Analyst, IT Support

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Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength is the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome.

In a nutshell: working here is challenging and rewarding. It will bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all these minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters.

Position Purpose

Reporting to the Senior Analyst, IT Support, the incumbent provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards.

In this role, your responsibilities will include:

• Technical Support: Provides second-level technical support services to address the needs of clients in a networked environment. Provides diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Acts as resource person for other IT technicians throughout the campus for more complex technical support related inquiries. Ensures proper charge back for any chargeable services either hardware or software. Promotes established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization. Provides backup where required for the helpline and helpdesk (i.e.: during peak periods or emergencies)
• Technical and Consulting Services: Provides a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user’s technology needs. Uses troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyzes requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user.
• Software Installation and Upgrade Services: Installs, tests and upgrades software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provides high-end technical troubleshooting for Common Operating Environment (COE) hardware standards.
• Client training and advice: Provide advice and training on the optimal use and procurement of computing equipment and software to increase effective and efficient use by clients. Advises users on appropriate procedures to ensure data security and integrity. Trains new staff when required.

• Documentation: Records and documents software and hardware problems, system crashes as well as client information. Maintains accurate records in the problem management system; formulate a log of work performed which includes estimate of parts and labor for hardware/software related problems. Assesses the impact of the problem to determine its severity and assign the problem to the appropriate group. Creates written procedures to help users become more autonomous. Maintains accurate documentation on any new utilities or scripts that are created.

• Promotion of technology: Promotes the defined hardware and software standards (COE) to the University Community. Promotes effective use of IT technology and office automation on campus. Promotes use of campus wide electronic mail service. Plays a key role in encouraging useful exchange of information throughout the University Community. Keeps abreast of new technologies.

What you will bring:

• University Degree or College Diploma in Computer Science, Information Technology or related field or equivalent experience.
• Minimum three (3) years of experience in a technical support role.
• Experience in providing technical support through online chat, over the phone, and in person.
• Experience in working in customer service in a business environment.
• Experience in supporting and managing requests from VIP clients (directors, deans, etc.).
• Experience in using various ITSM software and in managing tickets.
• Experience in supporting PC and Apple operating systems (Windows, Mac OS).
• Experience in supporting and configuring mobile devices (iOS, Android).
• Experience in troubleshooting TCP/IP, IPX and VPN networking protocols.
• Knowledge of best practices in incident management according to ITIL methods.
• Knowledge of office automation software to support and guide users in their work (Microsoft O365, Teams, Word, Excel, Outlook, etc.).
• Knowledge of the basic principles of data security and access (MFA, anti-virus, anti-spam, SSO, Microsoft AD, etc.).
• General knowledge of IT equipment procurement strategies.
• Analytical skills to remotely diagnose and repair software, hardware, and peripheral issues.
• Ability to take on a leadership role within a team (support colleagues, provide training, coaching, etc.).
• Ability to use, research, and write knowledge base articles to support users and IT service members.
• Ability to set priorities in own workflow.
• Ability to keep abreast of emerging technologies.
• Ability to flourish in a collaborative, team-oriented environment.
• Ability to communicate technical concepts to a lay audience.
• Ability to foster professional relationships with clients.
• Bilingualism - English/French (spoken and written).

#LI-Hybrid #LI-DP1

Key Competencies at uOttawa:

Here are the required competencies for all or our employees at uOttawa:

Planning: Organize in time a series of actions or events in order to realize an objective or a project. Plan and organize own work and priorities in regular daily activities.

Initiative: Demonstrate creativity and initiative to suggest improvements and encourage positive results. Is proactive and self-starting. Show availability and willingness to go above and beyond whenever it is possible.

Client Service Orientation: Help or serve others to meet their needs. This implies anticipating and identifying the needs of internal and external clients and finding solutions on how to meet them.

Teamwork and Cooperation: Cooperate and work well with other members of the team to reach common goal(s). Accept and give constructive feedback. Able to adjust own behaviour to reach the goals of the team.

The University of Ottawa embraces diversity and inclusion in the workplace. We are passionate about our people and committed to employment equity. We foster a culture of respect, teamwork and inclusion, where collaboration, innovation, and creativity fuel our quest for research and teaching excellence. While all qualified persons are invited to apply, we welcome applications from qualified Indigenous persons, racialized persons, persons with disabilities, women and LGBTQIA2S+ persons. The University is committed to creating and maintaining an accessible, barrier-free work environment. The University is also committed to working with applicants with disabilities requesting accommodation during the recruitment, assessment and selection processes. Applicants with disabilities may contact [email protected] communicate the accommodation need. All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority.

Note: if this is a union position: The hiring process will be governed by the current collective agreement related to the union affiliation noted above; you can click here to find out more.

If this is a front-line position with responsibilities to interact with students, selected candidates must be rated at the Low Advanced proficiency level or higher for both oral comprehension and reading comprehension in their second official language. The rating is determined by a proficiency test designed by the Official Languages and Bilingualism Institute.

Prior to May 1, 2022, the University required all students, faculty, staff, and visitors (including contractors) to be fully vaccinated against Covid-19 as defined in Policy 129 - Covid-19 Vaccination. This policy was suspended effective May 1, 2022 but may be reinstated at any point in the future depending on public health guidelines and the recommendations of experts.