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(Student Part-time) IT Customer Support Analyst, Client Experience, Information Technologies

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Job ID: 14579

Updated: April 24, 2018

Location: Main Campus

Position Overview

Information Technologies is currently seeking a Student Part-time IT Customer Support Analyst

Please be advised this is a student part-time position. 

This is a part time student position with flexible hours on the following days: Monday to Friday 8:00-17:00, Saturday and Sunday 10:00-14:00. Level One Support: This position is a member of the first group of agents/analysts who receive an incident or service request. This individual attempts to provide customers with needed information, resolve the problems, or provide specific service. This position is one of a group of technical generalists who are expected to resolve a high percentage of common problems or route service matters.

This position provides support via telephone, email and remote software tools in an integrated, centralized IT Support Centre. This position identifies, interprets and records all computer-related problems reported by users. The Support Centre Technical Specialist responds daily to between 40 to 50 requests for assistance and will resolve 70% of those requests during the initial contact.

Position Description

Summary of Key Responsibilities (job functions include but are not limited to):

  • Identify problems, execute resolution and provide coaching on client issues by: effectively trouble shooting and diagnosing complex hardware and connectivity issues and determining when it is appropriate to consult with Tier Two staff on complex incidents and problems
  • Communicate clearly and concisely at all times in all situations by demonstrating:
    • Strong written and oral skills in dealing with clients in person, over the telephone, via email
    • Active listening and an ability to transfer technical information to clients with little or no technical background, and an ability to translate customer needs into requests for service

Qualifications / Requirements:

  • Completion of a high school diploma, experience in a technical field, completion of Microsoft Certification or equivalent combination of skills and experience in IT support will be required by this position
  • Exceptional analytical and problem solving skills are required and the ability to assess information, reflect on events, feedback and other information in order to analyze and resolve incidents
  • Must have a desire to continually upgrade skills to stay current with technological advances
  • Must possess excellent customer service, organizational and communication skills

The position requires in-depth knowledge of:

  • Microsoft Office software and a variety of communication and collaboration software
  • Theory and practical application of local area networks and network file services
  • Provide access to the University Core Business systems, web related services, VPN access, SecurID and Mailman subscription
  • Various hardware and software components, including Managed Desktop Hardware and Software Standards, and Learning Management Systems
  • Peripherals such as printers, scanners and appropriate drivers
  • Mobile/Smart Phone devices and appropriate productivity software
  • Centralized network sharing of data folders and hardware/peripherals
  • Working knowledge of Remedy Action Request System software an asset
  • Working knowledge of Web site design, development and maintenance required
  • General knowledge of MAC Operating System required

Application Deadline:  January 16, 2018

We would like to thank all applicants in advance for submitting their resumes. Please note, only those candidates chosen to continue on through the selection process will be contacted.


Additional Information

This position is part of the AUPE bargaining unit, and falls under the Operational / Administrative Job Family, Phase I.

To find out more about management and staff opportunities at the University of Calgary and all we have to offer, view our Management and Staff Careers website.

About the University of Calgary

The University of Calgary is Canada’s leading next-generation university – a living, growing and youthful institution that embraces change and opportunity with a can-do attitude. Located in the nation’s most enterprising city, the university is making tremendous progress on its Eyes High journey to become one of Canada’s top five research universities, grounded in innovative learning and teaching and fully integrated with the community it both serves and leads. Ranked as the top young university in Canada and North America, the University of Calgary inspires and supports discovery, creativity and innovation across all disciplines. For more information, visit

The University of Calgary believes that a respectful workplace, equal opportunity and building a diverse workforce contribute to the richness of the environment for teaching, learning and research, and provide faculty, staff, students and the public with a university that reflects the society it serves. We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.


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