Technical Analyst, Level 1

Please note: This is a 6-month fixed-term contract  

About the Role: 

Reporting to the Interim Director, Client Services the Technical Analyst, Level 1 provides customer service and technical support/assistance to faculty, staff, and students in a timely and accurate manner. The incumbent will assess technical problems, provide solutions to technology problems and incorporate and adapt new technology and efficiencies into the Brock Community.  

The Technical Analyst, Level 1 will:  

• Perform analysis, diagnosis, documentation and resolution of complex IT system problems for clients;  

• Recommend, implement, and document corrective solutions;   

• Enforce ITS security policies and promote ITS best practices within the University community;  

• Work as a team member to collaboratively resolve client incidents and service requests with other team members, partners and suppliers; 

• Record all problems, service requests, change requests, and incidents in the ITS ticketing system including request, solution, and effort;  

• Communicate effectively with the client throughout the life of a ticket developing strong relationships;  

• Respond to all assigned tickets in a timely and appropriate manner; 

• Create, build, analyze, test, and deploy operating systems and application packages for supported hardware, ensuring all configurations meet IT standards;  

• Utilize system management tools to inventory, monitor, patch, and update supported software, systems and servers;  

• Provide basic technical support for enterprise software packages (such as Brock Card, Residence systems, scheduling software, email, and print accounting) including updates to applications and corresponding systems and servers, handing off to Technical Analysts, Level 3 when higher level technical support is required;  

• Provide IT specialist support and accountability, including troubleshooting, setup, implementation, upgrades, research, and documentation;  

• Liaise between clients and other ITS teams to resolve issues and create efficiencies;  

• Provide local and remote technical support to faculty, staff and students;  

• Maintain an inventory of Brock University client owned equipment for asset management and repair.  

Key Skills and Experience: 

• Three-year college diploma or university degree in a related field;  

• Technical support experience in a help desk environment;  

• Knowledge of the help desk environment, requirements and responsibilities;  

• Knowledge of computer hardware and software, systems and configuration management, active directory, software installation, and Microsoft Exchange;   

• Working knowledge of the interactions between computer software, hardware, servers and networks;  

• Knowledge of ITIL principles;   

• Knowledge of MS-Windows, Apple, and Linux Operating systems;   

• Knowledge of various software programs, business applications and internet browsers;  

• Working knowledge of anti-virus systems;  

• Working knowledge of mobile devices including setup and configuration; 

• Strong verbal and interpersonal communication skills with the ability to interact with irate or upset clients; 

• Self-motivated and directed, with the demonstrated ability to multitask and effectively manage multiple and competing deadlines, service and incident requests;  

• Strong troubleshooting capabilities and the ability to provide appropriate solutions, knowing when to hand off higher-level technical support requirements.  

Preferred or Asset Skills:  

• Experience working in an educational or government organization;  

• ITIL Foundation certification;  

• Microsoft Certification;  

• Apple Certification. 

Salary and Total Rewards:  

• Job Grade J, Salary Scale ($57,267-$91,627); 

• Target Hiring Salary: $57,267  

• This position is required to work on campus five (5) days per week.  

We are committed to offering flexible work arrangements where possible as outlined in our Flexible Work Arrangement Policy. As a student-centered organization, all employees are required to work on campus as needed.

Brock University is committed to creating a respectful and equitable workplace. We strive to foster a culture of diversity and inclusion in our work and learning environments. We welcome applications from all qualified individuals and actively encourage applications from women, people with disabilities, members of the 2SLGBTQIA+ community, Indigenous Peoples, people who identify as Black, African and/or Caribbean, as racialized and/or as from ethnic and cultural minority groups, and other underrepresented demographic groups at Brock and in the Niagara region. Brock also recognizes intersectionality and the interconnected identities, histories, and experiences of these aforementioned groups.

We are committed to inclusive and barrier-free recruitment, and we accommodate the needs of applicants throughout all stages of the recruitment process, as outlined in our Employment Accommodation Policy and consistent with the requirements of the Ontario Human Rights Code. Please contact talent@brocku.ca  if you require a disability related accommodation so we can ensure your participation needs are met.

Brock University does not use AI Technology at any stage of the recruitment process.

We appreciate all applications received. Candidates that are selected for an interview will be contacted.

Learn more about Brock University by visiting www.brocku.ca.