Analyst I, Service Desk

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Job Summary:
The Office of the CIO (OCIO) comprises the IT Services (ITS) and Business Transformation Office (BTO). The unit is experiencing a period of exciting transformation and growth with the goal of improving the technology experience and service delivery to UFV’s students, faculty, and staff.

Reporting to the Service Desk Team Lead, the Service Desk Analyst 1 (SDA1) provides first point of contact support including, assessment, investigation, diagnosis and resolution for incidents and service requests for all services provided by ITS. The SDA1 provides high caliber customer service and supports users both remotely and in person to diagnose and resolve problems relating to accessing and using the UFV network. The UFV network includes, but is not limited to, printing, telephony, using UFV applications, audio-visual systems, software/hardware in labs and classrooms and client computing devices.

The SDA1 role is responsible for ensuring client requirements are met in terms of communication, documentation, prioritization, escalation and resolution of incidents as well as the fulfillment of service requests following established procedures. This includes escalation of incidents when considered appropriate and necessary to maintain SLA expectations. Problem resolution may involve the use of diagnostic and help request tracking tools, as well as providing in-person, hands-on support at the Service Desk.

The responsibilities for this position include IT Service Desk operations, such as providing first contact support; Acquisition and Deployment, by deploying pre-packaged software as requested; and Professional Development, by maintaining professional and technical knowledge through workshop attendance and course completion.

This position will also perform other related duties as assigned. Please note this position may be required to work evening and weekend hours . Please see the Position Description link above for more information.

Qualifications:
Diploma in Information Technology or related discipline form an accredited postsecondary institution.

One (1) year of related experience supporting a variety of technology such as desktops (Windows / Mac), audio visual equipment, printers, infrastructure (DNS, networking, applications, software, and associate peripheral equipment).

Information Technology Infrastructure Library (ITIL) certification an asset.

Help Desk Institute (HDI) certification an asset.

Experience working within a Service Desk ITSM or ticketing tool.

Experience providing user support in a Microsoft Active Directory environment.

Experience with the installation, maintenance, troubleshooting, and upgrade of computer operating systems, hardware, software, and peripherals.

Experience providing support using remote tools over telephone, chat, or email.

Excellent customer service skills, interpersonal skills, and conflict resolution skills.

Excellent organizational, analytical reasoning and problem-solving skills.

Excellent communication skills (verbal and written).

Detail oriented, able to approach problems logically.

Ability to work independently and within a team environment.

Ability to maintain confidentiality and handle sensitive data using discretion.

Proficiency in the use of remote desktop management and support tools.

Ability to arrange suitable transportation when travelling to work at other locations.

About UFV:
The University of the Fraser Valley is located on the traditional territory of the Halq’eméylem-speaking peoples. We express our gratitude and respect for the honour of living and working in Stó: lo Tém: éxw (Stó: lo Land; Stó: lo World). In all that we do, UFV strives to support and honour the Stó: lo peoples goals of self-determination and well-being on these lands. A commitment to Indigenization and Reconciliation is core to our institutional Vision and Integrated Strategic Plan: IYAQAWTXW — which means House of Transformation. This commitment includes the goal of centering Indigenous ways of knowing throughout our organization, recognizing our responsibilities to community, and a multi-year plan to increase the number of Indigenous faculty, staff, and administrators working at UFV.

UFV has four campus locations within the beautiful Fraser Valley in British Columbia. Recognized as one of BC’s top employers, UFV offers a combination of career and lifestyle benefits. Join a team of 1,400 passionate professionals who value integrity, inclusivity and excellence. At UFV, you will serve a vibrant community, and shape the future of 15,000 students.

Indigenization, equity, and diversity are essential to our work as a university. A diverse community fosters the inclusion of voices that have been historically underrepresented and marginalized. At UFV, we are committed to recruiting a diverse workforce that represents the community we proudly serve. We encourage applications from Indigenous peoples, members of groups that experience discrimination due to race, colour, place of origin, ancestry, and/or religion, persons who identify as women and 2SLGBTQ+, and persons with disabilities. We invite applicants to complete a confidential self-identification survey as part of the application process. All questions are voluntary, with an option to decline to answer. Information will be used to support efforts to broaden the diversity of the recruitment process, and results are not shared with the selection committee. Inquiries about the survey may be directed to careers@ufv.ca . Learn more about our commitment to diversity and inclusion.

All qualified candidates are encouraged to apply; however, Canadians and permanent residents will be given priority. In an effort to be both environmentally and fiscally responsible, UFV will contact only candidates receiving an interview. We thank all applicants for considering UFV for employment. Shortlisted applicants may be required to undergo a criminal record check and/ or a verification of their education credentials.

UFV is committed to the principle of equity in employment.