Technology | Desktop Support Analyst - FT

University Systems (http://www.uvic.ca/systems/) serves a diverse client base including students, faculty and world-renowned researchers. We consist of three major units: Academic & Administrative Services, Infrastructure Services, and UVic Online, all working together to provide computing, communications and technology in support of the university's learning, teaching, research and administrative activities. We support high profile research projects like VENUS, NEPTUNE and ATLAS and work as part of the BCNET consortium. We exist in a complex work environment where we must effectively navigate complex, cutting edge and ever-changing technology, and information security and privacy issues in order to be the best information systems organization in the Canadian university system. 

The Desktop Support Services team works closely with the Computer Help Desk and all other units in University Systems to provide support for all services offered by University Systems as articulated in the University Systems Service Catalogue; we facilitate the use of technology at the university and help to resolve any problems that users may encounter.

Reporting to the Manager of the University Systems Desktop Support Services team, the Desktop Support Analyst will be responsible for desktop computing support by providing advice and assistance in all aspects of desktop computing to our clients in academic and administrative university departments.  This includes providing timely, accurate solutions to problems our clients encounter in using Microsoft Windows and Macintosh computing technologies (laptop and desktop computers, mobile devices, printers and other peripherals) in their daily work. In addition, responsibilities include participating in projects, providing one-on-one and small group training sessions, keeping accurate and up to date technical documentation of the supported departments, and accurately documenting requests for technical assistance and associated problem resolution.

Working with the Computer Help Desk and the Client Technologies Senior Technical Analysts, the Desktop Support Analyst will be responsible for small projects and act as a project resource.  This position will work within the University Systems project management processes to implement new infrastructure, refresh desktop hardware, produce required documentation, and plan regular maintenance of project deliverables.

This position requires the ability to demonstrate diplomacy, tact and patience when working with faculty, students, and staff who have varied levels of computer experience. The successful candidate will effectively manage a significant number of concurrent issues while contending with frequent in-person, telephone and e-mail interruptions. 

Our normal business hours are 8:30 AM to 4:30 PM, while client-facing service entities may be open from 8:00 AM to 11:00 PM; system maintenance may be performed off-hours and major issues are responded to on a 24/7 basis. This position may be required to attend out of normal working hours.

This position requires a Bachelor’s degree in a technical discipline such as computer science or engineering and three years of experience performing the following functions:

• Resolving technical issues in a tier 1/2 technical support role;
• Managing technical projects;
• Providing training in a technical discipline.

An equivalent combination of education, training and experience will be considered.

Knowledge requirements include:

• Thorough knowledge of Microsoft Windows and Macintosh computing environments;
• Demonstrated knowledge of Microsoft Active Directory and Group Policy management in a managed desktop environment;
• Demonstrated knowledge of a large variety of software programs including Microsoft Exchange email and calendaring, Microsoft Office and SharePoint, statistical, and database applications; 
• Thorough knowledge of Ethernet networking techniques.

Competency requirements include:

• Excellent oral, written and technical communication skills including the ability to convey technical information to our clients who range from novice to very experienced;
• Excellent interpersonal skills;
• Demonstrated ability to work both collaboratively in a team environment as well as independently;
• Demonstrated ability to work in an effective and organized manner in a complex and challenging environment. 
• Demonstrated diplomacy, tact and patience when working with faculty, and staff who have varied levels of computer experience
• Demonstrated ability to and to effectively manage a significant number of concurrent issues while contending with frequent in-person, telephone and e-mail interruptions

This position will embody the University Systems’ Values: Teamwork, Customer Satisfaction, Communication & Information Sharing, Continuous Learning, Improvement Coaching and Mentoring, Balance Home and Work, and Accountability.

Assets include:

• Experience working in a post-secondary education environment or comparable size/complex organization
• Relevant technical certifications such as (e.g. ITIL, PMP, HDI, A+, MCSE).