Job Summary
The Office of the CIO (OCIO) comprises the IT Services (ITS) and Business Transformation Office (BTO). The unit is experiencing a period of exciting transformation and growth with the goal of improving the technology experience and service delivery to UFV’s students, faculty, and staff.
Reporting to the Service Desk Team Lead, the Service Desk Analyst 2 (SDA2) you will provide support to users at basic to complex levels; installs, supports and provides training on various hardware, software, printers, telephones and other devices such as smartphones/tablets; and provides technical guidance to more junior staff. The SDA2 will provide support for level 1 service desk analysts by assisting in first contact support and resolving increasingly complex or novel service requests and critical incidents.
Additional focus areas will be activities such as the creation and review of knowledgebase articles, review of processes and activities for improvement opportunities, and ensuring the quality resolution of incidents and service requests in adherence to agreed upon service level agreements.
The SDA2 role is responsible for ensuring client requirements are met in terms of communication, documentation, prioritization, escalation and resolution of incidents as well as the fulfillment of service requests following established procedures. The SDA2 provides high caliber customer service and supports users both remotely and in person to diagnose and resolve problems relating to accessing and using the UFV network. The UFV network includes, but is not limited to, printing, telephony, using UFV applications, audio-visual systems, software/hardware in labs and classrooms and client computing devices. The SDA2 provides technical guidance
to more junior staff including student co-ops and auxiliary staff where required.
This position works in both the Abbotsford and Chilliwack campuses and will work evenings and Saturdays as scheduled.
Qualifications
EDUCATION & TRAINING
- Diploma in Information Technology or related discipline from an accredited post-secondary, and three years related experience supporting a variety of technology such as desktops (Windows / Mac), audio-visual equipment, printers, infrastructure (DNS, networking, applications, software and associated peripheral equipment), or an equivalent combination of education, training, and experience.
- Information Technology Infrastructure Library (ITIL) certification an asset.
- Help Desk Institute (HDI) certification an asset
EXPERIENCE
- Thorough knowledge of the principles, methodologies, tools and techniques utilized in providing technical desktop support.
- Advanced knowledge of hardware components, operating systems, and applications, including good working knowledge of Active Directory user and computer management, IP, DHCP and Exchange System management.
- Ability to gather information, diagnose and analyze a variety of complex technical issues and deliver creative and innovative technical solutions.
- Ability to produce effective operational and systems documentation. Strong analytical, problem solving, organizational and time management skills.
- Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.
- Strong customer service and interpersonal skills. Ability to work on multiple projects in a team environment.
- Experience working within a Service Desk ITSM or ticketing tool.
- Ability to maintain confidentiality and handle sensitive data using discretion.
- Proficiency in the use of remote desktop management and support tools.
- Ability to arrange suitable transportation when travelling to work at other locations.
- Detail oriented, able to approach problems logically.
UFV has four campus locations within the beautiful Fraser Valley in British Columbia. Recognized as one of BC's top employers, UFV offers a combination of career and lifestyle benefits. Join a team of...
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