Endpoint Support Analyst

IST IT Service Excellence

Competition No.  -    S101348465
Posting Date  -    Aug 16, 2022
Closing Date  -    Will remain open until filled.
 
Position Type  -    Full Time - Operating Funded
Salary Range  -    $46,627 to $62,954 per year
Grade  -    07
Hours  -    35

Multiple positions are expected to be hired. 

This position is a part of the Non-Academic Staff Association (NASA).

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits.

Location

This role is in-person at North Campus Edmonton. 

Working for the University of Alberta 

The University of Alberta acknowledges that we are located on Treaty 6 territory, and respects the histories, languages and cultures of First Nations, Métis, Inuit and all First Peoples of Canada, whose presence continues to enrich our vibrant community.

The University of Alberta is teeming with change makers, community builders, and world shapers who lead with purpose each and every day. We are home to more than 40,000 students in 200+ undergraduate and 500+ graduate programs, over 13,000 faculty and staff, 260,000 alumni worldwide and have been recognized as one of Canada’s Greenest Employers for over a decade.

Your work will have a meaningful influence on a fascinating cross section of people—from our students and stakeholders, to our renowned researchers and innovators who are quite literally curing diseases, making discoveries and generating solutions that make the world healthier, safer, stronger, and more just.

Position

This position offers a comprehensive benefits package which can be viewed at: Faculty & Staff Benefits. This posting may be used to fill multiple positions and will remain open until all positions are filled. Review of applications will begin Tuesday August 30, 2022. 

Reporting to an Endpoint Support Team Lead, the Endpoint Support Analyst represents Information Services and Technology (IST) as a skilled expert, delivering excellent service and troubleshooting technical issues to clients across the university campuses. 

The position provides remote and onsite support for teaching and administrative units, and researchers. The Endpoint Support team is commonly thought of as the "face" of IST plays a key role in building relationships with our clients. 

Endpoint Support provides support and continuous service improvement to equipment, software and infrastructure that is leveraged in the operational administration and support of end user computing on campus. Functionally, Endpoint Support empowers the University community to accomplish their duties by providing reliable, standard configurations devised to maximize productivity in the University technology environment. 

The role involves support and management of computer hardware, operating systems, mobile devices, wired and wireless network setup and troubleshooting, and peripherals.

Duties

  • Provides support for desktop/laptop hardware/software; operating systems (MS Windows, Apple macOS, Linux); applications (MS Office, Google Apps, Adobe Creative Cloud,, PeopleSoft, browsers, anti-malware, etc.); networks, and peripherals (printers, scanners, including multifunction devices) 
  • Supports mobile devices including Apple iOS and Android 
  • Supports identity, file, and workstation management using server-side tools 
  • Workstation imaging and deployment using Microsoft Endpoint Configuration Manager (MECM), Munki, and DeployStudio 
  • Enterprise mobile device management using AirWatch Intelligent HUB Network configuration, Kandji for mac management, including Virtual Local Area Network assignments, IP address management, and Domain Name System (DNS) hostname assignments 
  • Performs remote access configurations including Virtual Private Network (VPN) and Microsoft Remote Desktop Services 
  • Effectively utilizes business tools within the ITIL framework 
  • Provides effective remote support using tools such as BeyondTrust and Windows Remote Assistance Maintains security of all aspects of the information systems and equipment i.e., encryption of mobile devices Assists with the implementation of new or changed IT services 
  • Works with other IST teams to collaboratively solve issues and/or implement new initiatives Works with consultants, computing companies and university staff in installation and maintenance of office IT infrastructure 
  • Engages in managing client relationships and deals with difficult interactions by understanding, empathizing, and communicating intent to help 
  • Keeps up to date on software and hardware trends in anticipation of user needs; supports new strategic directions with appropriate technology; documents procedures for client support; and assists with performance testing 
  • Performs other related duties as necessary

Minimum Qualifications

  • IT Technical diploma; equivalent combinations of education and experience may be considered Microsoft certifications or equivalent experience would be an asset 
  • Technical certifications including A+, or equivalent experience 
  • Experience with Active Directory, Azure Active Directory, device encryption using tools such as Bitlocker, FileVault, etc. Two years experience in a complex environment with many systems providing technological solutions to enhance business practices 
  • Experience with Google G-Suite and Office 365 is an asset. 
  • Demonstrated analytical and diagnostic skills 
  • Ability to manage multiple priorities 
  • Excellent verbal and written communication skills, intuitive and empathetic listening skills and presentation skills 
  • Innovative self-starter, with the ability to manage priorities and workloads under pressure Strong team player who can solve business issues and think "out of the box"

Preferred Qualifications

  • Ability to converse in multiple languages would be an asset

How to Apply

Apply Online

Note: Online applications are accepted until midnight Mountain Standard Time of the closing date.

We thank all applicants for their interest; however, only those individuals selected for an interview will be contacted.

The University of Alberta is committed to an equitable, diverse, and inclusive workforce. We welcome applications from all qualified persons. We encourage women; First Nations, Métis and Inuit persons; members of visible minority groups; persons with disabilities; persons of any sexual orientation or gender identity and expression; and all those who may contribute to the further diversification of ideas and the University to apply.