Technology and Facility Support Analyst, U of C Continuing Education

Description

Central Services within U of C Continuing Education is currently seeking a Recurring Part-time Technology and Facility Support Analyst.

Reporting to the Manager, Facilities and Technology, the Technology and Facility Support Analyst will support Main and the Downtown Urban Campus. The incumbent(s) will work independently, as part of a detached team, to ensure the safe, effective and efficient use of the Seminar Centre and its resources. As a first point of contact at the Seminar Centre, the incumbent ensures the services of the Seminar Centre are effectively provided including the physical security of the rooms and the equipment. The incumbent will be required to work a variety of shifts, including days, afternoons, nights, weekends and paid holidays. Transfer to other shifts, with notice, is a possibility. There is a potential for emergency callouts. Heavy lifting and use of ladders are required.

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

Technical Support 

• Desktop support for staff in the Education Tower.
• Addressing technical issues using tact and diplomacy.
• Developing and maintaining good relationships with faculty, staff and other campus units.
• Supporting instructors and staff in their use of D2L, Destiny One and survey tools.
• Responsible for own personal development with technological changes related to the job, ensuring that as technology and software changes, skills are kept up to date.
• Providing analytical support for the Accounting team as needed.
• D2L, UCIT and Library student issues escalated from the UCIT Support Centre relating to Continuing Education students.
• Technical and customer support issues forwarded from CE staff.
• Technical and customer support issues relating to the Destiny One/D2L integration.
• D2L and Destiny One data feed issues and tier two technical support.
• Troubleshooting missing student and instructor users from D2L.
• UCID issues such as merging duplicate students and assigning UCID’s.
• Mentor and coach CE staff in Destiny One (as a power user).
• Assist IS team with training sessions and testing Destiny One updates.

Facility Support

• Ensures the security of the Seminar Centre, maintenance of the equipment and furnishings, and the availability of supplies.
• Monitor use and maintenance of teaching equipment, including data projectors, screens, document cameras, instructor computers, etc.
• Maintain and enter classroom schedules within the central room booking system to ensure optimal use of space.
• Opening classrooms, emptying garbage, and lunch hour supervision within the Seminar Centre.
• Arranging tables, chairs, and sliding walls as needed for in class courses and ensuring cleanliness of the Seminar Centre.
• Responding accurately to staff, instructor, and student inquiries in a courteous, timely and professional manner.
• Supervise Part-time Seminar Centre and Downtown campus attendees, creating work schedules and directing work.
• Track and order all Computer hardware, software and furnishings for Continuing Education including the installation of computers/equipment in the Seminar Centre, EDT, ERRB and the DTC.

Qualifications / Requirements:

• Post-secondary education in Computer Science, Commerce, or Business Administration with focus on IT.
• Minimum of two years software applications support experience and the ability to learn new software programs quickly.
• Excellent customer service and communication skills including face to face and phone support.
• Ability to ’translate’ technical terminology and to be patient when responding to repetitious end user requests.
• Ability to work under pressure and with multiple deadlines.
• Strong writing skills with ability to write functional documentation.
• Ability to test and troubleshoot new and existing software programs.
• Experience with University core business systems (ie. AdAstra, Destiny One, D2L or Blackboard) is a strong asset.
• Experience with a Help Desk ticketing system is desirable.
• Understanding of and/or experience within an academic environment is an asset.
• Positive attitude and demonstrated ability to be a collaborative team member.

Application Deadline:  July 9, 2024

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.

This position is part of the AUPE bargaining unit, and falls under the Technical Job Family, Phase 1.

For a listing of all management and staff opportunities at the University of Calgary, view our Management and Staff Careers website. 

About the University of Calgary

UCalgary is Canada’s entrepreneurial university, located in Canada’s most enterprising city. It is a top research university and one of the highest-ranked universities of its age. Founded in 1966, its 36,000 students experience an innovative learning environment, made rich by research, hands-on experiences and entrepreneurial thinking. It is Canada’s leader in the creation of start-ups. Start something today at the University of Calgary. For more information, visit ucalgary.ca.

The University of Calgary has launched an institution-wide Indigenous Strategy committing to creating a rich, vibrant, and culturally competent campus that welcomes and supports Indigenous Peoples, encourages Indigenous community partnerships, is inclusive of Indigenous perspectives in all that we do.

As an equitable and inclusive employer, the University of Calgary recognizes that a diverse staff/faculty benefits and enriches the work, learning and research experiences of the entire campus and greater community. We are committed to removing barriers that have been historically encountered by some people in our society. We strive to recruit individuals who will further enhance our diversity and will support their academic and professional success while they are here. In particular, we encourage members of the designated groups (women, Indigenous peoples, persons with disabilities, members of visible/racialized minorities, and diverse sexual orientation and gender identities) to apply. To ensure a fair and equitable assessment, we offer accommodation at any stage during the recruitment process to applicants with disabilities. Questions regarding [diversity] EDI at UCalgary can be sent to the Office of Equity, Diversity and Inclusion ([email protected]) and requests for accommodations can be sent to Human Resources ([email protected]).

Do you have most but not all the qualifications? Research show that women, racialized and visible minorities, and persons with disabilities are less likely to apply for jobs unless they meet every single qualification. At UCalgary we are committed to achieving equitable, diverse, inclusive and accessible employment practices and workplaces and encourage you to apply if you believe you are right for this role. 

We encourage all qualified applicants to apply, however preference will be given to Canadian citizens and permanent residents of Canada.