Support Analyst II

Support Analyst II

The Support Analyst II consults with user groups to determine business needs and to identify the appropriate technology solution. 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. 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. Also works closely with the Zone Team Lead and zone team members in coordinating client specific support and implementations.

Specific Duties:

• Maintains and troubleshoots the microcomputer environment including both hardware and software.
• Tracks, prioritizes and responds to all service requests utilizing client specific or in-house ticket systems.
• Maintains and deploys standard and UBC developed software and client specific in-house or external purchased software.
• Support and maintain student access terminals, faculty and staff equipment, various Labs and classrooms to ensure reliability, security and performance.
• Maintains and reports to desktop manager and/or team lead an inventory of all equipment, service contracts, and warranty and maintenance agreements.
• Provides daily system administration support for the Local Area Networks (LANs) hardware and software.
• Implements security for all equipment and software
• Provides training, consultation and assistance to all users in the UBC IT Desktop Support portfolio
• In consultation with manager and/or Team Lead, Desktop Services, determines enhancements for UBC microcomputer hardware and software.
• Provides consultation, expertise and assistance in daily operations and projects as required to UBC IT clients.
• Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.
• Provides input to the Manager or Team Lead regarding technology hardware lifecycle.
• As required liaises with Xerox or other vendors for printer deployments across the portfolio.

Core Duties:

• Consults with user groups to ensure a thorough understanding of software, hardware, information systems and procedural requirements in order to determine their business needs and to identify the appropriate technology solution.
• Makes recommendations on the use of the appropriate technology services and products and the purchase of related hardware, software and network equipment.
• Researches emerging technologies and their potential impact on the enterprise.
• Provides technical support and troubleshooting in the use of information technology products and services.
• Installs and maintains servers, networks, and related software and hardware.
• Creates and maintains documentation in accordance with prescribed standards.
• Contributes to the development of best practices, standards, procedures and quality objectives across systems infrastructure or platforms.
• Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
• Performs other related duties as required.

Consequence of Error/Judgement: Impact of decisions can affect any number users and ultimately serve to disrupt pre-negotiated service level commitments. An error in judgment or action without thought can result in varying impacts that ultimately could affect services used by UBC Students, Faculty and Staff. Decisions that could affect multiple users will be made in conjunction with the Team Lead or manager.

Supervision Received: Works with considerable latitude; receives direction from the Zone Lead and/or Team Lead, Desktop Services. Keeps manager and or team lead informed of the status of work in progress and only seeks direction on unusual problems. Work is reviewed in terms of achievement of specific project objectives.

Supervision Given: Reports to the Desktop Services Manager and Team Lead. No direct supervision given. May also mentor and support staff on a project-by-project basis. Guidance will be provided for internal project activities and planning.

Minimum Qualifications: Undergraduate degree in a relevant discipline. Minimum of three 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 certification preferred.
• Demonstrated professional development through attendance in information systems analysis and design courses or workshop as well as personal development courses.
• In-depth technical knowledge of standard office tools including: MS Office (Word, Excel, PowerPoint, Outlook, Access), MS Project and other desktop tools.
• Knowledge of networks and software distribution tools.
• Knowledge of imaging and imaging lifecycle management.
• Knowledge of and experience with virtualized computing environments.
• Ability to effectively manage multiple tasks and priorities and work under pressure.

Competencies:

Collaboration - Consistently fosters collaboration and respect among team members by addressing elements of the group process that impedes, or could impede, the group from reaching its goal. Engages the right people within and beyond organizational boundaries, by matching individual capabilities and skills to the team’s goals. Works with a wide range of teams and readily shares lessons learned and credit for team accomplishments. Communication for Results - Converses with, writes reports for, and creates/delivers presentations to all levels of colleagues and peer groups in ways that support problem solving and planning. Seeks a consensus with business partners. Debates opinions, tests understanding, and clarifies judgments. Brings conflict into the open empathetically. Explains the context of multiple interrelated situations, asks searching, probing questions, and solicits expert advice prior to taking action and making recommendations. Problem Solving - Diagnoses problems using formal problem-solving tools and techniques from multiple angles and probes underlying issues to generate multiple potential solutions. Proactively anticipates and prevents problems. Devises, facilitates buy-in, makes recommendations, and guides implementation of corrective and/or preventive actions for complex issues that cross organizational boundaries and are unclear in nature. Identifies potential consequences and risk levels. Seeks support and buy-in for problem definition, methods of resolution, and accountability. Accountability - Sets enhanced objectives for self and others. Monitors performance trends and identifies opportunities to improve standards. Provides regular feedback and suggests alternative approaches necessary to ensure that organizational objectives and superior standards are achieved. Delegates responsibility and reallocates resources as needed to ensure that priorities are met for initiatives within area of responsibility. Analytical Thinking - Determines criteria for assessing issues and opportunities. Establishes clear goals and priorities needed to assess performance. Identifies relationships and linkages between different information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Establishes clear goals and priorities. Anticipates potential problems and develops solutions needed to resolve them. Systemically analyzes relationships between apparently independent problems and issues. Reviews and cross-reviews reports. Identifies trends as well as isolated events. Translates analytical reports into management presentations, and provides guidance to resolve issues. Anticipates the possible outcome of potential solutions. Identifies areas of significant concern or opportunity. Probes and initiates research to identify critical problems. Information Systems Knowledge - Identifies means of integrating technical support requirements with enterprise processes and strategies. Identifies technological opportunities to meet client needs. Creates information system solutions to meet the needs of business stakeholders. Partners with appropriate technical consultants, experts, and managers to resolves complex problems across all IT solutions.