Support Analyst l

Job Category

Job Profile

Job Title

Department

Compensation Range

The Compensation Range is the span between the minimum and maximum base salary for a position. The midpoint of the range is approximately halfway between the minimum and the maximum and represents an employee that possesses full job knowledge, qualifications and experience for the position. In the normal course, employees will be hired, transferred or promoted between the minimum and midpoint of the salary range for a job.

Posting End Date

Note: Applications will be accepted until 11:59 PM on the Posting End Date.

Job End Date

At UBC, we believe that attracting and sustaining a diverse workforce is key to the successful pursuit of excellence in research, innovation, and learning for all faculty, staff and students. Our commitment to employment equity helps achieve inclusion and fairness, brings rich diversity to UBC as a workplace, and creates the necessary conditions for a rewarding career.

Job Description Summary

The Support Analyst I provides Tier 1 technical advice and support in use, configuration and selection of software, hardware and network systems and various end user devices.

May be required to work night shifts and/or shift rotations, provide after regular business hours support as necessary as well as respond to pager and/or cellular phone during regular business hours.

Organizational Status

The IT Service Centre is a Tier 1 support unit, handling all requests and incidents for user-related issues within UBC IT by providing advice, guidance and the rapid restoration of service.

This position reports to the IT Service Centre Team Leads on a project by project basis. May receive instruction from a more experienced Support Analyst II or Project Manager. Interacts directly with students, faculty and staff as well as other University technology professionals, UBC customers and end-users. Will be required to provide support outside of business hours in situations requiring an urgent response.

Work Performed

Specific Duties:
- Provides first level technical support to end-users/customers of UBC IT by analyzing, troubleshooting, diagnosing and applying appropriate solutions to restore end-users and customer issues.
- Offers assistance to customers/end-users requesting UBC IT products and services including network access, authentication systems, software and operating systems, desktop service as defined by the UBC IT Service Catalogue.
- Monitors networks and infrastructure systems and evaluate incidents, resolving or escalating where appropriate.
- Ensures that IT Service Centre acceptance criteria are met for incoming new applications/services/upgrades.

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.
- Modifies and debugs existing software application modules using disciplined software development processes, quality standards and procedures.
- 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.

Consequence of Error/Judgement

The incumbent is expected to have an understanding of the provision of enterprise IT services to UBC customers and end users. Consequences of error could translate to prolonged downtimes of mission critical applications at the individual, departmental or workgroup level.

Impact of decisions would affect the quality of service to customers and end users thereby possibly incurring additional operating costs, violating legal and other regulatory requirements, and/or negatively impacting UBC s reputation.

Supervision Received

The position reports to the Team Lead, IT Service Centre, UBC IT. Receives general supervision and is expected to demonstrate initiative and operate with minimum supervision within areas of commodity enterprise proficiency.

May receive general technical guidance and direction from more experienced Support Analysts II within areas of core campus enterprise based applications and systems.

Supervision Given

No supervision is given.

Minimum Qualifications

- 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 a relevant discipline.ITIL certification (minimum basic level) is an asset.

A minimum of one year of experience working with enterprise level networks, desktop software operating systems, email and other end user technologies.Minimum of one year experience or the equivalent combination of education and experience. Collaboration - Actively solicits ideas and opinions from others to efficiently and effectively accomplish specific objectives targeted at defined business outcomes. Openly encourages other team members to voice their ideas and concerns. Shows respect for differences and diversity, and disagrees without personalizing issues. Utilizes strengths of team members to achieve optimal performance.

Communication for Results - Conducts discussions with and writes memoranda to all levels of colleagues and peer groups in ways that support troubleshooting and problem solving. Seeks and shares relevant information, opinions, and judgments. Handles conflict empathetically. Explains the context of interrelated situations, asks probing questions, and solicits multiple sources of advice prior to taking action when appropriate.

Problem Solving - Applies problem-solving methodologies and tools to diagnose and solve operational and interpersonal problems. Determines the potential causes of the problem and devises testing methodologies for validation. Shows empathy and objectivity toward individuals involved in the issue. Analyzes multiple alternatives, risks, and benefits for a range of potential solutions. Recommends resource requirements and collaborates with impacted stakeholders.

Accountability - Sets objectives that meet organizational needs. Provides recommendations to individuals and teams on ways to improve performance and meet defined objectives. Monitors and provides feedback on individual and team performance against defined standards.

Analytical Thinking - Coordinates the information gathering and reporting process. Reviews trends and compares to expectations. Conducts research to define problems and prepares responses to anticipated questions. Prioritizes multiple issues and opportunities. Identifies relationships and linkages within several information sources. Anticipates issues that are not readily apparent on the surface. Identifies root causes and effects. Defines priorities within performance objectives. Reports and identifies areas that need guidance in order to resolve complex issues. Anticipates the possible outcome of potential solutions.

Information Systems Knowledge - Resolves escalated problems of technical support. Identifies root causes. Sets up and integrates new and enhanced information systems. Identifies customer needs and determines the appropriate approach to apply and ensure resolution. Solicits the input of appropriate technical experts and managers as required.