Support Analyst I

Support Analyst I

The Support Analyst I provides technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

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. Reports to the Team Lead, Desktop Services. 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.

Specific Duties:

• Maintains and troubleshoots the microcomputer environment including both hardware and software.
• Tracks, prioritizes and responds to all service requests utilizing in-house ticket systems.
• Maintains and deploys standard and UBC developed software.
• Fulfils requests for software and hardware installation; performs troubleshooting for software and hardware incidents and initial stages of network troubleshooting.
• Maintains and reports to desktop manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
• Provides daily administration support for the Local Area Networks (LANs) hardware and software.
• Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
• Provides consultation and assistance to clients in assigned work area.
• Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.

Core Duties:

• Provides advice on information technology improvements, services, policies and procedures.
• Designs basic record and report formats.
• Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment.
• Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
• Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.
• Deploys new hardware, software, networking and security updates.
• Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.
• Prepares and maintains documentation in accordance with prescribed standards.
• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Performs other related duties as required.

Minimum Qualifications:

Undergraduate degree in a relevant discipline. Minimum of two 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.

Preferred Qualifications:

• Undergraduate degree in Computer Science preferred.
• Microsoft and other industry certifications are preferred.
• Professional development courses in information systems analysis and design as well as personal development courses through continued attendance at short courses and seminars, preferred.
• Related experience supporting a variety of PC, LAN and other technical environments, or an equivalent combination of education, training and experience.
• Familiarity providing remote technical support to users an advantage.
• Demonstrated experience working with both technical and user personnel.