IT Service Analyst - Jobs in Olds, AB

Job Description

Olds College is looking for an IT Service Analyst to join the team. Reporting to the Manager, Educational Technology and Learning Commons, the Service Analyst will be responsible for providing customer service and technical support to staff, faculty and students of Olds College. This will entail front-line technical troubleshooting and support, investigation of technical issues, and general account management assistance. In addition to technical support, the Service Analyst will offer general customer service and support for all users of the Learning Commons space.Key Job Functions:

• Software Coaching & Training - provide coaching and low level training for staff, faculty, and students on basic Olds College systems, such as the Google Suite, Microsoft Office, and Moodle.
• Systems Support - provide support for all systems utilized by the Teaching and Learning Centre of Innovation including Kuali Curriculum Management, Moodle, Blue, and any other required systems. Administer the Teaching and Learning Centre of Innovations survey and course feedback tool
• Technical Troubleshooting & Support - provide technical support related to Olds College systems, hardware and software.
• Technical Diagnosis - follow up on complex problems, gather relevant information and investigate advanced technical issues before elevating support requests to appropriate personnel.
• Data Collection and Management - gather data and organize reports for communication to stakeholders. Assist stakeholders with the creation of surveys, management of data, and reporting
• Support Documentation - develop and maintain self service help documentation for common problems and technical procedures
• General Customer Service & Reception - respond to emails, phone calls, and in person communication with a professional and service oriented attitude and direct appropriate inquiries as needed. Provide general service and reception to visitors and inquiries for the Teaching and Learning Centre of Innovation. Provide assistance to library users with locating and loaning items from the library. Direct additional library requests to the Librarian as necessary
• Reporting and Statistics - gather data and statistics on the usage of the Learning Commons and client service requests.

Education/Experience/Skills/Knowledge Required:

• Strong aptitude with information technology, including software and hardware
• Ability to troubleshoot user problems and communicate effective solutions
• Proficiency with Google Workspace for Education, specifically Google Drive, Google Docs, Google Sheets, Google Slides and their collaborative functions, as well as the Microsoft Office Platform
• Excellent customer service skills and a customer service orientation
• Excellent communication skills and the ability to evaluate customer issues through interview and inquiry based methods
• Professional and effective written and oral communication
• Time management and effective organizational skills as well as the ability to function in a fast paced and flexible environment are required.
• Minimum of 2 years experience in an information technology related field, equivalencies will be considered. Some formal education in information technology will be an asset.
• Graphic design skills and the ability to use layout and design software for the purpose of creating media objects to support diverse learner experience is considered an asset not a requirement.

Conditions of Employment:

• Current Criminal Reference check that is free of any offenses.
• Must respect and actively promote health and safety policies.

Olds College offers a competitive benefit plan:

• Defined Benefit Pension Plan (LAPP)
• Extended Health, Dental, and Prescription Drugs benefits
• Health/Personal Spending Account
• Generous Vacation Leave
• Paid Holiday Closure
• ‘Olds College in the Community’ volunteer leave
• Professional development and opportunities for growth

We thank all individuals for their interest in Olds College, only those selected for interviews will be contacted.Olds College is committed to an equitable, diverse, and inclusive workplace. We welcome applications from all qualified persons. We encourage applications from women, Indigenous Peoples, racialized persons, persons with disabilities and persons of any sex, sexual orientation, gender identity or gender expression.Quick Apply

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