Analyst, IT Support

Requirements

• University Degree or College Diploma in Computer Scienc

Additional Information

Follow us on LinkedIn Posting Reason: Replacement of a regular position Job Type: Employee Anticipated Duration in Months (for contracts and temporary assignments): N/A Job Family: IT Support # of Open Positions: 1 Faculty/Service - Department: IT Service Management, Deskside Support Campus: Main Campus Union Affiliation: UOITP Date Posted (YYYY/MM/DD): 2026/06/22 Applications must be received BEFORE (YYYY/MM/DD): 2026/07/03 Hours per week: 35 Salary Grade: UOITP Grade 09 Salary Range: $73,790.00 - $91,744.00 About Information Technology: Information Technology is a dynamic and collaborative environment. We are focused on prioritizing and optimizing technological investments that facilitate the best student experience, as well as the activities of faculty, researchers and staff. Our greatest strength is the people working with us. People like you, professionals eager to flex their intellectual muscle and achieve new heights in their career. Working here gives you access to a great IT environment, rich with a diverse range of platforms, products, and services. This is a place where innovative ideas are welcome. In a nutshell: working here is challenging and rewarding. It will bring out the best of you. We want people that have the drive to advance IT in higher education. We have the technologies to keep your inner fires burning, and benefits that can help you sustain a better lifestyle. And all these minutes away from gyms, the Byward Market, downtown, and the Rideau Canal at lunch time for runners and skaters. Position Purpose Reporting to the Senior Analyst, IT Support, the incumbent provides advice and second-level technical support services to end users and IT technicians at the University of Ottawa for end-user computing. Is responsible for the installation, repair, and testing of microcomputers and accessories/peripherals. In collaboration with other IT professionals, offers an effective and efficient service that meets or exceeds established customer service standards. In this role, your responsibilities will include: Technical Support: Provides second-level technical support services to address the needs of clients in a networked environment. Provides diagnostic and repair services to end users for hardware, software, infrastructure, peripherals and other equipment such as mobile devices, distance education tools, audiovisual and scientific equipment as required. Acts as resource person for other IT technicians throughout the campus for more complex technical support related inquiries. Ensures proper charge back for any chargeable services either hardware or software. Promotes established University and Faculty/Service standards to ensure consistency of data security and integrity throughout the organization. Provides backup where required for the helpline and helpdesk (i.e.: during peak periods or emergencies) Technical and Consulting Services: Provides a wide range of technical installation services to clients for hardware services including computers, mobile devices and for other IT equipment to ensure an efficient response to the user's technology needs. Uses troubleshooting tools as well as diagnostic hardware to isolate problems which occur on workstations. Analyzes requests and requirements for hardware, software and other IT equipment to determine current and future needs and provide purchasing advice to the user. Software Installation and Upgrade Services: Installs, tests and upgrades software to ensure it is current, registered and efficiently deployed for the client on both Macintosh and PC environments. Provides high-end technical troubleshooting for Common Operating Environment (COE) hardware standards. Client training and advice: Provide advice and training on the optimal use and procurement of computing equipment and software to increase effective and efficient use by clients. Advises users on appropriate procedures to ensure data security and integrity. Trains new staff when required. Documentation: Records and documents software and hardware problems, system crashes as well as client information. Maintains accurate records in the problem management system; formulate a log of work performed which includes estimate of parts and labor for hardware/software related problems. Assesses the impact of the problem to determine its severity and assign the problem to the appropriate group. Creates written procedures to help users become more autonomous. Maintains accurate documentation on any new utilities or scripts that are created. Promotion of technology: Promotes the defined hardware and software standards (COE) to the University Community. Promotes effective use of IT technology and office automation on campus. Promotes use of campus wide electronic mail service. Plays a key role in encouraging useful exchange of information throughout the University Community. Keeps abreast of new technologies.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at uottawa? Share your experience