Technical Support Analyst - Jobs in Edmonton, AB

Job Description

ABOUT THE UNIVERSITY OF ALBERTA STUDENTS’ UNIONThe University of Alberta Students’ Union (UASU) is the official student-run organization for undergraduates at the University of Alberta. We aim to improve your experience as a student, through the services, events and spaces that we provide. We also provide advocacy on your behalf within the university community, and to all levels of government.POSITION OVERVIEWAs part of an information technology team, the Technical Support Analyst provides front-line technical support to Students’ Union employees and other end users on a variety of IT-related needs. The position supports, maintains, and creates hardware, software, networking solutions and peripheral equipment throughout the organization and its partners, and ensures that tasks are documented and resolved in a timely manner.ROLES AND RESPONSIBILITIES

• Respond to technical issues by diagnosing, troubleshooting and resolving issues with hardware, software, networking and peripheral equipment for all areas of the organization.
• Provide relevant guidance and instruction to end users, and answer questions as they arise.
• Maintain organizational computers and hardware, including initial system setup, user administration, software installation and updates, and hardware replacement.
• Manage and provision various hardware and accounts
• Respond to, document, prioritize, resolve and/or escalate service tickets in a timely manner.
• Assist the System Administrator in maintaining centrally-managed equipment and services.
• Develop and maintain robust support documentation for both end-users and for the IT team’s use.
• Perform other work-related duties as assigned by a supervisor.

QUALIFICATIONS AND EDUCATIONAL REQUIREMENTS

• Strong understanding of Apple operating systems and environments, with the ability to configure, diagnose and troubleshoot
• Strong understanding of Unix-based operating systems
• Superior problem-solving skills and attention to detail
• Ability to work responsibly and in an organized manner, with little or no supervision
• Ability to work collaboratively and productively in a team environment
• Strong customer service and interpersonal skills
• Successful candidates will be required to provide a satisfactory Criminal Background Check as a condition of employment

PREFERRED SKILLS

• Experience and/or education in information systems, technical support, or a related field
• Knowledge of Windows operating systems
• Knowledge of computer networks and infrastructure
• Knowledge of the Students’ Union and familiarity with its operations

WORKING CONDITIONS

• This position cannot be performed fully remotely and will require a work to be done in person.
• Willingness and ability to regularly move between all Students’ Union operations on the University of Alberta campus, and spending time in a variety of environments including seated and standing workspaces
• Willingness and ability to perform physical support tasks which will include physically transporting and connecting computer equipment in potentially tight spaces, including on the floor and using a ladder

COMPENSATIONThis is a full-time, permanent position. In addition to the stated salary, the incumbent will have access to annual paid vacation, winter closure (paid time off), a comprehensive health and dental plan, an employee and family assistance plan, a health spending account, and an RRSP contribution matching program.APPLICATION INSTRUCTIONSOnly complete applications received through Bamboo HR will be considered. To be considered complete, applications must have an up-to-date resume and cover letter. Applications will be accepted until the position is filled.Your application documents should clearly show how you meet the qualifications. We thank all applicants for their interest, but only shortlisted applicants will be contacted.EQUITY AND INCLUSIONThe UASU’s mission is to serve, engage, and represent students. To do that well we need an organization that is representative of the students we serve. We are committed to creating a diverse environment that fosters a sense of belonging and empowerment. We actively encourage applications from members of groups experiencing barriers to equity.Application Deadline: This posting will remain open until it is filledQuick Apply

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