Analyst II, 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.

The Service Desk Analyst II (SDA2) provides support to users at basic to complex levels, installs, supports, and provides training on various hardware, software, printers, telephones and other devices such as smartphones/tablets, and provides technical guidance to more junior staff. The SDA2 provides support for level 1 service desk analysts by assisting in first contact support and resolving increasingly complex or novel service requests and critical incidents. Additional focus areas include activities such as the creation and review of knowledgebase articles, review of processes and activities for improvement opportunities, and ensuring the quality resolution of incidents and service requests in adherence to agreed upon service level agreements (SLAs).

The SDA2 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. The SDA2 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 SDA2 provides technical guidance to more junior staff including student co-ops and auxiliary staff where required

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 from an accredited post-secondary.

Three (3) years 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), or an equivalent combination of education, training, and experience.

Information Technology Infrastructure Library (ITIL) certification an asset.

Help Desk Institute (HDI) certification an asset.

Thorough knowledge of principles, methodologies, tools and techniques utilized in providing technical desktop support.

Advanced knowledge of hardware components, operating systems, and applications, including good working knowledge of Active Directory user and computer management, IP, DHCP, and Exchange System management.

Ability to gather information, diagnose and analyze a variety of complex technical issues and deliver creative and innovative technical solutions.

Ability to produce effective operational and systems documentation.

Strong analytical, problem solving, organizational and time management skills.

Ability to communicate effectively both orally and in writing with clients, technical teams and other co-workers, work to schedules and adapt easily to changing priorities and business needs.

Strong customer service and interpersonal skills.

Ability to work on multiple projects in a team environment.

Experience working within a Service Desk ITSM or ticketing tool.

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.

Detail oriented, able to approach problems logically.

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.