Support Analyst II

Job Category: M&P – AAPS
Job Profile:AAPS Salaried – Information Systems and Technology, Level B
Compensation Range:$5,468.83 – $7,878.17 CAD Monthly

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: August 28, 2023

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

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, and is essential to fostering an outstanding work environment. 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 Department of Psychology requires a customer-oriented, resourceful and enthusiastic Support Analyst II to lead our Helpdesk Team. As a member of the IT team, the position works under general direction and occasional supervision, and will be responsible for providing in-person and remote support to staff, faculty and students. A customer service focus is mandatory for success in this position. The Support Analyst II consults with user groups to determine needs and identify the appropriate technology solution. Develops, manages and maintains hardware and software computing and research laboratory network systems; supervises computing activities of research assistants and lab managers; and oversees desktop computer support, installation, and troubleshooting. Manages licensing records and equipment inventory database.

Organizational Status

The Support Analyst II reports to the Director, Administration, liaises with colleagues in similar positions within the department and university, such as ArtsISIT, and has contacts with equipment vendors and other external stakeholders. The Department of Psychology is a large and complex department within the Faculty of Arts. In addition to 15 administrative staff, we have over 50 faculty members, each actively pursuing research. Approximately 120 graduate students, 230 student researchers and 35 research staff work in these labs that are located in multiple sites across campus.

Work Performed

Specific Duties

  • Problem determination, escalation, and resolution of requests made to the department helpdesk.
  • 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.
  • Advises lab managers on back-up systems, data security, and assists with disaster-recovery plans in labs.
  • Provides advice to users when purchasing new equipment by reviewing their operations, their needs, analyzing potential acquisitions and recommending suitable configuration options and vendors.
  • 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.
  • Supervises and assists with installation, configuration and testing of licensed and open-source software including Windows, MacOS, and GNU/Linux operating systems. Supervises and provides guidance in configuring common programs such as email, MS Office, Sophos anti-virus, firewall tools, FileMaker Server/FileMaker Pro, Matlab, and SPSS. Verifies backups and retrieves files from the Department CrashPlan PRO backup system.
  • Develops and maintains appropriate and user friendly technical procedures, methods and network documentation. Provides or recommends relevant training.
  • Keeps current on new software and hardware trends and development.

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.
  • Oversees 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

Work requires considerable judgement and initiative. 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 UBC and department guidelines, policies and procedures. Computer and network issues have a direct effect on department and research productivity, efficiency and effectiveness. Must be able to understand the role played by technical systems and services within research labs with wide-ranging fields of study in order to recommend the best computer setup and to develop or recommend training needed by research personnel; and develop effective means to ensure all research personnel (e.g., from undergraduate research assistants to M&P lab managers with some technical expertise) understand and follow University and Department policies, for example when handling confidential data.

Supervision Received
Works autonomously in accordance with general instructions. Work is reviewed in terms of achieving desired results. Works with the Systems Analyst II to ensure the department’s service goals are being met.

Supervision Given
Supervises and provides training to up to five student employees. Supervises the use and provides direction and training on the operation and maintenance of laboratory computer server systems and networks to lab technicians (i.e. student research assistants and CUPE 116) and M&P staff (i.e. Research Coordinators).

Minimum Qualifications

Undergraduate degree in a relevant discipline. Minimum of two years 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
Experience with configuring and managing personal computers on multiple VLANs, troubleshooting Microsoft Windows , resolving network issues (SMB,NFS,AFP) and interfacing with Red Hat Linux is required. An understanding of MacOS and virtual machine technology is very desirable. Familiarity with GNU/Linux packages and package management is an asset. Ability to analyze and interpret data, determine implications, and provide recommendations. Ability to clearly describe and explain (verbally and in writing) complex computer issues to faculty, graduate students, and research staff who have limited understanding of the implications of the legal regulations concerning software or the technical implications from poorly researched hardware purchases. Ability to resolve technical problems in an innovative manner. Ability to be thorough, accurate, and have a high level of attention to detail. Ability to communicate effectively verbally and in writing and well as the ability to prepare complete, concise, and understandable technical documentation. Ability to work effectively independently and in a team environment. Ability to provide quality service to customers in a courteous, patient manner. Ability to prioritize and work effectively under pressure to meet deadlines.

Core Competencies

Collaboration (Intermediate – I):
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.

Communicating for Results (Intermediate – I):
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 (Intermediate – I):
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.

Role Based Competencies

Accountability (Intermediate – I):
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 (Intermediate – I):
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 (Intermediate – I):
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.