Senior Technical Analyst
University of Victoria
- Victoria, British Columbia, Canada
- Victoria, British Columbia, Canada
Über
Reporting to the IT Support and Client Services (ITCS) Technical Team Lead, the Senior Technical Analyst is responsible for providing senior technical support and leadership to the IT team supporting the Faculty of Engineering and Computer Science. IT knowledge required includes but is not limited to enterprise networking; identity and access management; Windows, Mac, and Linux computer support; application packaging; deploying automated software updates; computer security configuration; software licensing; vulnerability management; enterprise print management; gathering reporting metrics on the performance of computers and software; and leading medium to large IT projects in support of our clients.
Objectives
Provide comprehensive support and management for enterprise Windows, Macintosh, and Linux-based systems.
Software packaging and updates
Implement appropriate computer security controls.
Support for M365 applications, enterprise printing, file storage, and related services.
Researching and recommending computing device standards
Support for complex software and hardware configuration for teaching, research, and administrative purposes.
Supervision of the IT Support team coop or work study student
Recruitment
Work prioritization, assignment, and scheduling.
Supervision and coaching
Identify solutions to solve complex technical problems or requirements identified by supported clients.
Collaboration with faculty and researchers to tailor IT solutions to meet their requirements.
Manages medium to large projects to deliver new or updated IT services.
Works with other subject matter experts in University Systems to ensure all IT services are maintained following University Systems best practices and processes.
Due to the critical, time-sensitive nature of the IT Support and Client Services portfolio, this position must be able to act effectively under pressure and be able to diagnose problems and direct their solution quickly and accurately. This position may require you to work outside of normal working hours in an emergency or pre-scheduled basis.
Education
This position requires a level of education, training, and experience equivalent to an undergraduate degree in Computer Science, Engineering, IT, or other relevant discipline and a minimum of 3 years of experience including:
IT support experience providing support to clients.
Experience operating and maintaining managed Windows, Macintosh, and Linux computers in and enterprise computing environment.
Experience resolving complex IT problems related to Windows, Mac, and Linux computers.
Experience supporting complex systems integrated with scientific equipment.
Experience as a senior level (tier 2/3) resource for complex IT problem escalation and resolution.
An equivalent combination of education, training, and experience may be considered.
Knowledge, Skills, And Abilities Include
Commitment to valuing diversity and contributing to an inclusive and respectful working and learning environment.
Strong interpersonal and communication skills to effectively interact with diverse stakeholders.
Ability to gather and analyze complex technical requirements, develop solutions, and implement effective strategies to achieve desired outcomes.
Demonstrated administrative and organizational skills.
Ability to apply project management best practices to achieve project goals on time.
Ability to schedule and prioritize work to achieve stated goals on time.
Demonstrated ability to develop work plans for supervised staff and monitor progress to ensure goals are met.
Experience working with ITIL/ITSM best practices or other IT service management frameworks to deliver IT support that meets and exceeds key performance indicators.
Demonstrated ability to author reports summarizing data, trends, and recommendations.
Ability to collaborate, build and maintain positive relationships with diverse individuals and work effectively in a team environment.
Ability to stay current with industry trends and emerging technologies and understand their impacts on IT support.
Sprachkenntnisse
- English
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