Endpoint Service & Support
Information Services and Technology
Position number: 17333
Date posted: June 3, 2026
IT Support Analyst - IT2 (AESES)
Existing Regular Continuing Full-Time (Budget Funded)
Work schedule:
35 Hours/week (Monday to Friday, 8:30 am to 4:30 pm)
Salary:
$29.05 to $41.75 per hour ($52,871.00 to $75,985.00 per annum)
Expected Start Date
July 13, 2026
For more information please contact: IST Human Resources - [email protected]
MINIMUM FORMAL EDUCATION/TRAINING:
- Bachelor’s degree in Computer Science or a certificate from a recognized Community College Technology is required.
- ITIL (Information Technology Infrastructure Library) Foundations certification, Help Desk Institute Desktop Support Technician certification preferred.
EXPERIENCE:
- One year of experience working in a desk side/on-site support environment and working with an IT Service Management tool is required.
- Proficiency in the support of computers, networks, and printers is required.
- Experience in the U of M environment is an asset.
- An acceptable equivalent combination of education and experience may be considered.
SKILLS AND ABILITIES:
- Knowledge of computer hardware and software used at the University of Manitoba is required.
- Working knowledge in supporting the current Windows and Apple operating systems is required.
- Working knowledge in supporting smartphones and tablets such as iPhone, iPad, Android devices and Microsoft Surfaces is required.
- Knowledge of MS Active Directory, MS Exchange and SCCM for support, management, and imaging of workstations is required.
- Knowledge of enterprise software systems such as Banner and VIP software as well as enterprise level Microsoft Office and calendaring products is required.
- Knowledge or wireless setup for network access on both the University network and with external service providers is required.
- Good manual dexterity, mobility, and eyesight is required.
- Excellent knowledge of web browsing software to research solutions to complex problems is required.
- Ability to work quickly and calmly under pressure and have a good deal of patience is required.
- Excellent troubleshooting skills in workstations, laptops, printers, fax machines and scanners are required.
- Excellent customer service and interpersonal skills required.
- Strong collaboration and communication skills required.
- Demonstrated workload organization and prioritization skills required.
- Demonstrated teamwork/collaboration skills required.
- Demonstrated skill in communicating clearly and concisely with a variety of audiences required.
- Demonstrated analytical skills required.
- Ability to handle stress and varying workloads is required.
- Excellent communication skills (both verbal and listening) to deal effectively with people who possess varying levels of computer skills are required.
- Ability to communicate clearly with differing levels of employees and management is required.
- Ability to analyse and diagnose computer problems correctly with time constraints is required.
- Good command of the English language is required.
- Ability to work independently and in a team environment is required.
- Satisfactory work record, including satisfactory attendance and punctuality, is required.
OTHER JOB RELATED QUALIFICATIONS:
- Availability to work evenings as well as occasional overtime is required.
- Availability to work at both campuses and satellite locations is required.
- Effectively support computer workstations, laptops, tablets, and other electronic devices including hardware and software configuration, endpoint setup and connecting any appropriate peripheral devices.
- Complete colleague specific configurations such as email, file systems, OS configuration and department specific applications.
- Provide support for printers utilizing vendor assistance when required.
- Maintain inventory records within the ITSM toolset to ensure information is up to date.
- Respond to incidents and completes them within the agreed upon service level.
- Troubleshoot basic computer network and peripheral connection problems.
- Accurately update assigned tickets and tasks within the Universities ITSM tool.
- Ensure that deployed and supported devices are configured with the appropriate security and protection tools and patches.
- Configure and troubleshoot local departmental and corporate software applications.
- Support and administer end user access to university systems.
- Support general use software such as Microsoft Office products, email colleagues, and scheduling software on all platforms.
- Maintain computer equipment within student lab facilities.
- Provide support for specialized research equipment, video, or data projection.
- Utilize vendors for support with resolving technical issues.
- Help to instruct colleagues in the proper use of computer resources or equipment.
- Recommend proper backup and recovery procedures and support the recovery from backup if required.
- Recommend computer equipment following established computer standards with input from senior staff
- Maintain or assist with administration of departmental mailing lists.
- Actively monitor and manage the process of incident tickets through to resolution following approved service management processes and escalations.
- Contribute to and keep current any related documentation of processes and procedures, storing them in approved knowledge management system.
- Seek to improve processes within scope of responsibility.
- Participate in the development and revision of quality standards.
- Continue development of skillset and certifications.
- Responsible for ensuring a broad up-to-date knowledge of the computing technologies used at the University of Manitoba.
- Complete all mandatory safety education sessions and re-certifications.
- Adhere to all workplace health and safety regulations, policies, and safe work practices.
- Other duties as assigned.
The University of Manitoba is committed to the principles of equity, diversity & inclusion and to promoting opportunities in hiring, promotion and tenure (where applicable) for systemically marginalized groups who have been excluded from full participation at the University and the larger community including Indigenous Peoples, women, racialized persons, persons with disabilities and those who identify as 2SLGBTQIA+ (Two Spirit, lesbian, gay, bisexual, trans, questioning, intersex, asexual and other diverse sexual identities).
If you require accommodation supports during the recruitment process, please contact [email protected] or 204-474-7195. Please note this contact information is for accommodation reasons only.
Application materials, including letters of reference, will be handled in accordance with the protection of privacy provisions of "The Freedom of Information and Protection of Privacy Act" (Manitoba). Please note that curriculum vitae will be provided to participating members of the search process.
