certifications, demonstrating a high level of proficiency with Microsoft products and services.
- 2-3 Years of Working Experience: Candidates should have 2-3 years of relevant working experience in a similar technical support environment, indicating familiarity with common issues and solutions encountered in IT support roles.
- Working Knowledge of Microsoft Azure, Exchange, Intune, Server OS, Active Directory Admin Tools, PowerShell, SCCM, and Configuration Manager Deployment: Proficiency in these key technologies is essential for effectively supporting network infrastructure, user accounts, and system deployments.
- Experience Supporting Desktop Applications, Servers, Audio-Visual Equipment: Experience in providing technical support for desktop applications, servers, and audio-visual equipment demonstrates a well-rounded skill set and versatility in handling diverse IT environments.
Overall, a combination of formal education, relevant certifications, and hands-on experience with Microsoft technologies and IT support tasks prepares a candidate to excel in the Technical Support Analyst Tier (2) role and contribute effectively to the IT team's objectives.
Additional information
- Seven-Day Work Week, Shift Work: Availability to work on a seven-day workweek basis and to participate in shift work schedules as needed to ensure continuous support coverage.
- Occasional Overtime: Willingness to work occasional overtime when necessary to meet project deadlines or address critical issues.
- Moving of Assets: Ability to handle the moving and relocation of IT assets as required, including equipment, peripherals, and other hardware.
- Occasional Light Lifting: Capable of performing occasional light lifting tasks related to equipment setup, relocation, or maintenance.
- On-Call Availability: Availability to be on-call as needed to respond to urgent technical issues outside of regular working hours.
- Use of Personal Vehicle: Willingness to utilize a personal vehicle for occasional travel between campuses or off-site locations as part of job duties.
These requirements ensure that the Technical Support Analyst Tier (2) is equipped to handle the dynamic and sometimes demanding nature of the role, providing essential support to maintain the organization's IT infrastructure and services at optimal levels.
