Staff - Non Union
Job Category
M&P - AAPS
Job Profile
AAPS Salaried - Information Systems and Technology, Level A
Job Title
Support Analyst I
Department
UBCO | IT Service Centre and Desktop | UBCO IT
Compensation Range
$4,688.67 - $6,754.00 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
July 28, 2023
Note: Applications will be accepted until 11:59 PM on the day prior to the Posting End Date above.
Job End Date
Mar 31, 2024
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. 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 Summary
The Support Analyst I - Field Technician provides technical advice and support in use, configuration, and problem solving of IT and audio-visual related technology.
This position will provide front line support to end users to troubleshoot, diagnose, and correct AV issues. The position may take direction from and escalate issues to other AV team members on AV issues.
The position will provide front line technical support at the IT service desk window, as well as, trouble shooting, delivery and configuration of equipment across Okanagan campus locations. The position is intended to provide in-person and onsite service.
This position works on a fixed or rotating midday to evening schedule dependent on other resources.
ORGANIZATIONAL STATUS
The Support Analyst I - Field Technician provides support for faculty, staff and students for UBC Okanagan’s campus sites.
The Support Analyst I - Field Technician reports to the Team Lead – Service Desk and may take functional direction from senior Support Analyst II’s and the Team Lead – Audio Visual. The Support Analyst I - Field Technician requires extensive contact with faculty, staff and students. This position is also occasionally required to interact with members of the general public. The Support Analyst I - Field Technician provides the initial point of contact for clients. This position works closely with other staff in UBC Okanagan IT to ensure efficient and timely service to the campus community. This position may work in cooperation with various UBC Vancouver IT departments.
WORK PERFORMED
Specific Duties:
- Assists in maintaining the security of the department's IT resources.
- Installs new laptops, desktops, mobile devices, peripherals, software and A/V equipment.
- Works with IT Triage to establish work request priorities.
- Preforms preventive maintenance on IT and AV equipment to ensure quality assurance.
- Troubleshoots wireless endpoints and ensures that wireless encryption and security standards are met for client devices.
- Provides advanced planning and quality assurance for AV events including troubleshooting for teleconferences, Town Halls with the President and Deputy Vice Chancellor and Principal, guest speakers, etc. Technical event support experience is a strong asset.
- Identifies recurring hardware and/or software issues and brings them to the attention of the IT and/or AV team lead.
- Provides in person support for walk-up customers at the IT service counter.
- Provides troubleshooting for UBC network user accounts in accordance with established security policies.
- Troubleshoots wired networking issues from both endpoints and network switches.
- Demonstrates excellent customer service by diagnosing client needs and determining effective solutions.
- Analyzes, diagnoses and resolves issues related to IT hardware, software, operating systems and A/V equipment as they are reported in a professional and efficient manner.
Core Duties:
- Assists users, both remotely and in-person, to diagnose and resolve problems, escalates when necessary, and documents problem status and action taken.
- Maintains appropriate professional designations and up-to-date knowledge of current information technology techniques and tools.
- Maintains an inventory of equipment, service contracts, warranty and maintenance agreements.
- Prepares and maintains documentation in accordance with prescribed standards.
- Deploys new hardware, software, networking and security updates.
- Provides advice on information technology improvements, services, policies and procedures.
- Develops training materials and provides training for users in use and configuration of software, hardware, network systems and peripheral equipment
- Designs basic record and report formats.
- Performs other related duties as required.
- Performs preventive maintenance tasks, troubleshoots and repairs on a variety of computer systems and peripheral equipment.
- Modifies and debugs existing software application modules using disciplined software development processes, quality standards and procedures.
CONSEQUENCE OF ERROR
The Support Analyst I – Field Technician will serve in a significant role in providing support of AV technology, video conference and AV control systems. These AV systems are critical to teaching, learning, research and administrative tasks and this position requires a high level of expertise and professionalism when dealing with potentially high-pressure support of these activities
Errors in the implementation and support of client systems could cost the University many thousands of dollars in lost productivity in teaching, learning and research time, and could impact the timely delivery of services to clients [e.g. students, faculty, staff and the general public].
SUPERVISION RECEIVED
Works under the general direction of the Team Lead – Service Desk and will take specific direction on daily workload priorities and activities from Support Analyst II. May take functional direction from Team Lead – Audio Visual. Must be able to work independently and carry out work to completion. Keeps teams informed of the status of work in progress. Works to deadlines and tasks on projects. Work is reviewed in terms of achievement of desired results.
Hands on training will be provided in regards to UBC equipment, policies, and procedures.
SUPERVISION GIVEN
This position works as a member of a support team. This position may be required to train staff or clients on audio visual, software and hardware supported by UBC IT.
Minimum Qualifications
Undergraduate degree in a relevant discipline. Minimum of one year of related 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
Alternative fields of study will be considered if knowledge and education is transferable to position requirements.
Experience in the implementation, integration and troubleshooting of AV systems. Experience in supporting live events including equipment setup. This is a very active position, must be able to attend urgent AV issues across campus on a moments notice. Ability to communicate professionally and clearly with customers while troubleshooting sometimes complex AV issues. Ability to maintain composure in sometimes stressful AV emergency situations. Able to carry equipment, use ladders, use hand tools, troubleshoot wiring problems. In depth knowledge of AV implementation best practices.
Skills:
Extensive knowledge of the Microsoft, MacOS, iOS, Android operating systems, including standard office productivity applications, antivirus and VPN technologies. Knowledge of Linux operating systems is an asset. In addition, the Support Analyst I - Field Technician is expected to have a comprehensive understanding of hardware diagnosis and replacement, including desktops, laptops, monitors, printers and other peripherals. Appropriate professional IT certifications such as A+, Network+, Security+, ITIL are preferred. This position also involves extensive customer interaction in person, as well as via phone and email, excellent written and verbal English communication skills are critical. Ability to exercise tact and discretion. Ability to effectively manage multiple tasks and priorities and work in a fast-paced environment. Exceptional organization skills.
Competency Proficiency:
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.
