Technical Analyst

Website Brock University

Job Description:

The Technical Analyst, Level 3 provides customer service and technical support/assistance to faculty, staff, and students by assessing technical problems, providing solutions to technology problems, and incorporating and adapting new technology and efficiencies into the Brock community. In addition, the position is assigned and responsible for specific accountabilities within the Client Services portfolio (accountabilities include: virus recovery, desktop security, network printer administration, Exchange e-mail, desktop hardware, computer laboratory administration, Active Directory, data recovery, mobile devices, Microsoft Office expertise, ticket triage, and technical support for all users and systems across the campus, supplier and vendor management, executive support).

Job Responsibilities:

  • Develop and maintain strong business relationships with assigned departments, faculties, and ancillary groups;
  • Identify, document, and implement IT efficiencies;
  • Provide IT specialist support and accountability, including troubleshooting, setup, implementation, upgrades, research, and documentation;
  • Provide high level technical support for enterprise software packages (such as Brock Card, Residence systems, scheduling software, email, and print accounting) including updates to applications and corresponding systems and servers.
  • Maintain and upgrade software programs and system tools;
  • Maintain an inventory of Brock University client owned equipment for asset management and repair;
  • Route issues to the appropriate technical team if necessary.
  • Provide guidance and support to junior and student employees;
  • Liaise between clients and other ITS teams to resolve issues and create efficiencies;
  • Assist departments, faculties, and groups with supplier management;
  • Ensure security for file shares, desktops, and printers through administration of the campus Active Directory;
  • Take ownership of assigned client tickets and monitor through to completion;
  • Respond to all assigned tickets in a timely and appropriate manner;
  • Create, build, analyze, test, and deploy operating systems and application packages for supported hardware, ensuring all configurations meet IT standards;
  • All other related duties as required and/or assigned by Client Services Management or a designate.
  • Provide local and remote technical support to faculty, staff and students;
  • Document solutions thoroughly and update the knowledge base when appropriate;
    Recommend, implement, and document corrective solutions;
  • Provide technical support for IT federated groups as required;
  • Ensure reliability through management of the core IT services including email, Office- 365, printing and file shares for all users;
  • Record all problems, service requests, change requests, and incidents in the ITS ticketing system including request, solution, and effort;
  • Perform analysis, diagnosis, documentation, and resolution of complex IT system problems for clients;
  • Utilize system management tools to inventory, monitor, patch, and update supported software, systems and servers;
  • Participate as a key stakeholder in the strategy, design, transition, operation, and continual service improvement phases of all projects that modify or add services that affect the client experience;
  • Enforce ITS security policies and promote ITS best practices within the University community;
  • Research emerging technologies to streamline IT efficiencies across the university to improve the client experience;
  • Work as a team member to collaboratively resolve client incidents and service requests with other team members, partners and suppliers.
  • Communicate effectively with client throughout the life of a ticket developing strong relationships;

Job Requirements:

  • A team player with the ability to communicate with various stakeholders;
  • Ability to track, make recommendations for improvement and implement improvements in IT technology;
  • Knowledge of ITIL principles;
  • Strong verbal and interpersonal communication skills;
  • Ability to analyze technology alternatives and synthesize knowledge and information from various sources;
  • Ability to identify efficiencies and improvements to existing systems.
  • Advanced knowledge of MS-Windows, Apple, and Linux Operating systems;
  • Strong troubleshooting capabilities and the ability to provide appropriate solutions;
  • Advanced knowledge of various software programs and business applications;
  • Working knowledge of mobile devices including setup and configuration;
  • Advanced knowledge of computer hardware and software, systems and configuration management, active directory, software installation, and
  • Microsoft Exchange;
  • Knowledge of various internet browsers;
  • Strong attention to detail and ability to accurately/diligently document specific information;
  • A minimum of five years of progressive computing technical support experience;
  • Strong working knowledge of the interactions between computer software, hardware, servers and networks;
  • Working knowledge of anti-virus systems;
  • Diplomatic and tactful when interacting with irate or upset clients;
  • Knowledge and understanding the IT demands of a large scale employer;
  • Self-motivated and directed, with the demonstrated ability to multitask and effectively manage multiple and competing deadlines/projects;
  • Experience working in an educational or government organization is preferred;
  • Three year college diploma or university degree in related field;
  • Ability to devise guidelines regarding technical issues for various clients;

Job Details:

Company: Brock University

Vacancy Type: Full Time

Job Location: St. Catharines, Ontario, CA

Application Deadline: N/A

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