Analyst L2 - Queens University

Reporting to the Director, Infrastructure & Operations, Smith School of Business, the Analyst L2 is a member of the Helpdesk team and is responsible for providing technical end user support for escalated Information Technology (IT) issues by either e-mail, phone or in person (i.e. software repair depot / onsite support). The Analyst L2 manages and triages incoming requests through a ticketing system, and will also assist other members of the team with technical issues that require troubleshooting or escalation. The position provides hands-on workstation setup and troubleshooting, addresses desktop applications, and provides solutions to hardware and connectivity issues. The Analyst L2 is also responsible for providing basic support for classroom technology.

This position provides escalated user support to resolve issues for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies. This position tracks and monitors user issues, generates reports, and develops workflows. This position investigates and takes corrective action for escalated issues. This position also configures systems and security on software to protect data by encryption and domain password security.

View full job description on our Careers webpage.

What you will do

• Provides escalated user support to resolve issues for a variety of operating systems (Windows, Mac, mobile etc.), desktop applications, and other technologies.
• Tracks and monitors user issues, generates reports, and develops workflows.
• Identifies and updates procedures to enable efficient resolution of recurring problems.
• Investigates and takes corrective action for escalated issues.
• Configures systems and security on software to protect data by encryption and domain password security.
• Support users through technical knowledge to ensure proper use of software and hardware.
• Researches and recommends solutions to improve services, processes, and documentation.
• Other duties as required in support of the department and/or unit.

Required Education

• Three-year Community College Diploma or Three-Year Bachelor Degree, or equivalent. In addition, requires trade certification, qualification, or on-going learning to remain ahead of changes in technology or emerging fields.

Required Experience

• More than 2 years and up to and including 3 years of experience.
• Experience with desktop and server operating systems considered an asset.
• Experience in information systems security and management tools considered an asset (e.g., Endpoint Protection Management Tools, etc.).
• Experience with software protocols considered an asset (e.g., Active Directory, Domain Controller Administration, LDAP, Shibboleth, etc.).
• Experience working with managed and virtual desktop technologies considered an asset.
• Experience working with diverse populations/equity deserving groups considered an asset.
• Consideration may be given to an equivalent combination of education and experience.

Job Knowledge and Requirements

• Practical and applied knowledge of specialized methods and processes that are typically acquired through a combination of technical or academic qualification and/or work experience.
• Provide consultation and advice on non-straightforward and/or complex issues.
• Interaction with others typically requires interpersonal skills and the ability to understand and influence.
• Adapt messages to meet the needs of the intended audience.
• Build relationships, trust and credibility.
• Manage own work and may train and review the work of casual employees, work study students and/or volunteers, to see commitments through to completion.
• Contribute to setting work priorities and direction, supporting the team in achieving goals and objectives.
• Participate in project team meetings and develop individual project plans.
• Lead procedural or technological change within a unit.
• Identify new problems and seek information and input to fully understand the cause of problems.
• Identify opportunities to improve the effectiveness and efficiency of work processes.
• Draw logical conclusions and provides opinions and recommendations.
• Research equity, diversity, accessibility and inclusion resources and best practices relevant to the job and unit operations in order to inform evidence-based planning.
• Commitment to principles of equity, diversity, accessibility, inclusion, Indigenization and human rights for equity deserving groups.

Please apply online at:
https://clients.njoyn.com/CL4/xweb/xweb.asp?clid=74827&page=jobdetails&jobid=J0824-0382&BRID=EX417176&SBDID=21474&LANG=1.