University of New Brunswick

Closing Date: July 16, 2024 at 4:00 PM

Information Technology Services

ITS provides UNB with professional information and communication technology services, leadership, and expertise to ensure the UNB community can achieve its goals with the support of the best technologies of today and advances of tomorrow.

WHAT WE OFFER

Full-time | Continuing | Saint John | On-Campus

Standard Work Hours: Mon - Fri | 8:15 am - 4:30 pm | 36.25 hours per week

Additional Working Conditions:

· Must be willing to work occasional overtime, after-hours on-call or have hours adjusted when required.

· Travel between UNB campuses may be required at times.

· Participation in after-hours emergency response if available.

Salary Range: $51,391 - $66,814 per annum as of July 1, 2024

A Market Differential may apply.

YOUR FOCUS

Reporting to the Manager, On-site IT Services, The On-site Support Analyst supports the entire university community across all campuses (with a primary Saint John location) including all students, faculty, staff, (with limited support for retirees, alumni, and guests), fulfills tier 1 and tier 2 service requests, resolves, and prevents incidents, resolves problems, maintains desktop and mobile technology, consults with users in person when required, and works on the Service Desk and/or as a subject matter expert when providing tier 2 support for assigned technologies.

• Monitor and analyze requests for service outage or issue trends to prevent and/or identify larger technical or system issues and either resolve the issue or escalate as needed for resolution.
• Work with users directly through instruction to fix their service or technical issue on their own or, when granted permission, remotely connect to their computer to restore services
• Perform on-site hands-on fixes at the desktop level.
• Provide exceptional customer service as first contact by monitoring the request list, gathering relevant data for analysis, logging, classifying, prioritizing, analyzing, scheduling, assigning and/or completing requests.
• Communicate updates and completion timelines to users, ensuring requests are completed on time.
• Embrace and adhere to new technologies, tools, and processes as they are introduced to the environment and role.
• Ensure the technology in designated meeting rooms, classrooms (Saint John only) and labs are operational and maintained to support the administrative and academic needs of UNB.
• Educate users on IT issues, changes, safe computing and best practices and promote self-sufficiency when appropriate and provide technical advice and assistance with purchase of new technology, informing clients of UNB technology direction.
• Plan and coordinate both department-specific and ITS-sponsored technology initiatives, administer software licenses, maintain technology inventory, develop, apply and maintain department-specific technology procedures, and support UNB's desktop backup solutions.
• Other related duties as required.

WHAT YOU BRING

• Post-secondary in a technology field.
• 2 Years of experience in a technology related field.

Additional Strengths

• Experience troubleshooting Windows, macOS, and Linux operating systems and mobile devices.
• Strong analytical skills, attention to detail, and strong organizational skills.
• Excellent customer service skills.
• Excellent interpersonal skills.
• Ability to work independently and as part of a team.
• Strong analytical skills, attention to detail, and strong organizational skills.
• Ability to prioritize work, apply evolving departmental standards and meet deadlines.
• Ability to adapt to changes in work and technical environments.
• Exercises initiative to independently learn new technologies