L2 Service Support Analyst
Queen's University
Kingston, ON
About Queen's University
Queen’s University is the Canadian research intensive university with a transformative student learning experience. Here the employment experience is as diverse as it is interesting. We have opportunities in multiple areas of globally recognized research, faculty administration, engineering & construction, athletics & recreation, power generation, corporate shared services, and many more.

We are committed to employment equity and diversity in the workplace and welcome applications from individuals from equity seeking groups such as women, racialized/visible minorities, Indigenous/Aboriginal peoples, persons with a disability, persons who identify in the LGBTQ+ community and others who reflect the diversity of Canadian society.

Come work with us!

Job Summary
The Service Operations Directorate of the Information Technology Services (IT Services) department of Queen’s University requires an L2 (Level 2) Service Support Analyst for a term commencing immediately and ending December 18, 2020. This role investigates, diagnoses and resolves end user information technology issues for the Queen’s community through phone, email/online or in-person interactions.

The Support Analyst is key to providing comprehensive and timely responses to requests and incidents to a vast portfolio of information technology services available to students, faculty, staff and others. In this role, you will develop, document and share technical expertise in response to the needs of the end user.

The IT Services Support Centre team works closely and collaboratively with IT professionals throughout the University to promote the effective use of available hardware, technology tools and applications. The IT Services department has a project underway to improve its service delivery model, and is exploring new ITIL-based service management and cybersecurity-focused tools and processes which will be introduced to the user community in the months ahead. This role will take part in this project to improve the way knowledge is documented and delivered, the way cybersecurity is monitored and managed and the way user requests and issues are addressed.

If you enjoy an environment where no two days are alike, if you have extensive experience with complex technical issues associated with desktop support and a variety of applications, and if you excel at delivering customer service with enthusiasm, patience, and a can-do attitude, consider applying for the L2 Service Support Analyst role. We look forward to hearing from you.

Job Description

  • Investigates, diagnoses and resolves escalated end user information technology issues for the Queen’s community through phone, email or in-person, by taking corrective action and working to teach users how to maintain and operate personal desktop/laptop systems.
  • Applies technical knowledge to best resolve issues related to a variety of supported operating systems (Windows, macOS, mobile etc.), software applications (email, browser, office suite, etc.) and utilities (e.g. Antivirus).
  • Investigates and takes corrective action for security based problems, including infected systems, copyright violations, unauthorized access and / or other reported infractions to ensure data is secure and aligns with Queen’s IT Security Policy.
  • Advises and assists users in the purchasing, securing, networking and implementing IT Services (ITS) supported desktops, laptops, software, peripherals and mobile devices to meet business needs.
  • Researches and recommends solutions to improve/expand ITS offerings, processes and documentation.
  • Consults internal knowledge database when troubleshooting problems. Updates database as new problems arise or when existing procedures require changes. Communicates updates to team members to ensure solution can be supported as a group.
  • Provides excellent and professional services to clients, asking clarifying and probing questions when investigating issues and liaising with others to manage the resolution of issues from referral to completion.
  • Collaborates and shares information with colleagues, managers and other support groups on individual issues and as a member of project teams.
  • Stays current with all ITS offerings and processes as well as wider technological trends and / or best practices by identifying and pursuing training opportunities. Makes recommendations to team and ITS management regarding services and products relating to new technology.
  • Ensures thorough documentation of problem description and all subsequent activity are made in a timely manner, despite competing priorities or duties within a triage service environment.
  • Provides work direction, and technical/functional guidance to part-time, casual or junior staff. Schedules and assigns work, and oversees its completion. Coordinates and monitors work flow.
  • Undertakes other duties as delegated in support of the unit or department.
  • University degree with a concentration in computer science or related area, combined with a minimum of 3 years’ work experience IT enterprise support, preferably within a University environment.
  • Certification in one or more areas of technical training such as Microsoft Technical Associate, A+, Apple Certified Support Professional (ACSP), etc.
  • Demonstrated experience in using and supporting end user software (i.e. Microsoft Windows, macOS, and Microsoft productivity and collaboration tools), combined with proven background in troubleshooting and resolving a wide variety of problems.
  • Knowledge of mobile operating systems (Apple iOS, Android etc.) and mobile applications related to email and calendar.
  • Demonstrated experience/understanding of network concepts, technologies and protocols as implemented in supported Operating Systems.
  • Knowledge of Active Directory and System Center Configuration Manager (SCCM) relating to managed/unmanaged computer systems considered to be an asset.
  • Relevant team work experience within a complex environment.
  • Familiarity with Queen’s University client/server technology and services considered to be an asset.
  • Consideration may be given to to equivalent education and experience.
  • Strong communication (oral and written) skills, combined with an ability to explain technical terms and concepts in a manner appropriate to the audience.
  • Strong customer service orientation with an ability to respond quickly and professionally, being sensitive to client needs and adhering to confidentiality as required.
  • Superb research and analysis skills to acquire information from clients, combined with excellent problem solving and trouble-shooting abilities to address unique concerns or issues. Able to seek assistance or involve others as required to achieve solutions.
  • Ability to work on own with limited supervision as well contributing positively and collaboratively to a team.
  • Excellent time management skills to manage competing priorities and work on several projects simultaneously under urgent deadlines.
  • Able to self-motivate and take ownership for learning by staying current with new technologies within IT industry.
  • Advanced interpersonal skills with an ability to interact professionally with individuals at all levels and in all situations, demonstrating diplomacy and tact as well as active listening.
  • Ability to quickly learn and apply new diagnostic tools.
  • Determines the cause of a problem by assessing symptoms and / or system behaviour, applying technical expertise with methodical diagnosis and process of elimination.
  • Applies appropriate corrective action to resolve a problem in an optimal manner, ensuring problem solution does not cause additional or other issues. Consults with L3 Analyst or others as required.
  • Assesses and adjusts own priorities based on daily operational requirements, unit goals for resolutions times and / or impact to customer experience with ITS.
  • Determines priorities and makes decisions about staff utilization and the assignment of work to achieve optimum efficiencies and productivity.
  • Decides when to involve other team members or additional support units to resolve issues.
Closing Statement
The University invites applications from all qualified individuals. Queen’s is committed to employment equity and diversity in the workplace and welcomes applications from women, racialized/visible minorities, Indigenous/Aboriginal Peoples, persons with disabilities and LGBTQ+ persons.

The University provides support in its recruitment processes to applicants with disabilities, including accommodation that takes into account an applicant's accessibility needs. Candidates requiring accommodation during the recruitment process are asked to contact Human Resources at hradmin@queensu.ca.

Information Technology
Reference 128771