University of Regina Hiring for Technical Support Analyst at Regina, SK Full Time

Faculty/Department Information Services Unit IS-Desktop Support Employee Group CUPE 5791 Collective Agreement Consideration Open with preference given to CUPE 5791 members(NON-RESEARCH). CUPE 5791 Job Family Applied Scientific Services Category Staff Number of Vacancies 1 Position Summary

Position Summary:
The primary purpose of this position is to provide 1st and 2nd tier technical computer and classroom support to employees and first-line IT related support assistance to employees and students. Responsibilities include troubleshooting software and hardware problems, providing technical advice and support for University computer and classroom systems, and providing customer service support for operating systems and applications.

Primary Responsibilities:
Act as the primary point of contact on campus to assist faculty, staff, students, and visitors via in person, phone and/or email inquiries related to Information Technology.

Provide support and assistance to individualized account issues, such as assisting with logins to various systems, providing username information, and resetting passwords and PINs.

Diagnose, troubleshoot and resolve problems related to software, hardware, and peripherals, including but not limited to network connectivity issues, virus removal, desktop computers, etc. to determine malfunctions and take appropriate correction action as appropriate.

Utilize the incident management software to update, maintain, and ensure details related to customer problems are complete and accurate; escalate issues when further expertise is needed.

Monitor student lab printers, assist customers with printing, change toner, load paper and troubleshoot printing issues as required.

Remain informed regarding new application implementations, software upgrades and other IT projects underway to ensure accurate and complete information can be provided to customers.

Collaborate with team members when appropriate to share information and resolve problems; provide guidance and assist with training of new team members.

Update, maintain, and ensure the information in the ticket tracking system is accurate and complete, such as a detailed description of what was done, research that was completed, and outlining a clearly defined solution.

Install, maintain, and provide 1st and 2nd tier support for computer hardware, software, and peripherals, particularly as it relates to desktop systems.

Perform other related duties as assigned.

Position Requirements

Position Requirements:
Grade 12 supplemented by the successful completion of an undergraduate degree or diploma in Computer Science or Electronic Technology, combined with five years of related hardware and software experience. An equivalent combination of education and experience may be considered.

Completion of Comptia A+ Certification.

HDI (Help Desk International) Certification as a Helpdesk Analyst or Support Centre Analyst will be required.

Experience in the technical support and troubleshooting of commonly used software, hardware, and other associated peripherals with a willingness to expand one’s expertise in the area.

Experience providing technical guidance and leadership.

Experience in developing documentation for training, use of software/hardware, user procedures, and project deliverables.

Proven effective time-management skills and the ability to manage competing deadlines.

Ability to communicate effectively, both written and verbal, with strong customer service skills.

Demonstrated ability to deal courteously and effectively with students, faculty, staff and the proven ability to work independently with minimal supervision, as well as within a team environment.

The successful candidate possesses:
Knowledge of UofR computing systems and practices or equivalent computing systems and practices.

Meticulous attention to detail and strong problem solving skills; ability to resolve complex computer problems and to coordinate hardware/software solutions.

Demonstrated ability to install, test, and troubleshoot applications software.

Ability to record, track, correspond and document resolution of user problems.

Ability to communicate effectively and understand and execute oral and written instructions.

Ability to provide customer service and technical support over the phone, in person and remotely.

Ability to develop documentation for training, use of software/hardware, user procedures, and as-required project deliverables.

Ability to effectively communicate complex technical concepts, both verbally and in writing.

Exhibit a high level of professionalism and customer service standards and procedures.

Ability to provide technical guidance and leadership to non-technical personnel in area of expertise.

Demonstrated knowledge of current technological developments/trends in area of expertise.

Ability to work with minimal supervision.

Knowledge of ITIL concepts would be beneficial.

Orientation for this position will include desktop support processes, IT Support Centre processes and AV troubleshooting.

Physical Demands Pay Grade CUPE Phase 5 Salary Range $55,328.00 – $74,692.80 Annually Status Permanent Work Hours

Monday to Friday, 8:00am to 5:00pm

Variable hours may be required

Duration (if Term/Temporary) Full-Time/Part-Time Full Time Preference Posting Target Posting Not Targeted

Additional Information

Contact Information

Job Open Date 04/11/2022

Job Close Date 04/17/2022

Open Until Filled No

Special Application Instructions

Diversity Statement

The University of Regina is committed to an inclusive workplace that reflects the richness of the community that we serve. The University welcomes applications from all qualified individuals, including individuals within the University’s employment equity categories of women, persons with disabilities, members of visible minorities, Indigenous persons, individuals of diverse gender and sexual orientation and all groups protected by the Human Rights Code.

Competition Number 20220104A/S