Technical Analyst, Level 3

Brock University is located on the traditional territory of the Haudenosaunee and Anishinaabe peoples, many of whom continue to live and work here today. This territory is covered by the Upper Canada Treaties and is within the land protected by the Dish with One Spoon Wampum Agreement.

We are one of Canada’s outstanding comprehensive universities, where excellence and innovation thrive! Brock has been proudly recognized as a Hamilton-Niagara Top Employer for eight consecutive years. Brock continues to earn recognition as one of Canada’s Best Employers and one of Canada’s Best Employers for Diversity in 2026. For the second consecutive year, Forbes, in partnership with Statista, also named Brock one of Canada’s Top Employers for Company Culture. At Brock, you will find a welcoming, inclusive community and an exciting range of meaningful career opportunities.

Ignite new possibilities for your career. Break through at Brock.

Post End Date:

About the Role:

Reporting to the Manager, Campus Technology Services, the Technical Analyst, Level 3 provides customer service and technical support/assistance to faculty, staff, and students by assessing technical problems, providing solutions to technology problems, and incorporating and adapting new technology and efficiencies into the Brock community. In addition, the position is assigned and responsible for specific accountabilities within the Client Services portfolio (accountabilities include: virus recovery, desktop security, network printer administration, Exchange email, desktop hardware, computer laboratory administration, Active Directory, data recovery, mobile devices, Microsoft Office expertise, ticket triage, and technical support for all users and systems across the campus, supplier and vendor management, executive support).

The Technical Analyst, Level 3 will:

• Resolve incoming service requests and incidents in a timely manner, collaborating with team members, vendors, and technology partners as required;
• Record all problems, service requests, change requests, and incidents in the ITS ticketing system including request, solution, and effort;
• Communicate effectively with clients throughout the life of a ticket developing strong relationships and routing issues to the appropriate technical team if necessary;
• Provide local and remote IT specialist support to faculty, staff, and students, including troubleshooting, setup, implementation, upgrades, documentation, and support of enterprise software packages and related systems;
• Liaise between clients and other ITS teams to resolve issues and create efficiencies;
• Develop and maintain strong partnerships with departments, faculties, ancillary units, and IT federated groups across the University, serving as a trusted IT resource;
• Create, build, analyze, test, and deploy operating systems and application packages for supported hardware, ensuring all configurations meet IT standards;
• Utilize system management tools to inventory, monitor, patch, and update supported software, systems and servers;
• Maintain and upgrade software programs and system tools;
• Enforce ITS security policies and promote ITS best practices within the University community;
• Ensure security for file shares, desktops, and printers through administration of the campus Active Directory;
• Ensure reliability through management of the core IT services including email, Microsoft 365, printing and file shares for all users;
• Participate as a key stakeholder in the strategy, design, transition, operation, and continual service improvement phases of all projects that modify or add services that affect the client experience.

Key Skills and Experience:

• Three-year college diploma or university degree in related field;
• A minimum of five years of progressive computing technical support experience;
• Experience working in an educational or government organization is preferred;
• Advanced knowledge of computer hardware, software, operating systems (Windows, Apple, and Linux), systems management, Active Directory, Microsoft Exchange, and the interaction between hardware, software, servers, and networks;
• Knowledge of ITIL principles;
• Working knowledge of anti-virus systems;
• Working knowledge of mobile devices including setup and configuration;
• Knowledge and understanding of the IT demands of a large-scale employer;
• Self-motivated and directed, with the demonstrated ability to multitask and effectively manage multiple and competing deadlines/projects;
• Strong troubleshooting, problem-solving, and analytical skills, with the ability to identify, recommend, and implement technology and process improvements;
• Ability to analyze technology alternatives and synthesize knowledge and information from various sources;
• Strong attention to detail and ability to accurately/diligently document specific information.

Preferred or Asset Skills:

• ITIL Foundation certification;
• Microsoft Certification;
• Apple Certification.

Salary and Total Rewards:

• Job Grade [L], Salary Scale ($67,721.00 - 108,353.00);
• Target Hiring Range: $67,721.00 - $73,000.00*;
• This is a permanent position that includes:
• Health & Dental Benefits: Comprehensive extended health, dental, and vision coverage.
• Pension Plan: Enrollment eligibility in the Brock University Pension Plan.
• Vacation: Up to 3 weeks per year, in addition to university holidays.
• Flexible Work Arrangements: Hybrid work schedule available.
• Professional Development: Eligibility for the Brock Tuition Waiver Program.

*The final salary is based on experience, internal equity, and budget considerations within the target hiring range.

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required towork on campus as needed.

Brock University is committed to creating a respectful and equitableworkplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

We are committed to inclusive and barrier-free recruitment,and we accommodatethe needs of applicants throughout all stages of the recruitmentprocess, as outlined in ourEmployment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code.Please contact [email protected] if you require a disability related accommodation so we can ensure your participation needs are met.

Brock University does not use AI Technology at any stage of the recruitment process.

We appreciate all applications received. Candidates that are selected for an interview will be contacted.

Learn more about Brock University by visiting www.brocku.ca.