Support Analyst II

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 Summary
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, Mac's and Local Area Networks to an ever-growing user base across UBC Point Grey Campus and parts of the Lower Mainland.

Organizational Status
This role interacts directly with other UBC technology professionals across the UBC community. This position reports to .an assigned IT Service Delivery Manager

Work Performed

Specific Duties:
- Maintains and troubleshoots the microcomputer environment as outlined above 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.
- Support and maintain student access terminals, ensures reliability, security and performance.
- Maintains and reports to manager an inventory of all equipment, service contracts, and warranty and maintenance agreements.
- Provides daily administration support for the Local Area Networks (LAN's) 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 team Lead, Desktop Services, determines enhancements for UBC microcomputer hardware and software.
- Provides consultation and assistance to UBC IT users.
- Keeps abreast with current microcomputer technology by attending internal and external training courses and through trade journals.
- Provides input to the Manager regarding technology hardware lifecycle.
- As required liaises with Xerox 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 manager.

Supervision Received
Works with considerable latitude; receives direction from the IT Service Delivery Manager. Ensures leadership is 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

Works autonomously in accordance with general instructions as to methods and procedures.
Reports directly to an assigned IT Service Delivery Manager. Results are reviewed for achievement of overall and long term objectives.

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 is 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. Minimum of three years experience or the equivalent combination of education and experience.

- Demonstrated experience supporting a variety of PC, LAN and other technical environments.
- Knowledge and ability to effectively use and troubleshoot PC's, Mac's, printers, Local Area Networks, Active Directory deployment and management and print server management.
- 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 preferred.
- Ability to effectively manage multiple tasks and priorities, often to meet critical, time sensitive deadlines.
- Excellent interpersonal and team skills. Self-directed and willing to take initiative in relation to carrying out assigned tasks.
- Ability to work independently, under pressure and meet deadlines.
- Excellent time management, organizational and coordination skills.

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.