Support Analyst I

Job Summary:
The Department of Psychology requires a confident, customer-oriented, resourceful and enthusiastic Computer Support Specialist to function as part of our IT Helpdesk. As a member of the IT team, the position works under general direction and occasional supervision, and will be responsible for providing telephone, e-mail and in-person support to staff, faculty and students. This position will provide first level IT Help Desk support. A customer service focus is mandatory for success in this position.

Job ID: 36716
Location: Vancouver – Point Grey Campus
Employment Group: Management&Professional (AAPS)
Job Category: Information Systems & Tech
Classification Title: Info.Sytems&Technlgy, Level A
Business Title: Support Analyst I
VP/Faculty: Faculty of Arts
Department: Psychology
Salary Range: $53,019.00 (minimum) – $63,647.00 (midpoint) – $76,374.00 (maximum)
Full/Part Time: Full-Time
Desired Start Date: 2020/02/14
Job End Date: 2020/12/31
Possibility of Extension:Yes
Funding Type: Budget Funded
Closing Date: 2019/12/09
Available Openings: 1

Organizational Status:
Reports to the Director, Administration. This position interacts with department staff, faculty and students.

Work Performed:
Specific Duties:

  • Problem determination, escalation, and resolution of requests made to the Department Help Desk.
  • Performs analysis, diagnosis, and resolution of complex desktop problems for users, recommends and implements corrective solutions as needed.
  • Assists users to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
  • Installs, configures, tests, and troubleshoots workstations and related hardware and software.
  • Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems, databases, and peripheral office equipment.
  • Installs, sets up, and supports wireless network in the office and for laptops and mobile devices.
  • Liaises with third-party support and equipment vendors when necessary.

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.

Supervision Received:
Required to work independently. Supervised by the Director, Administration. Meets weekly and receives specific instructions as required.

Supervision Given:

Consequence of Error/Judgement:
Error in judgement or decision-making will negatively impact on the Department of Psychology. Exercises judgement and initiative in handling matters off a non-routine nature requiring interpretation of University and Department guidelines, policies and procedures. Computer and network issues have a direct effect on department and research productivity, efficiency and effectiveness.

Undergraduate degree in a relevant discipline. Educational background in Computer Science or equivalent combination of education and experience. Minimum of one year experience or the equivalent combination of education and experience. Minimum one year of related experience in computer troubleshooting (hardware, software, and networking). Experience with installing and troubleshooting computer equipment, software and peripherals. MS Windows and Office support. Network and email support. Customer service experience, preferably at a help desk, using problem tracking software in an enterprise environment. Familiarity with virus scanning tools. Ability to install and maintain computer hardware. Ability to install and implement computer software applications. Ability to diagnose a variety of computer hardware problems, and complete routine repairs. Ability to diagnose a variety of computer software problems, and complete routine repairs. Ability to build, maintain and troubleshoot databases. Ability to effectively resolve client complaints in a calm, non-confrontational manner, and by exercising sound judgment. Ability to provide quality service to customers in a courteous, patient manner. Ability to communicate effectively verbally and in writing. Effective interpersonal and organizational skills. Ability to be thorough, accurate, and have a high level of attention to detail. Ability to prioritize and work effectively under pressure to meet deadlines. Ability to effectively manage multiple tasks and priorities. Ability to work effectively independently and in a team environment. Ability to exercise tact, discretion, diplomacy, and initiative. 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.

Equity and diversity are essential to academic excellence. An open and diverse community fosters the inclusion of voices that have been underrepresented or discouraged. We encourage applications from members of groups that have been marginalized on any grounds enumerated under the B.C. Human Rights Code, including sex, sexual orientation, gender identity or expression, racialization, disability, political belief, religion, marital or family status, age, and/or status as a First Nation, Metis, Inuit, or Indigenous person.

All qualified candidates are encouraged to apply; however Canadians and permanent residents will be given priority.

To apply, visit UBC’s Human Resources website.