Support Analyst I

Support Analyst I

The Faculty of Forestry (Forestry) is recognized worldwide for its award-winning education, research, and initiatives, home to some of the most innovative minds and approaches. It focuses on the environmental and forest sciences, our work is leading to advances in areas such as biodiversity management, the bioeconomy, conservation, and sustainability.

Forestry has three academic departments, two research forests and several service units including the Haida Gwaii Institute and the Dean's Office, with approximately 77 tenure stream and full-time faculty, over 100 staff and other faculty appointments, as well as Professional Education & Intl Collaboration; Asian Strategy Unit; Communications; Student Services (UG and Grad); IT; Teaching & Learning Support unit; Finance hub; Safety.

The incumbent will report to the Manager, IT in the Dean's Office and be part of a team that provides the Faculty of Forestry information technology support services for the administrative, teaching, and research needs for the Dean's Office and AV/UG Computing Lab. The incumbent also integrates these services with university-wide directions in the delivery of informational technology services.

Organizational Status: This position reports to the Manager, IT and works as a team member contributing to the overall IT support infrastructure for the faculty. Works with faculty, staff and students focusing on the use of information technology in relation to administrative, teaching, and learning. Maintains relationships with appropriate internal and external individuals and units.

Work Performed:

Manages Dean's Office and UG lab computing needs, implementation of IT job request solutions, makes recommendations on hardware and software (operating system and applications). Evaluates computing needs, implementation of IT solutions, makes recommendations on hardware and software (operating system and applications) and advises on system and client configuration options. Shares responsibility with other IT staff for ongoing management of facilities including modifications to system configuration, hardware and software upgrades; ensures integrity and security of systems; communicates with vendor, manufacturer and UBC service partners technical support, acts as resource person on issues relating to computer hardware or software problems.

• Ensures service and solutions provided are in accordance with privacy requirements, under FIPPA and UBC's policies, and indemnity requirements set by UBC legal.
• Performs duties according to UBC policies and IT Standards.
• Trains users in best computer practices and security in accordance with UBC policies and guidelines.
• Manages Dean's Office staff computer systems (desktops and laptops)
• Manages leasing contracts including in warranty and out of warranty repairs
• Troubleshoots computer problems including software applications, printing, set-up, email, computer crashes, viruses, hardware, network, etc.
• Configures faculty and admin staff UBC owned smartphones for first use, best effort on smartphone problems
• Installs, replaces and configures UBC owned computer hardware
• Installs, replaces and configures desktop video conferencing equipment
• Installs and maintains application software packages on PC and Mac clients (e.g. MS Office, Web browser, e-mail clients)
• Handles in-warranty and out of warranty repairs
• Recommends and purchases hardware and software
• Manages the AV/UG Computing Lab Support
• Manages and provides on-call IT support for the FSC undergraduate computer labs to address any urgent issues. The undergraduate computer labs are located in FSC 1404, 1406, 1937 and 2942.
• Manages access control lists (ACLs) for UG computing lab computers, populate ACLs with students CWL accounts when needed.
• Monitors access of UG computing labs and ensure lab policies are followed.
• Responsible for Four (4) end of term UG labs rebuilding of OS, software and hardware.
• Manages fleet leasing while overseeing techs for the rebuilding of computer fleets. Manages warranty repairs by a vendor tech team
• Responds to queries and requests related to hardware and application configuration issues
• Coordinates with GIS Analyst to ensure GIS applications problems are resolved quickly
• Manages Faculty level mailing list memberships, coordinates with Dept ML managers
• Ensures that all necessary software is installed and network connections are functioning properly.
• Supports the end user of university web-based resources in administration and teaching
• Manages the IT tools, software portal and licensing
• Manages PC/Mac update and patching tool to ensure Forestry devices are secured and safe
• Provides cross departmental coverage including backup support for Professional Masters program and Course Based Masters program (PMP/CBM)
• Analyzes, design and documents procedures
• Evaluates processes and procedures, proposes strategies to improve services and continuously monitoring service improvement
• Keeps abreast of current technologies and applications
• Leads and liaises with academic units and service groups within the faculty and other campus units
• Undertakes management of IT projects
• Documents unresolved issues and problems for the IT Team Lead's attention.

Consequence of Error/Judgement: It is critical that decisions regarding the allocation of resources are made with a thorough understanding and insight into the current developments and future trends that occur in the areas of computer services, privacy and security arrangements. Errors in judgement in these areas would severely limit our ability to compete for research funding and educate highly qualified students. Failure to effectively manage technological facilities of the Department would severely impair the day to day administrative, teaching and research functions of the Department. Supervision Received: Reports to the Manager, IT. Works independently with unit leads within the Dean's Office. Supervision Given: May be required to supervise work-study or co-op students working in this area.

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:

• Postgraduate education in information technology.
• Experience managing Microsoft Windows and Apple OS X.
• Experience with Active Directory and the proper use of Group Policy Objects and Preferences.
• Experience with printers/copiers.
• Experience working in a technical environment as well as on a one-to-one basis with faculty, staff and students in an educational environment.
• Good skills in Active Directory, WDS and DHCP,
• Good skills with automated patching systems like SCCM and Jamf Pro or PDQ and SimpleMDM
• Strong experience and skills in TCP/IP based networks, Ethernet, VLAN's,
• Strong experience with video conferencing software Zoom and Teams,
• Experience with UBC's Network Transmogrifier and other networking tools,
• Experience with UBC VPN and Wi-Fi systems,
• Expert knowledge of Windows 11 Pro/Ent, Office and Microsoft ecosystem
• Strong skills with Apple OSX
• Strong skills with Linux
• Good skills at hardware troubleshooting and maintenance,
• Experience with vendor leasing and contracts negotiation and relevant paperwork
• Strong oral and written communication skills
• Effective interpersonal skills
• Demonstrated willingness to learn and continually upgrade skills